Customer Feedback and Complaints
We value what you have to say to us and we will always be polite to you. We will give you clear information about what to do if you are not happy with our services, and use your feedback to make improvements.
Read our guide to giving feedback here.
Read the full Complaints, Compliments and Feedback, Customer Vulnerability and Customer Voice and Engagement policy or our summarised version.
Making a complaint
If it's the first time you are contacting us we will always aim to fix your problem in the first instance but if you are still unhappy with the service you have received from us then we want to know so that we can make changes and stop these problems from happening again.
Our Performance and Service Improvement Report
The Housing Ombudsman require us to produce an annual Complaints Performance and Service Improvement Report for scrutiny and challenge. Read our most recent reports using the button below.
Annual self-assessment
As a member of the Housing Ombudsman Scheme we are required to complete a self-assessment against the Complaints Handling Code and publish the results here every year. Our latest self-assessment was completed in June 2024 with involvement with our Member Responsible for Complaints and our InsightXchange.
Where can I find more information on the complaints process?
The Charter and the action the government is taking to support you is set out in the Social Housing White Paper.
There is also a range of independent information that can give you help and guidance on the social housing complaints process:
Advice for complaining to your Housing Association (Shelter)
We listened, we acted
We use learning from our complaints to identify where we need to do things better to get it right first time or where we need to investigate further.
Find out more Find out moreGetting involved
There are a number of ways you can get involved to help us to improve services to tenants. All of our opportunities are voluntary and you can get involved as much, or as little, as you would like.
Find out more Find out more