Have Your Say
Estuary 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:
- Service Users
- Applicants for accommodation
- Neighbours of Estuary properties
- Consultants and contractors
- Job applicants
- Advocates for residents with special needs
If you are experiencing any difficulties in making a complaint please contact the Central Services Team on 0300 304 5000
If you have recently logged an item of feedback with Estuary Housing, you can now complete our Online Customer Feedback Survey to let us know of your experience.
We want to involve residents in helping shape future services. Find out more about the opportunities for you to become involved.
Changes to our Customer Feedback Policy
The main changes to the policy are the new stages
When you contact us initially about a complaint you will be given the option of a ‘Quick Fix’ or ‘Service Consideration’. If you agree to the Quick Fix, your complaint will be resolved informally, within 5 working days. We will not write to you to confirm the outcome and there will be no formal review, although your complaint will be logged into our system.
Unfortunately, not all complaints can be dealt with in this way, or you may choose to have a formal review of your complaint by a manager, under Service Consideration. We aim to respond to you formally within ten working days and we will let you know if we need more time to look into your complaint further.
Escalating your complaint
If you are unhappy with the outcome of the Quick Fix or Service Consideration, then you can write to us within four weeks of us resolving your complaint, requesting a Senior Management Review, fully explaining why you want to escalate your complaint and what your preferred outcome is.
A member of the Senior Management Team will review your complaint and will aim to respond to you formally within ten working days.
Who to contact to make a complaint
All complaints are now logged by our Central Services Team. They can be contacted by emailing firstname.lastname@example.org or phoning 0300 304 5000. You can also write to us or visit one of our offices.