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 September 2025 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 2023-24, Andy Street, our Chair of Trustees, has said the following:
“I am pleased to see progress in our approach to complaint handling. I was also pleased to receive confirmation from the Ombudsman in April 2025 that our new Complaints Policy and Procedure is compliant with the Complaint Handling Code. 2025-26 will be our first full year working with this updated Policy and the new responsibilities for complaint handling that in confers on us. I look forward to this providing us with opportunities to hear from our residents and improve the service that we are providing them with.”
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.