How to make a complaint

We want to ensure that the services we provide meet both our published standards and the needs of our customers. Your feedback is important to us and your complaint will be taken seriously.  We use complaints to learn lessons as to how things could be done differently and to improve future services.

In the first instance please raise the complaint with the relevant member of staff.  If you are not sure who this is, please call us on 0300 304 5000. 

Click here to view our Customer Feedback Service Guarantee

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

You can also make a complaint online:

Online Feedback Form

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