Housing Complaints
We accept that we will not always get things right. We are committed to listening to what our residents tell us in order to continuously improve our homes and our housing services. One way that residents can seek improvements, register their dissatisfaction or bring problems to our attention is by making a complaint. We mean it when we say that we treat complaints as opportunities to improve what we do. Every resident has the right to raise a complaint. A full copy of our Complaints Policy and Procedure can be found here.
Every year we carry out a self assessment of our complaint handling. A copy of the self-assessment for 2024-25 can be found here. Each year, we will also produce a report on our complaint handling. The most recent report can be found here.
In response to the report for 2023-24, Andy Street, our Chair of Trustees, has said the following:
“I recognise that we are not where we should have been in relation to our complaint handling but delighted to note that this is now being fully addressed. I’m confident, therefore, that the measures we’re taking will ensure that we are fully compliant with the requirements of the Ombudsman and the needs of our residents. It is our clear intention, and we are committed to ensuring, that we create a culture where any and all complaints are welcomed and being properly addressed. We are also committed to an approach that reflects a genuine desire to deliver the best homes and related services possible to all our residents.
I’m excited, and confident, that this new and improved approach will further improve our relationship with all our residents.”
Residents who wish to make a complaint, service request or offer any other type of feedback, can fill out the contact form below or call us on 0117 9300 301.