Making a complaint

We are committed providing high-quality customer service. We value complaints and use information from them to help us improve. If something goes wrong or you are dissatisfied, please tell us.

What is a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or by someone else working on our behalf, such as a contractor or volunteer.

How do I complain?

You can complain in person at our office, by phone, in writing, by emailing us or by filling in the contact form on this website.

It is often easier for us to resolve complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff working in the service you are complaining about. Then they can try to resolve any problems on the spot.

What information do I need to provide?

When complaining, tell us:

  • your full name and address
  • as much as you can about the complaint
  • what has gone wrong
  • how you would like us to resolve the matter.

Our complaints procedure

Our Complaints Policy and Procedure sets out how the Trust will deal with complaints from tenants, applicants, or anyone who comes into contact with the Trust. It also sets out how the Trust will monitor, analyse and make use of information provided in complaints.

Please note that the Complaints Policy and Procedure is presently under review.

Complaints Policy and Procedure – download now

If we are unable to resolve your complaint

If we are unable to resolve your complaint, you can ask the Housing Ombudsman to review how your complaint has been handled. You must have been through our full complaints procedure before the Ombudsman will consider your complaint.