Have Your Say

Estuary Housing Association wants to ensure that the services we provide meet both our published standards and the needs of our customers. All customer feedback is important to us and can be a complaint, suggestion, comment or compliment.

All feedback including complaints is taken seriously and we use it to learn lessons as to how things may have been done differently and to improve future services.

Where possible we will publish information on how we have made improvement resulting from your feedback.

How we define customers

Anyone who receives or requests a service from us and the people acting on our behalf, including:

  • Residents
  • Leaseholders
  • Service Users
  • Applicants for accommodation
  • Neighbours of Estuary properties
  • Consultants and contractors
  • Job applicants
  • Advocates for residents with special needs
  • Creditors

For general enquiries, you can contact us by completing our online form here or by telephone on 0300 304 5000. We are open 8.30am-5.30pm, Monday to Friday.

Although we try to provide the best service we can, we recognise that sometimes things can go wrong and we'd like to put it right. If you have a complaint, please contact us either by telephone on 0300 304 5000, our online complaints form here, email us at info@estuary.co.uk, or by post at:

Central Services
Maitland House

8th & 9th Floors
Warrior Square

If you are experiencing any difficulties in making a complaint, please contact the Central Services Team on 0300 304 5000.

How Did We Do?

When your complaint has been resolved, you can now complete our Online Customer Feedback Survey to let us know of your experience.

If you believe that we have not dealt with your complaint adequately, or that we have not resolved the problem you raised, you may wish to ask for further assistance. You can approach a Member of Parliament or a local Councillor who, under new legislation since 1st April 2013, may be able to offer you help. Alternatively, you may wish to contact the Housing Ombudsman Service and ask them to consider your complaint. You can also seek information about your rights from a local Citizens Advice Bureau or other agency.

Get Involved

We want to involve residents in helping shape future services. Find out more about the opportunities for you to become involved.