Customer news

New Complaints Policy

We’ve updated our Complaints Policy (PDF 214kb) following consultation with customers and staff and we’re really pleased to be able to share it.

Our new policy retains our positive approach to feedback and supports us to continually improve what we do, and the way we do things.

Complaints are a way for you to let us know where things have gone wrong. And it’s our chance to put things right and learn from the feedback we’re receiving.

We’re committed to ensuring our policy is accessible to all and that we’re keeping you up-to-date throughout the process. We aim to resolve complaints fairly, quickly and professionally, and we’ll work with you to reach a resolution as early as possible and put things right where we need to.

We monitor complaints and other customer feedback to ensure we understand your views on our services and make improvements where we can.

Our policy is regularly reviewed in accordance with good practice recommended by the Housing Ombudsman, a service set up by law to look at complaints about housing organisations.

You can find out more information on our 'making a complaint' page.

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