How to make a complaint

Our aims

We aim to ensure that Customer Complaints are dealt with fairly and consistently and are resolved at the earliest possible opportunity.  We also aim to promptly put matters right (where required) and to ensure that any lessons learnt from complaints are used to improve service delivery. We aim to get everything right the first time, but sometimes we get things wrong and you might want to complain.

Issues which will not be dealt with under the Customer Complaints Policy

The following issues will not be dealt with under the Customer Complaints Policy:

  • Complaints relating to anti-social behaviour, neighbour nuisance and other alleged breaches of a Tenancy Agreement – these will be addressed by the Trust’s Anti-Social behaviour Policy and other procedures in relation to tenancy management.
  • Allegations of fraud –these will be considered under the Trust’s Anti-Fraud Policy.
  • Complaints that have already been dealt with under this Policy
  • Complaints referring to that occurred historically, where there has been no prior complaint made may not be investigated, unless there are clear and extenuating circumstances meaning the complainant was unable to make the Trust aware of the complaint earlier. Individual circumstances will be taken into account and the Trust will always investigate a complaint where this is possible.

Where the Trust decides not to accept a complaint a detailed explanation will be provided to the complainant setting out the reasons why the matter is not suitable for the complaints process.

You can download our complaints information leaflet as a PDF, click here.

You can read our current customer complaints policy here.

You can read our current self assessment against the Housing Ombudsman Complaint Handling Code here.

To see our latest complaints report, click here.

How to report a complaint 

Important contact information

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