Changes to complaints

We’re making some changes to the way we deal with complaints.

On 1st April, 2024, we will be changing our complaints process to make sure we fully comply with new rules set out by the Housing Ombudsman.

The changes are meant to make it easier and quicker for you to get your complaints resolved.


What will change?

  1. The process will change from having three stages to two. You will be able to go to the Ombudsman with your complaint if you remain unhappy with our response at the end of stage two.
  1. We will be changing the amount of time we have to get back to you about your complaint.

At stage one, we will have to respond to your complaint within 10 working days (instead of 15).  If we need more time to investigate, this can be extended up to another 10 working days, but we have to tell you that we are doing this and why.

At stage two, we will have to get back to you within 20 working days.  This can be extended by another 20 working days, but we need to let you know we are doing this and why.


We will be updating our leaflets and website pages on 1st April.


If we don’t know, we can’t put it right.

We hope you are happy with our service, but if you are not, we want to know about it.  We welcome your feedback – good or bad – because it helps us to understand what we’re doing well and where we need to improve.  If we don’t know something has gone wrong, we can’t put it right.

If you want to find out more about giving feedback, or if you would like to make a complaint, or give us a compliment, click here.