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Making a complaint

Complaints definition

We will accept a complaint unless there is a valid reason not to do so. We will always provide a detailed explanation setting out the reasons why the matter is not suitable for our complaints process and your right to escalate to the Housing Ombudsman.

We will always manage your expectations from the outset being clear where your desired outcome is unreasonable or unrealistic.

An explanation will be provided, setting out the reasons why the matter is not suitable for the complaints process, if we decide not to accept a complaint. If further enquiries are needed to resolve the matter or if a customer requests it, the issue will be logged as a complaint.

How to make a complaint

Our main priority is to deliver the highest quality service to you, which is why it is important that you let us know if you think we should improve our services so we can deal with the matter as soon as possible. It helps us learn how we can improve our services for the future.

A complaint can be made via the following channels:

Live Chat

You can submit a complaint via our online Live Chat system. This is available during the extended hours set out below:

  • Monday, Tuesday, Thursday and Friday: 08:30 – 20:00
  • Wednesday: 10:00 – 20:00
  • Saturday and Sunday: 10:00 – 14:00

Online form

You can submit a complaint using our 'make a complaint' online form below:

Make a complaint online

How we deal with complaints

For more information please download our complaints policy (PDF).