Giving us feedback image

Making a complaint

We want to make it as easy as possible for you to tell us when you feel something’s gone wrong. 

If you’re not happy with a service we’ve provided, please get in touch


Once we’ve heard from you, we’ll:

  • Make sure we understand what’s happened from your view point and look for a solution.
  • Be clear about what we can and can’t do.
  • Sort out your issue if we can.
  • Tell you who’ll be able to help if the issue is complex.
  • Keep in touch until everything’s sorted out.
  • Look at the cause of the issue so we can stop it happening again.


As a charitable organisation, we rarely offer compensation, unless you’ve suffered financial loss (like damage to your personal belongings) or paid for a service you didn’t receive.

When deciding on any compensation, we’ll consider:

  • How much you’ve been disrupted. 
  • How long it’s taken to put things right. 
  • If you’ve suffered significant distress.


If you’re not happy with our response

If we’ve done all we reasonably can but you’re still unhappy, you can ask your local councillor or MP to get involved, or ask the Housing Ombudsman Service to look into your complaint. The ombudsman will gather the facts from everyone involved and then make a final decision.