How We Handle Your Contact
However you choose to get in touch — by phone, email, or through your Resident Portal — your contact is taken seriously, handled with care, and tracked through to resolution. You’ll never be left wondering what’s happening with your case.
Phone, email, and online submission all available
Every contact logged and assigned to a dedicated handler
You receive a case reference number immediately so your issue is never lost
Updates issued to you within agreed timeframes — no chasing required
All cases audited weekly for quality, speed, and outcome
We aim to resolve things quickly and fairly. If something needs to go further, we’ll tell you — and we’ll stay with it until it’s closed properly.
How a Complaint is Handled
We’ve kept our complaints process straightforward because we know that when something has gone wrong, the last thing you need is more confusion.
- Your complaint is logged As soon as you raise an issue, it’s recorded against your property with a unique case reference. You’ll receive an acknowledgement confirming we’ve received it.
- We investigate A dedicated handler reviews your complaint, speaks to the relevant engineer or team, and gathers all the information needed to give you an honest response.
- We come back to you We share our findings and the outcome clearly — what happened, what we’re doing about it, and what you can expect next.
- We close it properly Once the resolution is actioned, you’ll have the opportunity to give us your feedback on how the complaint was handled. That feedback is used directly in how we train and develop our team.
Where required, complaints are escalated to contract management level, with full reports issued to your housing provider.
Your Feedback Trains Our Team
We don’t just collect feedback — we use it. Every piece of resident feedback, positive or negative, is reviewed and fed directly into our employee training programme. If an engineer’s communication could have been clearer, or a process caused unnecessary frustration, that’s something our team learns from and improves on.
This is how we’ve built a 95%+ resident satisfaction score — not by assuming we get it right, but by genuinely listening when we don’t and doing something about it.
Customer Service Training & Conduct
Every member of our customer service and coordination team is trained specifically for the demands of social housing — because speaking to a resident about a heating failure in winter is different from any other customer service environment. Our training covers:
Housing-specific customer service and communication
Complaint de-escalation and resolution
Safeguarding and vulnerability awareness
Clear, respectful, jargon-free communication
Supporting residents who are distressed or in crisis
Training is reviewed and refreshed regularly, informed by real resident feedback from live contracts.
Resident Experience Standards
Whatever the nature of your contact, these are the standards you can hold us to:
A case reference number issued for every complaint or concern raised
Response timeframes aligned to your housing provider's contract
Notes logged against your property so you never have to repeat yourself
Repeated issues flagged and escalated internally before they become a pattern
Feedback collected at close of every complaint and used in team training
