We’ve changed the way we handle concerns

    We have listened to your feedback and made some changes to the way we handle your concerns. The new policy is effective from 17 February 2020.

    To help us improve the way we handle your concerns, we have launched a new Complaints Resolution Policy this week. The new policy is effective from 17 February 2020.

    We have listened to your feedback and made some changes to the way we handle your concerns.

    You told us you want us to resolve concerns at the earliest possible opportunity. As part of the new process, we have introduced a new Resolutions team which will be investigating concerns as soon as they reach us and will work with you to agree a resolution. If for any reason they are unable to achieve this, then we will follow a formal complaint route.

    Over the next 12 months we will be monitoring the impact of the new policy to ensure it is delivering on the objectives of improved customer service. We will carry out a review at the end of this period.

    Please note that any complaints logged with us before 17 February 2020 is being processed through our previous main policy here (Senior Living customers should refer to this policy, and private tenants to this one).    

    You can read our complaints FAQ and current policy. Please get in touch with us if you have any question about our new process for handling concerns.

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