Our complaints service has improved

Even though we do our best to deliver safe, reliable and modern services to our 90,000 customers, sometimes things don’t go quite to plan. If this happens, we’d like to know so we can put matters right and learn from any mistakes. 

The Housing Ombudsman recently published a new Complaint Handling Code and we’ve now used the code to simplify and improve our complaints process.

The Complaint Handling Code can be found here on our website.

We’ve also listened to your feedback and made some changes to improve our complaint handling service which includes reducing the amount of time you have to wait to receive a response.

We’ve also introduced a complaint handling satisfaction survey to help us understand what is working well, and what could be made better.

Ian Copus, complaints manager said: “This is an exciting opportunity to genuinely improve our customer’s experience in how we deal with complaints, improving the service we provide by listening to our customers, and learning from our mistakes.”