We accept that we will not always get things right. We are committed to listening to what our residents tell us in order to continuously improve our homes and our housing services. One way that residents can seek improvements, register their dissatisfaction or bring problems to our attention is by making a complaint. We mean it when we say that we treat complaints as opportunities to improve what we do. Every resident has the right to raise a complaint. A full copy of our Complaints Policy and Procedure can be found here.
Every year we carry out a self-assessment of our complaint handling. A copy of the self-assessment completed in October 2026 can be found here. Each year, we also produce a report on our complaint handling. The most recent report can be found here.
In response to the report for 2025-26, Andy Street, our Chair of Trustees, has said the following:
“I am pleased to see that the two complaints raised during the year were both resolved and led to learning for our colleagues and tangible improvements to the home of one of our residents. As I hand over the Member Responsible for Complaints role to another Trustee, I feel that I do so knowing that we are on a trajectory of continuous improvement. In the year to come, our priority will be improving our engagement even further with residents and ensuring that they are always aware of their right to make a complaint, and what to expect from the process.”
Residents who wish to make a complaint, service request or offer any other type of feedback, can fill out the contact form below or call us on 0117 9300 301.