Feedback and complaints
We want to hear from you – whether something has gone wrong or gone really well.
Your feedback helps us understand what is working, what is not, and where we need to improve. If something has not met your expectations, we will take it seriously and work with you to put it right.
Making a complaint
A complaint is when you are unhappy with something we have done, or not done, and you would like us to investigate and respond.
[INSERT link to complaints process webpage]
How to send feedback
The quickest way to send feedback is through our online form.
You can also contact us by:
- calling 0300 555 6666
- visiting us at 100 Hatherton Street, Walsall, WS1 1AB
- writing to us at the same address
We may not respond to every piece of feedback, but we read all of it and use it to improve our services.
Send us feedback
Please complete the form with your feedback. We aim to respond within 5 working days.
[INSERT complaints form]
Our commitment to you
We aim to provide excellent services, but we know we do not always get things right.
When you tell us something is not working, we will:
- listen carefully and take you seriously
- be open and honest about what has happened
- work with you to find a fair solution
- learn from the issue so we can improve
Sometimes we can resolve things quickly without a formal complaint. If that is possible, we will talk it through with you and agree the best way forward.
Learning from what you tell us
Your feedback and complaints help shape how we improve.
Each year, we publish a report showing how many complaints we have received, how quickly we have responded, what we have learned and what we are doing differently.
We also share how we responded to feedback in our Tenant Satisfaction Measures (TSM) report. [INSERT link to TSM report]
We work with customers to review and improve our services and complaints process. If you would like to get involved, you can join our customer voice community and help us make a difference.
