Help us improve our complaints process

Help us improve our complaints process
Three minute read
Published: 13 Mar 2024

We are looking for volunteers to help make sure residents get a fair outcome when they go through the complaints process.

As a Customer Complaints Representative you will be assigned a stage-two complaint to look at. We’ll give you an information pack and the relevant policies then, once you have reviewed everything, you will meet with the Investigating Manager to make sure the resident had a fair investigation.

As a tenant yourself, you will be able to see it from their perspective. Your aim will be to make sure we are responding in the correct manner, to hold us accountable, and to help us make improvements that reflect what matters most to our residents.

Register your interest by emailing

Do you know how to raise a complaint?

If you have a concern about the service you receive from us, we want to put things right. Here’s what you need to do:

1. Firstly, report the issue to us – use your online account here, call 0800 218 2247 or email

2. If you aren’t happy with how we dealt with the issue, raise a complaint! You can use your online account, email us at, or you can fill out the online form here.

3. If you aren’t happy with our final response to your complaint, you can escalate it to the Housing Ombudsman. Visit or call 0300 111 3000