Tenant and leaseholder complaints information
We are sorry you are unhappy with the service we have provided or not met your expectations. The Housing team aim to provide a high-quality consistent service but accept that from time-to-time things can go wrong. When things do go wrong; we want to resolve them as quickly as possible.
Before raising an official complaint
Most problems can be resolved by contacting us, so before you consider making a formal complaint, we ask you to tell us about the problem so we can try to resolve it.
Contact us
Use our Contact us - housing services form. This is our preferred way of contact, as we ask you for all the information we need to try and remedy the problem you have. Once submitted, you will receive a reference number, so you know we have received it. But it you would rather not or cannot complete the form, you can tell us about your problem by:
- telephone - call us on 01753 475111 and choose option 3 and we will ask you to tell us the problem.
- visiting a Community hub to raise your problem. Or if you can book an appointment through our Customer access book an appointment form.
If you have not raised the problem with the Housing Team before, we may treat your request as a service request. If we do this, we will let you know that this is the action we have taken.
What is a service request
Many of the reports we receive require us to do, remove, fix or clean something. We will treat these as a request for us to do something (a service request) rather than a complaint unless you have already reported it, and we have failed to do something.
If a service request is not responded to in a reasonable timescale or in a reasonable way, this lack of action or poor standard of response would be considered a complaint such as a missed bin collection, graffiti removal, broken streetlights, litter, fly tipping, potholes, abandoned cars and grass cutting.