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
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
- agreeing a timescale with you for resolving the complaint
- agreeing how and when we will contact you to keep you
- 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
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
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 firstname.lastname@example.org
If you have a complaint or compliment there are many ways you can
- by phone
- in writing
- talking to us when we have an appointment with you.