We aim to provide good quality homes and services to our customers. Sometimes we fail to do that, and we'll put things right as quickly as possible.

Our Customer Promise is aimed at delivering a better, faster, response when you're dissatisfied with our services.

For more information, please download our complaints policy (PDF, 891KB) and our interim compensation policy from 1 April 2020 (PDF, 272 KB) created to respond to the coronavirus outbreak. To find out more about our response to the pandemic, please visit the coronavirus safety pages of our website.

If you made a complaint on or before 31 March, you should download our standard compensation policy (PDF, 614KB).

Coronavirus update

We’re sorry if we’ve not given you the service you would normally expect of us. Usually, we would consider offering compensation in such cases. However, we’re facing serious challenges because of the coronavirus, so for the time being, we’ll offer compensation in fewer cases than before.

Now, we’ll compensate customers where we’re legally obliged to and in a few other special cases. These special cases are where:

  • we may offer some discretionary compensation when there’s been an issue in our sales or development functions not related to coronavirus that is affecting customers’ daily lives 
  • we’ll pay residents who need rehousing but who can find their own temporary accommodation £250 a week
  • we’re reimbursing a customer for costs they’ve incurred because of our mistake, such as if we set up a bank direct debit incorrectly and are asked to cover bank charges

Normally, we would also offer discretionary payments to say sorry when we don’t get things right. However, although we’re doing our best, we can’t deliver our usual level of service at the moment.

We’re very sorry about this and we’ll do our utmost to resolve any issues as quickly as we can.

Who can make a complaint?

We accept complaints from our customers or anyone directly impacted by our housing related services, including service applicants. We'll also accept complaints from someone acting on behalf of a customer. 

Before submitting a complaint, we'd ask you to tell us about the problem so that we can try to resolve it.

Our complaints policy covers instances where customers:

  • are not satisfied with any aspect of a service we have provided
  • are not satisfied with the standard or service provided by our staff or agents
  • feel that we have failed to follow our policies and procedures

You can make a complaint in whichever way suits you best, including by phone, email, our online complaints form, via social media, by letter or by speaking to a staff member.

How will my complaint be handled?

If you make a complaint, we'll contact you within a working day to:

  • personally acknowledge the complaint
  • fully understand the issues and what outcome you are seeking
  • identify whether you have any vulnerabilities or needs which will help us to resolve the complaint properly
  • identify what actions may be needed to resolve it
  • agree with you the frequency and method of contact during the investigation

If the matter can't be resolved immediately an action plan may be needed. Action plans will state the steps we're going to take to resolve the complaint and will include timescales. This will be agreed with you as soon as possible and no later than ten working days from receipt of your complaint.

We'll then investigate the complaint thoroughly and work to deliver an effective resolution for you. We'll then tell you the outcome of our investigation and explain why we reached the conclusion we did.

If you're dissatisfied with our response, you can ask for your complaint to be escalated to stage two of our process. Our policy sets out the situations where we'll consider escalation.

At this stage of the process, a senior manager, not previously involved, will carry out a complete review of the circumstances surrounding your complaint. They will:

  • contact you to understand the issues and the resolution you are seeking
  • review the previous investigations and actions to assess whether we met our responsibilities
  • identify any additional actions that may be required to achieve a resolution
  • make a decision, sign-off the review and send you a full written response

Taking your complaint further

If, after receiving our final written response, you think we've still not resolved your complaint to your satisfaction, you can contact the Housing Ombudsman.

The Housing Ombudsman will only accept a complaint if it has been through our above complaints procedure.

If your complaint is related to a support service, please contact your local supporting people team for more help and advice.