For us to shape our services to suit your needs and requirements, we need to know what we're doing well and what we need to improve on.
complaints received in July, August & September
of complaints closed on time in July!
of complaints closed on time in August!
of complaints closed on time in September!
Complaints
We aim to close 95% of our complaints in a specific time frame.
Compliments
Want to raise a complaint or submit a compliment?
What is a complaint
The Housing Ombudsman’s definition of a complaint is:
‘An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by us, our staff, or those acting on our behalf, affecting an individual resident or group of residents’.
If you have a complaint about a neighbour or any antisocial behaviour, please visit our antisocial behaviour page.
Making a complaint
We’re dedicated to consistently providing an excellent customer service. However, we know there are times when our service fails to meet the high standards we’ve set.
If we fail to meet your expectations, please tell us as soon as you can, as if your issue is about something that happened more than six months ago, we might not be able to investigate the matter through our complaints procedure. When making a complaint, please provide as much information as possible,
Including:
- What the issue is
- What happened or did not happen
- When it took place
- How you’d like the matter to be put right.
You can read our Complaints Policy here. If you have an outstanding complaint and would like us to transfer this onto the new policy, please get in touch.
Our Customer Feedback service standard lays out the full details of what you can expect when you make a request or complaint with us but we handle all complaints in line with the Housing Ombudsman Complaint Handling Code.
We review our compliance with the Housing Ombudsman Complaint Handling Code annually with our Customer Services Committee. View our latest Self-assessment against the Housing Ombudsman Complaint Handling Code.
We're committed to providing an excellent service to all our customers. However, we recognise that there are times when our service fails to meet the high standards we have set. At times this may involve paying compensation, for further information, please read our compensation policy.
Our annual complaints performance can be found here. This document includes last year’s performance across complaints and includes customer satisfaction with how we handle complaints. Also contained within this report is our planned improvements for the next year.
How to make a complaint, or give a compliment or feedback
To make a complaint or send us a compliment, you can:
- Complete our online form here
- Call Your Response on 0345 345 0272
- Write to: Complaints Team, Youggle House, 130 Birchwood Boulevard, Birchwood, Warrington WA3 7QH.