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When to complain

If something's gone wrong then we want to know about it so we can put it right. We learn from your complaints and feedback, it helps to improve our services.

Service requests 

A service request is something that we don’t know about yet. It could be something such as: 

You can make a complaint when you’re not satisfied with our service, or we haven’t provided a service to you. 

Complaints 

A complaint is when you’re not happy with: 

  • Our standard of service 
  • The actions we’ve taken, or lack of action 
  • How our colleagues have treated you  
  • Any contractors acting on our behalf 

Your complaint could affect just you, or a group of customers. 

Our complaints process 

We have a simple complaints process so we can put things right for you as quickly as we can. 

  1. We log your complaint and send you an acknowledgement letter 
  2. A complaint handler investigates your complaint within ten working days. They’ll look at all areas of your complaint and may contact you for more information 
  3. Your complaint handler writes a response to you. It’ll show you what they found out, any decisions made and what we’ll do to put it right. Your complaint is closed, but we’ll keep track of any work to make sure it’s done 

If your complaint is complex, or we need extra time to investigate, then we’ll contact you to let you know. 

Making a complaint 

Fill in our complaints form below, or use My Account.

To help us put things right quickly, please include:

  • When and where it took place
  • Any names of colleagues or contractors who are involved
  • What exactly has gone wrong
  • How you'd like us to put things right

You can contact us by phone 01634 565333, visit our office, or write to us too.

If you’re not happy with our response 

You can make a stage two complaint. 

To let us know you’d like to make a stage two complaint please reply to your complaint response to let us know. 

This means that a senior complaint handler will look over your complaint and investigate further. They‘ll respond to you within 20 working days. 

Housing Ombudsman Service 

The Housing Ombudsman Service can investigate your complaint if you think we still haven’t put things right. 

They have lots of easy to follow, step by step guides on what you need to do, and you can contact them at any point. 

Information and resources 

Make a complaint

Please use complaint in the subject field