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What happens when things go wrong

We are here to provide you with great homes and services, and if we don't get it right or could have done it better, we want to know so we can do something about it.

We want to make sure your complaints are resolved as quickly and easily as possible. When you make a complaint, it should feel like we have listened, been interested in finding you a solution and taken responsibility.

We'll do this by:

  • giving you a named colleague to deal with your complaint
  • recording everything so you don't ever have to repeat yourself
  • agreeing a timescale with you for resolving the complaint
  • agreeing how and when we will contact you to keep you informed
  • telling you when we feel the complaint is closed

How will you know if we've achieved this?

We will ask if you would recommend your experience

Your complaints are important to us

We want all customers to receive a high standard of service. If you are not satisfied for any reason, for instance if we have made a mistake, or you have received a poor service, please talk to us. Your views are very important - knowing what you are not happy helps us improve. We want to put it right quickly and fairly.

What is a complaint?

A complaint can be about anything that has caused you to be unhappy with our service.
Many complaints can be resolved quickly and informally. We always aim to resolve your problem as quickly as we can and to your satisfaction − even if that takes a little longer. It's important we get it right for you.

How to report a complaint

Usually your first step will be to complain to the person you normally deal with or to telephone us. We will try to sort things out straight away. If this is not possible we will aim to resolve it within 14 working days. If we need more than 14 days to sort out your complaint properly, we will tell you, and agree a timescale with you.

When we receive your complaint, we will tell you who will be dealing with it, record all the details, agree timescales, keep you informed and tell you when we feel the complaint is closed.

If you are a shared ownership customer, follow this link if you wish to make a complaint or praise us.

Do you want to pay us a compliment?

We would love to hear from you if you've received excellent customer service. Please call us or send an email to If you have a complaint or compliment there are many ways you can contact us:

  • by phone
  • in writing
  • talking to us when we have an appointment with you.