Complaint timescales

Complaints, our promise

Delivering a great experience to you so you can be happy and safe in your home is important to us.

But we know that sometimes we may not get things quite right, so if that happens, we’ll always work together with you when you tell us you’re unhappy.  We’ll listen, learn and take action to fix it as quickly as possible.   During this time we will continue to resolve any outstanding issues, such as repairs that you may have.

When dealing with complaints we:

  • Will always be polite and treat you with respect when dealing with your complaint. We will always handle your complaint sensitively and fairly considering all the information
  • Will agree with you how often we will contact you and agree to contact you in ways that are suitable to your needs
  • Will always handle your complaint within the timescales set out below for investigating your complaint, unless an extension is agreed with you.
  • Respect your right to privacy. We understand your personal space and privacy are important to you and we’ll always respect this whenever you make a complaint