Send an enquiry, complaint or compliment

With My Housing Account (opens new window) you can easily:

• pay your rent
• report repairs
• apply for a new home
• update your personal details

If you need help with something, please tell us as soon as possible so we can support you and help put it right.

Tell us what you think

If you're not happy with what we did or didn't do, tell us. We're here to listen and improve. We take all complaints very seriously.

You don't need to use the word "complaint" - we understand anyway. And it's okay to ask someone else to contact us for you.

If you've had a good experience and want to thank somebody, we'd love to hear it. We'll make sure it reaches the person or team concerned and their manager.

Send an enquiry, complaint or compliment

Looking into your complaint

The person dealing with your complaint will:

• be fair and open-minded
• make sure there's no conflict of interest
• look at everything carefully
• keep things as private as possible

We aim to reply to complaints within 10 working days. This is a stage one complaint. If you're not happy with our response, you can ask for a review. We will respond to this within 20 working days. This is a stage two complaint.

Please refer to our complaints policy for further information.

If you're still not satisfied

You can talk to the Housing Ombudsman service (opens new window) at any time. They offer independent help for housing issues. They can also give you advice if there's something you're not happy with.

The Housing Ombudsman guides landlords about how they should deal with complaints. Their complaint handling code (opens new window) sets out good practice to follow. Every year we do a self-assessment with a group of tenants and leaseholders. This helps us to check we are doing things right. Read the Complaint handling self-assessment 2024-25.

Housing complaints performance and service improvement annual report 2024/2025

We are required to produce an annual complaints performance and service improvement report.  The report includes details of the kind of complaints and compliments we receive, how we handle complaints, an update on complaints investigated by the Housing Ombudsman and our annual self-assessment against the Complaint Handling Code. Read the Housing complaints annual report 2024/2025.

Our annual report was taken to Housing Environment and Healthy Communities Overview and Scrutiny Committee on 16 June 2025. In response to the report, Councillor Brenda Clelland, Chair of the Committee, said, "We fully endorse this year's Complaints Performance and Service Improvement Report. It reflects the positive steps we've taken to improve response times and communication with residents, while acknowledging where further progress is needed. The governing body remains committed to learning from feedback and driving continuous improvement to deliver a service that meets the highest standards for our tenants."

Councillor Buckley, Cabinet Member for Housing and Member Responsible for Complaints (MRC) said "I welcome this report and the improvements it highlights, particularly in speeding up complaint responses and strengthening communication with residents. Listening to feedback is essential, and we remain committed to learning from every complaint to deliver better services and outcomes for our tenants. This is a priority for me and for the council."

Need something different?

We want to make sure you can contact us in a way that best suits your needs. Please get in touch and we will help you.

For more on this, see our Equal Opportunities Policy (PDF, 678 KB).