We aim to deal with any feedback from customers at the first point of contact and as quickly as possible
Our complaints procedure is split into two stages. We will try to resolve your complaint in stage one. If we don’t, you can escalate it to stage two. You can find a detailed timeline of our complaints process in our Complaints Process Guidance.
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How can I make a complaint?
- Fill out an enquiry form
- Through your MyPCH account
- Call us on 0808 230 6500
- Send us a message on social media
- In person at our Head Office
- Write to us at Plymouth Community Homes, Plumer House, Tailyour Road, Crownhill, Plymouth, PL6 5DH
Contacting the Housing Ombudsman
Once you have completed our internal complaints procedure, and if you are still not satisfied, you may contact the Housing Ombudsman to pursue the matter further outside of the PCH internal complaints process.
- Visit the Housing Ombudsman website
- Email: info@housing-ombudsman.org.uk
- 0300 111 3000
- Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Contacting the Building Safety Regulator
- Visit the Building Safety Regulator website
- 0300 790 6787
- Monday, Tuesday, Thursday and Friday: 8.30am to 5pm. Wednesday: 10am to 5pm.
Contacting the Energy Ombudsman
From 1 April 2025, the Energy Ombudsman can review disputes for all heat network suppliers. PCH are a members of this scheme and any complaints relating to this will be subject to our standards complaints policy.
- Visit the Energy Ombudsman website
- Email: enquiry@energyombudsman.org
- 0330 440 1624
- Monday to Friday, 8am to 6pm
DOWNLOADS
Housing Ombudsman Complaint Handling Code Self-Assessment
Read our self assessment, annual complaints performance and service improvement report and governing body response in compliance with the Housing Ombudsman Complaint Handling Code
