In this section you will find information on how to make a complaint and what you can expect from us. You will also find information on what other independent agencies and authorities are available to help you.
Our aim is to try and resolve any issues or dissatisfaction at the earliest opportunity and we have introduced an easier and clearer way for our sheltered and leasehold residents to make a complaint or compliment about our services. We have adopted the ethos from the new Housing Ombudsman Code to assess and improve our complaints process.
Our new complaints, compliments and comments policy sets out how our tenants and leaseholders can make a complaint and we will work with them to resolve their complaint. Our policy also sets out how we will learn from complaints, comments and compliments to continuously improve our service. Here is the policy: Handling complaints, compliments and comments in sheltered, ILA and leasehold Policy v4 2022[pdf] 302KB
Here is our care home complaints policy: Handling complaints, compliments and comments in care homes Policy v1 2021 [pdf] 496KB
Here is our care home complaints procedure: Complaints procedure for care homes v1 2021.pdf [pdf] 457KB
If you would like to let us know about an issue that you are concerned about, but do not want to make a complaint (e.g. such as a missed repair), please use our Contact Us form instead.
We are committed to providing high-quality services and we value complaints and use your feedback to help us improve our services.
Sometimes things can go wrong, or you maybe dissatisfied with our service - if this happens please tell us.
Here is a helpful guide about making a complaint, how we will deal with it and the formal two stage complaints process.
Your guide to making a complaint, compliment or comment[pdf] 118KB
Before making a complaint, have you tried to contact us? We might be able to quickly sort out your issue.
If you have a concern, it is often best to start by talking it through with your scheme manager or care home manager. This may help resolve the matter without the need to make a formal complaint.
If the matter remains unresolved, you can contact us by:
When complaining, please tell us:
It's always great to hear when you're satisfied with our service and we encourage you to tell us when things have gone well so we can learn from them.
There are external agencies and organisations you can contact for support and further information.
Housing Ombudsman Service
The Housing Ombudsman Service provides advice and support to tenants about complaining to their landlord, as well as considering formal complaints from tenants who have exhausted their landlord's complaints process.
The Local Government and Social Care Ombudsman
PO Box 4771, Coventry, CV4 0EH
Phone: 0300 061 0614
Care Quality Commission Customer Service Centre
Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Phone: 0300 616161
Citizen's Advice Bureau
Adviceline (England): 0800 144 8848
Advice line: 0800 678 1602
The Housing Ombudsman Service published a new Complaint Handling Code in July 2020, setting out good practice that will allow landlords to respond to complaints effectively and fairly.
We self-assess against the code and publish our results. Here is our report for 2022/23