Complaints and compensation

We are committed to providing a high quality service to all our customers, but sometimes we may make a mistake. If you make a complaint, it will be treated seriously and with sensitivity, and we will make proper redress and an apology when it is appropriate. We view complaints positively – they can help us to improve our services.

We have a complaints procedure that ensures all complaints are treated fairly and equally. We also subscribe to the independent Housing Ombudsman, who will look at your complaint if you feel we have failed to resolve it.

Sometimes, if we fail to meet acceptable standards of service, it can cause loss, damage or inconvenience to a resident. We have a Compensation Policy, which outlines the circumstances under which you may claim compensation. Claims must be made on the official compensation claim form, which must be signed and returned to the Trust. We cannot accept claim forms submitted by email.

You can read more about our approach to complaints in our Complaints Policy.