Complaints process
Stage one
We will acknowledge receipt of your contact within one working day. We will advise you if you need to fill in a consent form if you are complaining for someone else.
When you have made a complaint, we will contact you within 5 working days to discuss your complaint in more detail and confirm our understanding of your issues. We will then send you an acknowledgement letter to confirm what you have told us.
You will receive a full response to your complaint within 10 working days of the acknowledgement letter being sent. The 10 working days starts on the day we send the acknowledgement letter, not on the day you tell us about your complaint.
If you remain unhappy and wish to request that your complaint moves to stage 2, tell us within 28 days of your stage one response. It is helpful if you provide reasons as to why you remain unsatisfied, but it is not compulsory.
Stage 2
At stage 2 a different person reviews your case using any additional information to help us.
We will contact you within 5 working days of receipt of your request to discuss your complaint in more detail and confirm our understanding of why you remain unhappy. We will then send you an acknowledgement letter to confirm what you have told us.
We aim to send a full response within 20 working days of acknowledging your complaint. The 20 working days starts on the day we send the acknowledgement letter, not on the day you asked us to escalate your complaint.
Once you have received a response at Stage 2, our landlords complaints process is finished.
If you remain unsatisfied you can contact the Housing Ombudsman.