If you are unhappy with one of our services, we want to put things right. When you make a complaint, you can expect us to: 

• accept your complaint in any format - you do not need to put it in writing
• try to resolve the issue straight away if we can
• carry out a full investigation if the issue cannot be resolved immediately, or if you ask us to
• provide clear written responses within set timescales - 10 working days for stage 1 and 20 working days for stage 2
• let you know if we need more time and explain why
• follow the Housing Ombudsman Complaint Handling Code and be open about what we learn from complaints

We will measure our performance and report on:

• the proportion of stage 1 complaints answered on time
• the proportion of stage 2 complaints answered on time
• residents satisfied with our complaint handling