Complaints Page

Make a complaint

We aim to provide outstanding customer service, so we welcome all feedback, both good and bad.

Click here to tell us what you think


Complaints resolution

We understand that complaints are a valuable form of customer feedback. Our aim is to resolve complaints quickly, and to use the data and learning from complaints to improve our services.

When you raise your complaint, you deserve only the highest standards so we make sure we meet the Housing Ombudsman Complaint Handling Code and the Regulator of Social Housing’s consumer standards as they ensure we do right by you. Read our Complaints Policy here.

Our definition of a complaint is in line with the Housing Ombudsman’s Complaint Handling Code. We define a complaint as:
an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.

We’ll treat any such expression of dissatisfaction as a complaint even if you haven’t used the word ‘complaint’.

We recognise the difference between an initial request for service and complaints and will take appropriate steps to resolve the issue as quickly as possible.


Making a complaint

It would be great if you could let us know straight away when there’s a problem, so we can get back on track quickly

Learning from our mistakes

We want you to have the best experience living in your home. Our ‘Lessons learned’ section highlights the improvements we've made based on the valuable insights you've shared with us when making a complaint.

We're committed to learning from any mistakes and continuously improving our services to exceed your expectations. Your opinion matters, and we're grateful for the opportunity to address your concerns and create a better living environment for you.

Read our lessons learned

Here's a summary of our monthly complaints performance:

June 2024

Customer complaints resolved


Formal complaints received


Complaints escalated to our review stage

Housing Ombudsman Service

We are regulated by the Housing Ombudsman Service, an independent and free point of call that looks at customer complaints. You may wish to contact them for advice and guidance if you’ve made a complaint with us. You can get in touch with them at any point during your complaint:

Our annual complaints handling report and self-assessment 

Since 1 April 2024, we've adopted a new Complaint Handling Code to serve you better. This Code comes from the Housing Ombudsman Service and is designed to ensure we address your concerns fairly and quickly.

What this means for you:

  • Simpler complaints process
  • Clear steps and timelines
  • Faster resolutions
  • Your rights clearly outlined.

We're required to submit an annual complaints handling performance report and self-assessment form against the Code. You can read our latest report here and self-assessment form here.

Our Board's response to our report and self-assessment:

“Your feedback is invaluable to us, especially when our services fall short. It helps shine a light on the areas where we need to improve.

We’re sorry that our responses to your concerns and the quality of our repairs service have not always met the high standards you rightly expect. As a Board, we take any failure to deliver on our promises very seriously. Please know that we hear you loud and clear and we're committed to making things right. We’ll continue to actively listen to your feedback and take the necessary actions to address any issues.

Over the next 12 months, we’ll be focusing on improving our complaint resolution process and providing you with a consistently reliable, high-quality repairs experience.”

Find out about the Housing Ombudsman Service here