We’re sorry to hear that something hasn’t gone as expected. We understand that issues can come up, and we’re here to put things right as quickly and simply as possible.

Our complaints procedure is here to be straightforward and fair. If anything is unclear, please don’t hesitate to contact us, we’re here to help.

Where possible, we aim to sort your issues out informally, as this is often the quickest way to sort things out. If this is the first time you’re raising the issue, it may be quicker to submit a service request instead.

You can also read our full Complaints Policy for more details.

Each year, we publish a Complaints Performance Report highlighting how we’ve handled complaints and what we’ve done to improve our services.

We aim to resolve complaints fairly and efficiently. Our procedure has three main stages:

While we aim to resolve all concerns fairly, there are some issues that fall outside our complaints procedure. These include:

• Legal matters – Issues where legal proceedings have started, or a court, tribunal, or other legal body has already made a decision.
• Issues outside our responsibility – For example, fly-tipping on council land, which should be reported to your local authority.
• Service requests – Such as reporting a repair or requesting a service. However, you can complain about how a service or repair was handled.
• Anti-social behaviour – These cases are managed under our Anti-Social Behaviour Policy. You can still complain about how we handled an anti-social behaviour case.
• Historic issues – Incidents that occurred more than six months ago.
• Resolved complaints – Matters that have already been through our complaints process and received a final response.
• Appeals – Disagreements with housing management or policy decisions are handled under our Customer Appeals Policy. You can request a review through that process.

If you’re unsure whether your issue qualifies as a complaint, please contact our team, we’re happy to help clarify and guide you to the right process.

To investigate your complaint properly, we may need to ask you for more information. If we don’t receive this, we may have to close your complaint. However, if you provide the information later, we’ll reopen your complaint at the same stage.

What Happens If You Provide New Information?

If you share new details that change the nature of your complaint, we’ll continue investigating at the current stage rather than moving it forward. This helps us focus on resolving the issue thoroughly. If you raise a new, unrelated issue, we’ll start a separate complaint to ensure it’s handled properly.

Getting Help with Your Complaint

You’re welcome to have someone support you with your complaint. We’ll just need your permission before we can share any personal details with them, to protect your confidentiality.