We want all our customers to have positive experiences with us and would love to hear from you if a member of our team has exceeded your expectations. If you’d like to leave a compliment, you can contact us through any of the methods below.
If you’re unhappy with the service you’ve received, we aim to resolve this first time by being fair, transparent and consistent. However, if you’re not happy with the result and wish to make a formal complaint, we follow a two-step process.
You will receive an acknowledgement letter within three days of us receiving your complaint. Our Customer Resolutions Officer will then contact you to discuss the complaint in detail, how long the investigation is likely to take, talk through your expected outcomes and the actions we will then take.
We will review all available evidence through a formal investigation and contact you to talk about our findings. We will then send you a letter of confirmation when the complaint has been resolved.
On the rare occasions that more time is required to solve an issue for you, for example if there is a major repair required to your property, we will work with you and maintain regular contact until the issue is resolved.
Where a complaint has not been resolved satisfactorily and a customer has additional or supporting evidence that demonstrates our failings, a single stage appeal process may be used.
All appeals will be considered by either our Customer Services Manager or our Customer Services Director, unless the appeal itself is about either of them, in which case it will be reviewed by another, appropriate member of our executive team.
If you still feel the complaint has not been resolved correctly and you have been through our process, you have the right to take this to the Housing Ombudsman service. You can find out more about this on the Housing Ombudsman’s website here.
Visit our Contact us page for details of how to get in touch and leave a compliment or make a complaint.
Your feedback matters.
Without your feedback, we cannot put right what we have done wrong. Here are some of the things we have learnt:
A complaint was made about the manufacturing of the lifeline systems we provide to customers. The fact that he could not easily locate the unit in the dark made him incredibly anxious.
We have provided the customer with a small battery-operated light near his lifeline unit.
What we have learnt
To prevent this in the future, fluorescent glow in the dark strips will be provided with all units to help visibility in dark rooms.
Out-of-hours call from a customer who could not access her property due to the key fob not working.
We have supplied the customer with a new fob when hers has broken.
What we have learnt
To prevent this happening in future, we have installed a key safe on the outside of the building. If any of the customers have issues with their key fobs, they can now call us for the code and use the replacement to enter the building to save having to wait for someone.