This survey will take about 5 minutes to complete.

(Please note: If we manage your home on behalf of another landlord (for example, Legal & General Affordable Homes), the process for stage two complaints may differ. Contact us for more information).
We’ve changed stage two of our complaint process to improve our service and get a quicker resolution for customers. You can read more about it in this blog post or find a brief overview below. Let us know what you think about the changes we’ve made by taking the survey.

What happens when you make a complaint

1. We acknowledge complaints within five working days and take your complaint through our two-stage process.

2. Stage one - Once we’ve acknowledged your complaint, you'll get a response within 10 working days, though complex cases may take longer—we’ll explain any delays. We’ll carry out a thorough investigation and make sure any outcome is fair, reasonable, and impartial. If you're unhappy with our stage one response, you can escalate to stage two.

3. Previous stage two - We used to arrange appeal panels led by a Director, Head of Service, or Senior Manager and a second impartial employee who hadn’t been involved in the complaint. Customers could attend the appeal panel in person or online, but this process and associated administrative tasks often delayed the complaint’s progress.

4. New stage two - Now, one senior person reviews your complaint, and there’s no panel meeting. They’ll contact you to understand your concerns. This person will be different from the person considering your complaint in stage one.