We aim to give you the best service we can but, if something goes wrong, we want to know. Complaints give us valuable information about how we can improve our service.

If you do make a complaint, we won't treat you less favourably in the future.

Staff at your nearest regional office (for example, the customer services team) are usually the best people to contact if you have a complaint. Please talk to them first - they can normally sort out problems quickly and efficiently.

We aim to sort things out informally at first. If this doesn't work, you can use the formal complaints procedure set out in this leaflet.

You can make a complaint if you are:

• a resident or leaseholder of ours;
• applying for housing with us; or
• any other person or organisation affected badly by our service.

You can complain if you think:

• we failed to do something we should have done; or
• we did something wrong or of a poor standard.

You can make a complaint by either sending us a letter, phoning us or 

 Downloading our complaints form 

 Completing online form

 Please view the complaints leaflet here which contains all the information you will need to make a complaint

If you have difficulty putting your complaint in writing, ask a friend or your nearest regional office for help. Better still, get in touch with an independent advice agency like Citizens Advice or a housing aid centre. Make sure you agree with any written statement produced by the person you speak to. We will not normally deal with complaints from people who do not give us their names.

We can refuse to consider your complaint under this procedure if you are making your complaint in an unreasonable way or there is a more appropriate way of solving the dispute (for example, through a leasehold tribunal).

We will:

• let you know we have received your complaint;
• give you the name of the person dealing with your complaint at each stage of the procedure;
• keep a record of your complaint and our responses and actions; and
• send you a full written response to your complaint.

Keeping accurate records helps us to improve our service by using the information we get from complaints.