Policies and Procedures

If you are interested in any of our policies and procedures you can click on any of the links below for a document giving a full description of your query.

Formal complaints 

We aim to give you the best service we can but, if something goes wrong, we want to know.  Complaints give us valuable information about how we can improve our service.  If you do make a complaint , we will not treat you any less favourably in the future.

Before making a formal complaint we would suggest that you contact a member of our Customer Services Team first - they can normally sort out problems quickly and efficiently.  Please contact our Customer Service Centre on 0845 009 2500.  We would like to be able to sort things out informally at first.  If this doesn't work, you can use the formal complaints procedure which is set out in the leaflet that you can access from the link on the right.

Who can complain?

You can make a complaint if you are :

• a resident or leaseholder of ours
• applying for housing with us; or
• any other person or organisation affected badly by our service

What can I complain about?

You can complain if you think:

• we failed to do something we should have done; or
• we did something wrong or of a poor standard

How to complain?

You can make a complaint by either sending us a letter, phoning us, e-mailing us, texting us or in person at our Hindle House or George Street Office.

You can also download the complaints form from the link on the right and submitting this to us in your preferred method.

If you have difficulty putting your complaint into writing, ask a friend if they can help or contact one of our Customer Service Assistants on 0845 009 2500 who will be able to help.  You can also contact an independent advice agency like the Citizens Advice.  Please make sure that you agree with any written statement produced by the person you ask to help you.

We will not normally deal with complaints from people who do not give their names.

We can refuse to consider your complaint under our procedure if you are making a complaint in an unreasonable way or there is a more appropriate way of solving the dispute (for example, through a leasehold tribunal).

What we will do.  

We will:

• let you know we have received your complaint;
• give the name of the person dealing with your complaint at each stage of the process;
• keep a record of your complaint and our responses and actions; and
• send you a full written response to your complaint.

Keeping accurate records helps us to improve our service by using the information we get from complaints.

 Equality and diversity

Our policy on equality and diversity in employment.

Customer service charter

To see our customer service charter.

Data protection and confidentiality

To download our In Confidence leaflet.