Complaints and FEEDBACK

Your feedback is essential in helping us shape the services we deliver.

If you have a complaint about how a service is delivered, we want you to know that we are committed to putting it right.

Our Complaints Policy has been created in partnership with our customers and is independently assessed and accredited by HouseMark, in addition to being compliant with the Housing Ombudsman Complaints Code.

100% of complaints were resolved within 10 working days

75% of customers were satisfied with complaint handling

How we are improving our service Complaint Champions

Our Complaint Champions are made up of customers who volunteer to support others who may require a little help throughout the complaint process.

Annual self-assessment

We are committed to providing an annual self-assessment, to ensure we remain compliant with guidelines whilst enabling a positive complaint handling and improvement culture across the organisation.

The self-assessment is reported to our Board and is available to read on our website.

End-to-end review

We have recently conducted an end-to-end review of our complaints process, this involves monitoring our performance and complaints procedure to improve how we operate. Using feedback from customers to make improvements and provide professional development to colleagues.

Read more about our Complaints, Appeals and Feedback policy here, or visit our website for details on how to raise a complaint.

If you want to share a suggestion, give a compliment or make a complaint, please talk to us.