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customer services
Suggestions, comments and complaints
How will we handle your complaint?
We try to deal with complaints, grievances and other matters as quickly as possible but this often depends on how complicated the problem is. You will always receive an acknowledgement of your complaint within 48 hours of us receiving your correspondence or phone call.
A more detailed response will be sent to you within 10 working days explaining what action is being taken or will be taken. If more time is required to fully investigate your complaint we will tell you when you can expect to receive a full response.
Your regional housing services manager is responsible for ensuring that your complaint is dealt with according to our published standards and timescales. If they cannot resolve the complaint within 30 working days they will refer the matter to the head of housing services.
We will always try and be as clear as we can in all of our communications with you, we will also ensure that you only have to deal with one member of staff in the resolution of the complaint.
