We aim to get it right – first time and every time. However, if things go wrong, we want our customers to tell us. We’ll use this information to put things right, to learn from mistakes, and to improve our services.
Sometimes we need a bit more time to look into your complaint. If this happens, we will let you know when you can expect a response.
You can ask that we review the response to your complaint. If you let us know you want us to review your complaint, you will receive a confirmation that we are reviewing it.
We aim to be back in touch within two weeks, but sometimes we need a bit more time to review your complaint. If this happens, we will let you know.
If we have reviewed our response and still don’t feel we’ve put things right, you can take your complaint to the Housing or Local Government and Social Care Ombudsman. These services review complaints about Housing Associations and care providers, and offer more general advice and information about customer complaints.
Housing Ombudsman (reviews complaints about housing associations)
ombudsman.org.uk or call 0300 111 3000
Local Government and Social Care Ombudsman (reviews complaints about care providers)
lgo.org.uk or call 0300 061 0614
We listen to what our customers tell us, and use it to learn and improve our services. There will an opportunity to share feedback about how you felt we responded to your complaint.