Tenant involvement

Whether it’s a comment, compliment, or complaint, we encourage feedback so we can learn what we are doing well and where we need to make improvements. Your feedback will be treated in confidence and will only be discussed with people who need to know.

To ensure we continue to provide excellent support it is important that we learn from the experiences of our clients. We are also keen to hear from anyone else who comes into contact with us, for example a relative or friend of a client and health and social care professionals we work with.

Details on how to send us your comments and compliments or how to make a formal complaint can be found here.

Complaints handling

In May 2023, we carried out a self-assessment against the Housing Ombudsman’s revised complaints handling code. Our self-assessment sets out how we comply with the Housing Ombudsman code and the further actions we’re taking to improve how we handle and learn from complaints and how we make this information available to tenants and other stakeholders.

Annual tenants’ complaints review

We also produce an annual review of complaints we receive. you can read latest review on our website here.

Consultation

We consult with tenants where a change is proposed that substantially affects the management and maintenance of their home. Tenant’s views will be taken into account before any final decisions are made. The results of consultation and the decisions that follow will be reported to any tenants who are affected.