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Using our complaints process to improve our services to you

We always want to improve our services to residents and that’s why we want to make sure that you know what to expect when you make a complaint.

When you make a complaint it gives us a chance to look at the way we carry out our commitment to bringing residents across the city quality services as their housing provider and how we can make things better.

Following on from a commitment made in the Social Housing White Paper, we’re joining in with our partner organisations across the country to join the Ministry of Housing, Communities and Local Government’s campaign to raise awareness among residents of the complaints process, helping people feel empowered to make complaints where needed. 

As well as this, we are proud to have been members of The Housing Ombudsman since we formed in 2009.

The Housing Ombudsman is an independent body that looks at housing provider complaints where they can’t be resolved – signing up to the Ombudsman is voluntary and over 1900 housing associations are signed up, committing to improving services through the complaints process.

We’ve also put together an easy-to-read chart that shows what you can expect when making a complaint

Although this has come at a time when housing associations face exceptional challenges and limitations in delivering services for residents due to coronavirus, we want to make you more aware of the complaints process and the way we can take complaints and turn them into positive outcomes for everyone.