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Do we always get it right?

We want to give our residents the best service that we can and to ensure everyone is treated fairly and efficiently. Sometimes, however, we make mistakes and we receive complaints.

Complaints are important to us because they provide us with feedback from customers about the things that we don’t get right. By learning from the feedback we can improve the way we work and the service that we offer to our customers.

Complaints received 2017 to 2018

1 April 2016 – 31 March 2017 1 April 2017 – 31 March 2018
Complaints received 31 21
complaints resolved or closed at stage 1 28 18
complaints progressed to stage 2 3 2
complaints resolved or closed at stage 2 3 1

Between 1 April 2017 and the end of March 2018 we received 21 new complaints, compared to 31 for the previous year.

86% of complaints were resolved at the first stage.

Of the 21 complaints received in 2017/18, we upheld 10 and partially upheld 4 and 7 were not upheld.

Where we know something has gone wrong we have put things right ,for example, coaching and letter writing sessions for relevant staff, working more closely with other organisations and changing procedures to make things clearer for tenants and to improve our processes, for example, the neighbour nuisance procedure. In other cases, we have apologised for errors made, carried out repairs and offered compensation where appropriate.  

If you wish to make a complaint about repairs and maintenance, please contact Janet Walker, complaints officer, on 01305 214071 or email .

For complaints about housing services, please contact Amanda Taylor, complaints officer, on 01984 635131 or email

You can also complete the complaints form online.

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