Customer complaints

We strive to provide high quality services to all our residents and customers. We recognise that we do not always get it right or meet our standards.

On these pages, you can find out about our formal complaints procedure. This outlines how you can tell us if you think something is wrong with our services or facilities, and let us know how we can improve.

Your complaints are important. They help us identify where things have not gone as well as we intended. We will not deal with you any less favourably because you have made a complaint.

We monitor and record all formal complaints. An annual report is made to our Overview and Scrutiny Committee - Modern.gov. This helps us to identify patterns, learn from what you tell us and share best practice.

All complaints are dealt with fairly, impartially and in strict confidence in accordance with the General Data Protection Regulations (GDPR). Find out more about GDPR from the Information Commissioner's Office.

You can also have access to information we hold about you by making a subject access request under the Data Protection Act 2018 - Legislation.gov.uk.

The reason for a formal complaints procedure

This formal process helps us discover whether anything has gone wrong, say sorry if we have made a mistake, then put it right and learn from it. 

We aim to:

• listen to you and ensure we understand your complaint
• tell you what will happen next
• keep you updated and informed throughout the process
• own the issues you have raised so we can deal with your complaint quickly
• make it easy for you to contact us throughout the complaints process
• learn what we can from your complaint to improve services in future