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Complaints

Customer feedback

We aim to provide an excellent level of service to all our customers, but we know that sometimes things don’t go as expected. We welcome feedback from our customers as they help us to put things right and make changes to improve our service.

If you would like to know more about our complaints procedure our Guide to Complaints provides further information.

I want to make a complaint - what should I do next?

We will always try to resolve an issue at the first point of contact or by the next working day. Where it is not possible to do this, our aim is to deal with your complaint informally, in the first instance, and with your agreement provide you with a response within seven working days. If we are not able to do so within this timeframe, or you are unhappy with the outcome, we will progress your complaint to stage 1 in our formal procedure.

If you have a complaint, we would like you to tell us about it and what we can do to put things right. Please complete all sections of the form below, as this will help us to deal with your complaint as quickly as possible, or alternatively contact OneCALL on 0345 8 507 507.

Details of complaint




If you would like to know more about our Complaints Policy and Complaints Procedure please click on the links.

Housing Ombudsman

If, following our final response to your complaint, you are dissatisfied with the outcome you can ask the Housing Ombudsman Service to investigate your complaint. The Housing Ombudsman offers an impartial service to resolve disputes and can be contacted directly by:

More information about the types of complaints the Housing Ombudsman can consider and what it does is available on its website.

As members of the Housing Ombudsman Service Scheme, we have to carry out a self-assessment to ensure compliance with its Complaint Handling Code.