We welcome your views and opinions. We use your feedback to understand what we are getting right, what we are getting wrong and where we can improve.
We treat all complaints confidentially, respectfully and fairly so please get in touch.
We want to make it as easy as possible for you to provide feedback, so there are lots of different ways to get in touch:
Whatever way you choose to contact us, we want to hear from you. Your feedback makes a real difference to the services we provide.
When we receive your complaint, we will aim to resolve it when you first tell us that you are unhappy with our service; this is referred to as a First Time Resolution. We aim to respond to you within 5 working days and provide a resolution to your complaint. This will be either by the person taking the complaint from you or it may be passed to the relevant team for specialist advice.
If we can’t resolve your complaint at First Time Resolution, we will escalate your complaint to the Final Resolution stage of our complaint process.
If your complaint has not been resolved at First Time Resolution, we will further investigate the matter.
We will agree a date with you to respond by, keep you informed of progress and give you the name of the Manager who is investigating your complaint. They will look at all the issues you have raised, and will aim to respond within 15 working days.
If you are unhappy with how we have handled your complaint you maybe able to contact the Property Ombudsman. The Property Ombudsman is a government approved scheme to provide independent redress in relation to disputes between consumers and property agents.
The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, SP1 2BP01722 333 306www.tpos.co.uk
You normally have up to 12 months from the date of our final response to refer your complaint to the Housing Ombudsman, and 6 months to the Property Ombudsman – although it is preferable that you do so as soon as possible.
If you need help or advice or want someone, such as relative, a friend or an adviser, to act on your behalf, you can do this if we have your permission to talk to them.
If you need help to find an adviser who is independent you can contact the Citizens Advice Bureau, Housing Aid Centre, Local Law Centre, a solicitor, your local Councilor or your Member of Parliament. You can find contact details for these in local directories or on the internet.