Feedback and complaints

We are committed to providing our customers with an exemplary service. While we always strive to be reliable, responsive, respectful and resourceful, occasionally we may not meet our customers’ expectations.

When things go wrong, we welcome the opportunity to listen to and understand your concerns so that we can act quickly to put things right.

Our complaints policy is designed to ensure you know how to make a complaint and we respond consistently, fairly and sensitively to your concerns.

Find out more about our complaints procedure and how to make a complaint.

The Housing Ombudsman

The Housing Ombudsman publishes a Complaint Handling Code which provides guidance and good practice for landlords on fair and effective complaint handling.

The Housing Ombudsman expects any case coming to their attention to have been managed in line with the new Code which was amended on 1 April 2022. We have assessed how we respond to complaints against the Code and found that we fully comply with the code. You can read our self-assessment against the code here.