Feedback and Complaints

We hope that you are satisfied with the services we provide. However we realise there are times when you may want to complain, tell us how we can improve our services, or perhaps compliment us on something we have done well.

Your views are valued. Receiving responses from residents and other interested parties are an important part of our service and helps us to improve.

No matter what type of feedback you want to give us, whether it is good or bad, we will take it seriously, treat you fairly and use it to improve our service

How to give feedback
you can respond to us:

• Online
• By email
• By Telephone
• In Writing
• In Person

What is feedback?
Feedback may include:

Compliments:
If you are happy with our service or the quality of service we have provided or the people who provided the service.

Comments:
Please suggest improvements or changes we can make , or give your opinion on what we do.

Query:
There may be something you want to know, or you have a question to ask.

Complaints:
We aim to get it right first time but know that on occasions you may not be happy with the service you receive or some of the things we do. We encourage our customers to tell us when something goes wrong or when they are unhappy so that we can do something about it. In most cases we try to answer your complaint straight away. When we are able to answer your complaint to your satisfaction immediately, we will let you know what we have done and check that you are happy. We try to do this by telephone, so if you are able, please leave us a contact number

When we are unable to answer your complaint quickly, we will use our Customer Care and Feedback Policy and acknowledge your complaint within 3 working days.

For more details our Customer Care and Feedback Policy, please call our Customer Services Team on 0845 3006648. Or you can download a copy of the policy using the link below.