Complaints policy

Stage 1: Responding to your complaint

If you are unhappy with our service, please speak to your Sales Consultant in the first instance. They can normally sort out problems quickly and efficiently for you.

If there is still problem, please let us know. We will ask you how you would like us to contact you and let you know within five working days who is dealing with your complaint. They may ask relevant members of the team to help them to investigate.

We will consider a range of options to sort out your complaint. You will receive our reply within 10 working days, and we will confirm our reply in a letter.

Stage 2: If you are still not happy

You should ask us to look into why you are still not happy. A senior manager will investigate your complaint. They will reply to you within 10 working days, and we will confirm our reply in a letter.

We hope you are happy with the result. If you are not, please tell us within 15 working days. You will need to tell us why you are not happy and what you would like us to do.

Stage 3: The final appeal

Your appeal will be considered by a panel of three people, including representatives of our board of management. They will hear your appeal within 20 working days of you telling us why you were unhappy with our reply at stage two.

You do not have to attend the appeal panel’s meeting. But if you want to, you or your representative are welcome to attend if you let us know in advance.

We will write to tell you what the appeal panel decided within five working days of the panel meeting.

What else can you do?

If you are not happy with how we have dealt with your complaint, you can ask the Housing Ombudsman Service  to investigate.