Making a complaint

We are committed to 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.

03_Making a complaint

What is a complaint?

We regard a complaint as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.

How do I complain?

You can complain in person at our office, by phone, in writing or by emailing.

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 policy

Our Complaints Policy 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 and make use of information provided in complaints.

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 will be provided with contact information for the Ombudsman and your right to access the Housing Ombudsman Service at the early stage and throughout the complaints process.

A copy of HHT self assessment for the Ombudsman Housing Complaint Handling Code can be found here Housing Ombudsman Self-Assessment together with a copy of the Housing Ombudsman Complaint Handling Code