We want every customer to be happy with the service they receive. If something has gone wrong, please tell us — we treat every complaint seriously and use the feedback to improve.
How to contact us
- Using our contact form: send us a message — this is the quickest way to reach us and it goes straight to the team.
Please include as much detail as you can, along with any reference number you have been given.
What we will do
- Acknowledge your complaint in writing within five working days.
- Investigate the issue fairly and consistently, and keep you updated on progress.
- Provide a final written response within eight weeks of receiving the complaint.
- Where we agree something has gone wrong, apologise, explain what happened, and take steps to put it right and stop it happening again.
To help us deal with your complaint quickly, please include as much detail as you can and tell us how you would like things resolved.
If you are still not happy
If you are not satisfied with our final response, or eight weeks have passed and we have not provided one, you can refer the complaint to the Housing Ombudsman free of charge. The Housing Ombudsman handles complaints about landlords and housing disrepair:
Housing Ombudsman Service
PO Box 1484, Unit D, Preston, PR2 0ET
Phone: 0300 111 3000 (Mon–Fri 9:15am–5:15pm)
Email: info@housing-ombudsman.org.uk
Website: housing-ombudsman.org.uk