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Compliments comments and complaints

Feedback in the form of complaints or compliments is very important to us, as it helps us to improve the services we give to customers.

We are dedicated to consistently providing an excellent customer service.  However, we recognise that there are times when our service fails to meet the high standards we have set. We value customer feedback and commit to ensuring our customers have a stronger voice to influence decisions and challenge us as landlord.

We are delighted to launch our new Customer Feedback Policy on 1 September

Please bear with us as we introduce the new policy and work through existing complaints that are going through our old policy.

If you have an outstanding complaint and would like us to transfer this onto the new policy, please get in touch.

If we fail to meet your expectations, please tell us. You have the right to make a complaint - don’t linger though, if you complain about an incident that occurred more than six months ago, we may not be able to investigate this matter through our complaints procedure.

To make a complaint please fill in our online form and find below more information on our complaints process.

WHO CAN MAKE A COMPLAINT?

Simply, anyone who is affected by our services. If you ask someone to make a complaint on your behalf, we will ask you to formally authorise it for the security of your personal information.

What do we mean by resolved?

Resolved doesn’t mean when we will close your complaint, it means we have spoken with you to understand your complaint fully and provided you with a solution on how we are going to resolve it.  If any work is required or follow up discussions need to take place, these are scheduled in and we’ve agreed a date with you to review again before closure.  All of this will be confirmed with you, either by email or letter, which will act as our contract with you so you are kept informed about what we are doing and when.

Unreasonable Behaviour

Our aim is to deal with comments, suggestions, complaints or general contacts in an open, fair and impartial way. Staff will respond professionally and sympathetically to all customers and work positively with them to resolve issues and explain the reason for their outcome. There are occasions when there is nothing further that can reasonably be done to rectify a perceived problem, or further assist, and recognise that this or other distressing circumstances can cause a customer to act out of character. However, if a customer because of their actions and behaviour, or nature and frequency of their contacts with us, hinders theirs, or other people’s interactions with us, or delays our ability to investigate the complaint, we will consider such behaviour to be unreasonable.

You can find more information about how we deal with unreasonable behaviour here