How to make a complaint

We aim to provide a responsive service to our residents and other customers. Your comments about our service are always valued as there is no-one better placed to identify the things we can do better than you.

So, whilst we hope you never need to make a complaint, we do have a procedure in place which enables you to do this. We will investigate and respond to all complaints fairly and efficiently.

Our complaints procedure starts to apply after we have made an attempt to resolve the matter. If you are not happy with any aspect of our service at this point, or feel you have been treated unfairly, then please refer to our Policies.

Housing Complaints and Compensation Policy and Procedure

Annual Complaints and Service Improvement Report 2026

MRC Governance Confirmation 2026

Tenant Satisfaction Measures Report 2026

Housing Ombudsman Complaint Handling Code Self-Assessment 2026

Unacceptable Customer Behaviour 2026

The Housing Ombudsman’s Complaint Handling Code sets out requirements for member landlords that will allow them to respond to complaints effectively and fairly. The purpose of the Code is to enable landlords to resolve complaints raised by their residents quickly and to use the data and learning from complaints to drive service improvements. It will also help to create a positive complaint handling culture amongst staff and residents.

Details on how to contact the Housing Ombudsman if you are still unsatisfied after having followed policy, can be found here:
Housing Ombudsman Service

0300 111 3000 | info@housing-ombudsman.org.uk

Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET