Complaints procedure
Anyone can use this procedure: residents, landlords and agents, council staff, neighbours, contractors and the public.
Last updated 4 October 2026
Emergencies are not complaints. For an emergency repair call 07956 365266 (24 hours). If you smell gas, call the National Gas Emergency Service on 0800 111 999. For fire or danger to life, call 999.
How to complain
- Email [email protected]
- Phone 07956 365266
- Or ask your council caseworker, a support worker, a friend or an adviser to contact us for you.
Tell us what happened, what you would like us to do, and how to contact you. If you need help making a complaint, or information in another format or language, we will arrange it.
Stage 1: our response
- We acknowledge your complaint within 3 working days.
- We send a full reply within 10 working days.
- If we need longer, for example to get a contractor's report, we tell you why and give a new date.
- Our reply says what we found, whether we got something wrong, what we will do, and what to do if you are not satisfied.
Stage 2: review by the director
If you are unhappy with our Stage 1 reply, ask for a review within 20 working days. The director reviews your complaint and sends a final reply within 10 working days.
Where else you can go
If you live in one of our homes: the council that placed you is responsible for your housing duty and for checking your accommodation is suitable. You can raise concerns with your council caseworker at any time, even while your complaint to us is open. If you think the accommodation is not suitable, tell your council; there may be a formal review with strict time limits, and Shelter (0808 800 4444) can advise. If you are unhappy with how the council dealt with your placement, use the council's complaints procedure and then, if needed, the Local Government and Social Care Ombudsman (lgo.org.uk, 0300 061 0614).
Landlords and property owners: complaints about your lease go through Stages 1 and 2 above, and the lease may include a dispute resolution clause.
Councils: complaints under a contract are also handled under the complaints or contract-management terms in that contract, which take priority.
Redress scheme: if we join a redress scheme, we will name it here.
Complaints about your personal information
Email [email protected]. We acknowledge data protection complaints within 30 days, investigate without undue delay and tell you the outcome. You can also complain to the Information Commissioner's Office: ico.org.uk/make-a-complaint, 0303 123 1113.
Our promises
- Making a complaint will never affect your placement or how we treat you.
- We do not end a placement ourselves. Any change to a placement goes through the council.
- We keep a record of complaints so we can learn from them.