Here is a list of our service standards. These are what you can expect from us in terms of the level of service you will get. We have broken them down into the five sections below
There are two stages in the way we will handle your complaint.
First of all, we will try to resolve any problems you have when you contact the Customer Service Team.
If, unfortunately, we're not able to resolve it, your complaint will be forwarded to an appropriate manager who will contact you within 10 working days, or a bit longer if you agree to this.
If you're still dissatisfied we will escalate your complaint to stage 2 of our complaints process.
A more senior manager will review the evidence collected at stage 1 and, this time, provide a response within 14 working days. Again we can extend this time limit if you agree.
We hope your complaint will now be resolved, but if you are still unhappy you can approach your local MP or councillor (known as a designated person) who will then decide whether they will pursue your complaint further.
If they refuse then, if you are a tenant, you may go direct to the Housing Ombudsman.
But if you would rather not seek a designated person you must wait eight weeks before applying to the Housing Ombudsman.