Even with the best will in the world, sometimes things go wrong. 

If it does we’d like to know so we can put matters right and learn from any mistakes.  If you believe we have failed in our service you can make a complaint here.

Usually the best people to put matters right are the team responsible for delivering the service to you, so in the first instance we may try and resolve your complaint by asking that team to contact you and see if they can resolve your concerns.  If that’s not possible we’ll deal with your complaint formally and send you a written response detailing what we can do. We can’t always do exactly what you want us to do, but we’ll try our best to help you.

We are members of the independent Housing Ombudsman scheme and if we’ve been unable to resolve your complaint after we’ve exhausted our formal complaints process you may be able to refer your complaint to them.

Our complaints policy gives more information about this and our complaints service promise explains what you can expect from us if you make a complaint.

If you provide us with a valid email address, we’ll automatically acknowledge your complaint and include what you’ve told us on the form so you have a record of what you’ve said. You will also be able to send additional information to support your complaint, for example any photos you may have.

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