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Everything you need to know

Comments and complaints

Your comments and complaints are welcome because they help us to improve the way we work.

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How to complain

You can make a complaint by letter, phone, email, by submitting the online form  or completing our Getting it Right leaflet, if you need any further information please ask us.

How are we doing?

We recognise that we do not always get it right and when our services do not live up to your expectations we want to know about it.

Who can complain?

Anyone who uses seeks to use, or is affected by our services is entitled to make a complaint.

What is a complaint?

A complaint is defined as an expression of dissatisfaction by a customer with any aspect of service provision, delivery, policy or member of staff.

When to make a complaint

You should make a complaint if you are unhappy with any aspect of our service or if you feel that we or our contractors:

  • offered a poor standard of service
  • failed to do something we should have done
  • acted too slowly
  • did something wrong
  • treated you unfairly or discourteously

When we receive a complaint we will listen to you and try to understand the issue.

What we will do next

Your complaint will be dealt with by the Customer and Business Support Manager. They will aim to investigate the matter within 10 working days. If the complaint is fair, we will:

  • contact you to fully understand the issue
  • give you an apology
  • investigate it thoroughly
  • be polite
  • take your complaint seriously
  • be constructive
  • agree on any action
  • ask you how you would like us to put things right
  • put the mistake right if we can
  • offer compensation in some cases

If you are not satisfied with our initial response, you can appeal against the decision. A Complaints Panel will meet and consider your complaint within 28 days of receiving our response to your initial complaint.

If you are still not satisfied with the decision of the Complaints Panel, you can:

  • appeal to a local MP or councillor (this is called a designated panel/person tier)
  • apply to the Housing Ombudsman Service (after 8 weeks)

If you have any questions about making a complaint or suggestion about our services, please contact us.