We hope that our service is always smashing, and that you never have an experience with us that means you need to complain.

If you do have a negative experience, please let us know about it right away as your complaints and comments can help us deliver a better service in future. We’ve made it as easy as possible for you to let us know if we get things wrong, so we have an opportunity to put them right.

How to complain

You can complete this online form:

Or you can make a complaint in the following ways:

If you’re not able to make a complaint yourself, ask a relative, friend, neighbour or your keyworker to do this for you.

In 2011 we received a HouseMark accreditation for the quality approach we take in handling our customer complaints

What can you expect from us?

We’ll contact you in writing within 48 hours of receiving your complaint, to let you know the name of the person who will be dealing with it. Your complaint will be treated confidentially and we won’t share your details with anyone else without your permission. We will respond within 14 days telling you what we are going to do. We will deal with your complaint fairly and as quickly as possible.


Happily most of our customers never have cause to make a complaint. We do understand that sometimes things don’t go as they should and we want you to let us know so we can apologise, put things right and improve things in future.

Over the past three years we have worked hard to get to the root of complaints; especially where the cause is that we’ve not done what we’ve said we’ll do, by when we said we’d do it.

In 2014-15 we received 296 complaints, a reduction on previous years and bucking the trend seen by other social landlords nationally who have seen a 10% increase in complaints.

Another area we want to improve in is satisfaction with how we’ve handled your complaint. Our aim is that at least 75% of customers are satisfied. Last year we fell just short of this with 74% of our customers reporting that they were satisfied. Over next next year we’re going to be working hard to ensure that everyone we speak to is happy with how we deal with their complaint.

Want to know more?

If you’d like more help, information or advice on submitting a complaint, please give us a ring on 0114 2900 200or send an email to