Complaints policies
Our complaints and compensation policies, written in line with the Housing Ombudsman’s Code, outline our approach to resolving your concerns.
They explain how we aim for clear communication, fair investigations, and swift solutions.
They also show how we learn from complaints to improve our services.
- Complaints policy
We want you to feel confident raising any concern and know we’ll act fairly and quickly to resolve it.
Our policy outlines our approach to handling complaints, making sure every issue is investigated thoroughly and communicated clearly.
It also shows how we use feedback to learn, improve and deliver the best possible service to everyone.
Read our Complaints policy (PDF)
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- Compensation policy
We understand that sometimes things go wrong, and our service may not meet your expectations.
Our policy explains when and how we may take action to make things right, whether this is through a refund, reimbursing a cost, an award of compensation or something else we may do to put things right.
It also shows how we are committed to handling requests fairly and consistently, in line with our duties as a responsible social landlord, to help us learn and improve our services.