Your feedback

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


It’s great to hear when we have done well, so any compliments will be passed on to those employees that have given great service.


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.

If you think we haven’t managed your dissatisfaction well, you can ask to open a formal complaint which we’ll acknowledge in writing within three working days.


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

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 Complaints Handling Code self-assessment [pdf].

To let us know how you feel, complete our online feedback form and we will get in touch.

Alternatively you can:

  • Email;
  • Telephone 0300 555 0500;
  • Write to us at: Myriad House, 33 Springfield Lyons Approach, Chelmsford, CM2 5LB.

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