Make a complaint

Make a complaint

Providing excellent Customer Service is one of our main objectives.  We aim to put the needs and aspirations of you, our customers, at the heart of everything we do.  We view Complaints and Feedback as a means of monitoring, maintaining and improving the level and quality of service we provide.

We operate a 2 Stage customer focussed Formal 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 Complaint or provide Feedback in a number of ways:

 Visit our offices in person

  • Logging into MyAccount of our Tenant’s Portal
  • Send us an email to [email protected]
  • Ring us on 01768 861400
  • Write to us at Blain House, Bridge Lane, Penrith CA11 8QU

Or complete the ‘Contact Us’ form below

A copy of our Compliments, Complaints and Feedback Policy, Procedure and Service Standard can be downloaded from the Related Documents area to the right and if you are a tenant you can make a Compliment, Complaint or provide Feedback using your MyAccount otherwise please use the “Contact Us” area below.

Please note: we are currently working on our 2024 self-assessment against the Housing Ombudsman’s Complaints Handling Code.  Our 2024 self-assessment will be published on our website in June 2024 along with any updates to our Policy/Procedure and Service Standard.

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.

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