Compliments and complaints

Our customers are at the heart of what we do. To enable us to deliver a great customer experience we welcome all your feedback, both positive and negative. This helps us to know when we get things right and also where we need to improve.


It’s great to hear when we have done well. This means we can make sure to keep doing it and share good practices across our team. We’ll also pass any compliments on to those employees that have given great service, so they know when they’re doing well.

Your feedback


Dissatisfaction and complaints

We understand that sometimes things go wrong. As soon as we're aware that you feel dissatisfied with the level of service we’ve given, we'll contact you and take the necessary steps to put things right quickly.

If you think we haven’t managed your dissatisfaction well, you can ask to open a formal complaint. We’ll then acknowledge this in writing within three working days and take your complaint through our two-stage process. This is set out in detail in our Customer Dissatisfaction and Complaints Policy[pdf]

All formal complaints are handled by one team. They work closely with colleagues across the business to make sure we do everything necessary to investigate the issue in detail and keep you informed.

If you feel unhappy or want to raise a formal complaint, you can complete this form:

Your feedback

Alternatively you can:

  • call us on 0300 555 0500;
  • email us at;
  • write to us at: Myriad House, 33 Springfield Lyons Approach, Chelmsford, CM2 5LB.

Lessons learnt

Here are examples of where we’ve used our customers’ voices to embed lessons learnt into our daily service delivery, identified through the lessons learnt group and via our complaints process.

You said We did
alt="" A customer questioned whether we’d received the email they sent to our Enquiries mailbox, as they didn’t receive a response from us. alt="" All employees that monitor this mailbox have been given further training to make sure that each email is acknowledged within five days and that we communicate our next steps.

We’d sent a customer a letter to re-charge them for clearing rubbish, but the letter didn’t offer any information or evidence to explain why or provide contact details to discuss any queries.


We have rewritten the letter to make sure it provides full information relating to the charge and who to contact with any questions or for more information. We’ll also be attaching photos to the letter to share the evidence and explain why the letter has been sent.

alt="" A customer had asked that all correspondence sent to them is in large print. However, they received a letter from two of our contractors in standard sized print. alt="" We checked and updated our systems to make sure that any customer account can be easily updated to make sure we send any correspondence in large print. We also spoke with our contractors to make sure they update their systems so that these requests are both clear and always met.
alt="" We provided incorrect advice whilst managing a customer’s bankruptcy order. alt="" We conducted refresher training with the team to make sure they have the right information and know the correct process to follow. 


A fair approach

Complaint handling code

The Housing Ombudsman published a new Complaint Handling Code in July 2020, setting out good practice that will allow landlords like us to respond to complaints effectively and fairly.

We’ve reviewed our complaints process to make sure we’re compliant. You can download our self assessments for more information:

For more information on how we manage customer feedback, please see our customer feedback leaflet [pdf]

Compensation and goodwill gesture

We aim to provide an excellent service, but we recognise that occasionally things do go wrong. If we fail to meet the level of service set out in our published standards, we’ll apologise and put things right. Sometimes this may involve paying compensation to you or making a goodwill gesture. You can read about our approach, when goodwill gestures will be paid, and how an amount is calculated, in our Compensation and Goodwill Gesture Policy [pdf].