Your complaints give us valuable information that we can use to improve our services, make sure we're providing what residents need and increase your overall satisfaction with us as your landlord.

Our complaints system includes a satisfaction survey for residents to complete when we've resolved their complaint. It's an important part of the process, because it helps us judge how effective our complaints service is.

Making a complaint

If you are one of our tenants, applicants or a member of the public affected by our work, our complaints system is designed to:

• make it easy to complain
• make sure you get a quick response
• make sure we carry out a full and fair investigation
• keep the details of your complaint confidential
• keep you informed about the progress of your complaint
• make sure we respond fully to your complaint
• give you the right to appeal if you aren't satisfied with our response.

How you can make a complaint

You can make a complaint if:

• we have done something the wrong way
• we have done something we shouldn't have done
• we have failed to do something
• we have failed to give you the level of service we set out in our policies, procedures and service standards.