We view Compliments, Complaints and Feedback as a means of monitoring, maintaining and improving the level and quality of service provided. We will use feedback to drive and deliver the improvements our customers want. Anyone receiving or requesting a service from EHA can make a Compliment, Complaint or provide Feedback.
A complaint is defined as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’
We operate a 2 Stage customer focussed Complaints process which ensures that you are given the opportunity to explain your point of view and the outcome you’re seeking before a final decision is reached.
You can make a Compliment, Complaint or provide Feedback in a number of ways:
- Visit our offices in person
- Ring us on 01768 861400
- Send us an email, [email protected]
- Write to us at Blain House, Bridge Lane, Penrith CA11 8QU
- Logging into ‘MyAccount’ our Tenants Portal
- Completing a survey
A copy of our Compliments, Complaints and Feedback Policy, Procedure and Service Standard can be downloaded from the Related Documents area to the right.
The Housing Ombudsman Service (HOS) Complaint Handling Code – As a member landlord we must comply with the Ombudsman’s Complaint Handling Code. We complete an annual self-assessment against the code and produce an annual Complaints Performance and Service Improvement report which includes a response from our governing body providing assurance that our self-assessment is a true reflection of our complaint handling processes. These documents can be downloaded from the Related Documents area to the right.
Further information related to the Housing Ombudsman is available at: Home | Housing Ombudsman Service (housing-ombudsman.org.uk)
Everyone deserves a safe and secure home – for more information about the Make things right campaign you can visit gov.uk/social-housing or click on the image below to access the QR code.
Housing Ombudsman Self Assessment 2025