We have a simple complaints procedure to make sure your concerns are dealt with quickly. Here’s how it works.

The best way to get your matter dealt with is to contact the member of staff immediately responsible for dealing with the matter, for example, your Area Manager.  However, if you have already tried this and are not satisfied, or if the complaint is about that member of staff, then your concerns will be investigated by their line manager. They will try to solve the problem within seven days.

If you are not satisfied with the outcome, you can go to stage one of the complaints procedure. You can make a complaint using the online form below, write to us, phone us or even visit in person if that is what you prefer. The appropriate Senior Manager will respond to you within 14 days.

If you aren’t satisfied with the Senior Manager’s response at stage one, you must let us know within 21 days. The matter will then be dealt with by a Company Director who will respond to you within 14 days.

If you are still unhappy, you must contact us within 21 days. The final stage in our complaints process is for you to attend an appeals panel hearing. This gives you the opportunity to put your case to a panel consisting of three of our Board members.  You will receive a formal response within 14 days of the appeals panel hearing.  This is our final response to your complaint.

If you have been through our complaints procedure and are still not satisfied, you can appeal to the Independent Housing Ombudsman, who may take up the case on your behalf.  The contact details are:

Independent Housing Ombudsman

You can make a complaint using the form below. Alternatively, you can write to us, phone us or even visit in person if that is what you prefer.