How we deal with complaints

To find out more about our complaints process and how to make a complaint, please read below.

Make Things Right Now

We know we don’t always get it right, if you talk to us about the issues you have, we will try to resolve it there and then for you.

If we are unable to offer a resolution or you are still unhappy you can raise a complaint. This can be done over the phone, by email, letter or our online form ‘Make Things Right’

Make Things Right ‘Investigation’ Stage 1

Our Resolutions Manager will contact you within 5 working days to acknowledge your complaint, an action plan and timescale will be agreed. We will investigate your complaint and aim to offer a resolution within 10 working days of its acknowledgement. Should we need longer we would agree this with you at the acknowledgement stage. If you are happy with the resolution, we will close the complaint. However, if you are dissatisfied with the way the complaint has been investigated then you can ask for it to be escalated to the review stage.

Make Things Right ‘Review’ Stage 2

A Manager will be appointed to look at the way the complaint has been dealt with; they will contact you within 5 working days of the complaint being escalated. They will check that we have followed our policies and procedures to resolve the complaint and with your permission they will consult with an involved tenant to make sure the investigation has considered the impact of the complaint from a tenant’s point of view. The manager will let you know the outcome of their review within 15 working days of their contact with you. If you are still unhappy we have exhausted our complaints process and would advise you to contact the following:

Designated person and The Housing Ombudsman Service

You have the right to escalate an unresolved complaint to a designated person such as your MP or Local Councillor ). They could also consider approaching the Housing Ombudsman Service on your behalf.

8 weeks after exhausting our complaints process you can take the complaint directly to The Housing Ombudsman Service.   Exchange Tower Harbour Exchange Square London E14 9GE  Telephone: 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)  Email:

If you have any questions please contact our Resolutions Manager: Andrea Colson 01626 322 722

How to make a complaint

Please complete the online form below and a member of our team will contact you within 5 working days.

You can download a copy of our Complaints Procedure and Complaints Policy prior to submitting your complaint to us.

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