We operate an open, accountable complaints procedure.  It includes timescales to make sure you receive a fully investigated response to your complaint within an acceptable time.

We will acknowledge complaints in writing within two working days of receiving them and we will give you a full written response within ten working days of receiving your complaint.

We will provide all customers with the opportunity to appeal against the decisions we reach, following the investigation of a complaint.  If you are not satisfied with the way we have dealt with your complaint, we will help you take your case to the Housing Ombudsman Service.

We will offer to use mediation services, if appropriate, during the investigation of a complaint.

We will offer customer compensation after a complaint has been investigated, if it is appropriate.  Compensation paid may be credited to the customer's rent account if they are in arrears.

If you make a complaint against us, this will not affect the way we treat you in the future.

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Page last updated 19.08.09