Compliments, comments and complaints

Compliments, comments and complaints help us to improve the service we provide to our residents.

You can:

• pay a compliment
• make a comment
• make a complaint

about the service you have received.

Is it a complaint or a service request?

A complaint is where a tenant expresses their dissatisfaction – however made – about the standard of service, actions or lack of actions by:

• the Trust
• it’s staff
• those acting on the Trust’s behalf

A service request is contact from a customer that brings a matter to the Trust’s attention for the first time. It will relate to a service offered by the organsation (for example, a missed appointment).

To make a service request, please contact us repairs@haighousing.org.uk

Pay a compliment or make a comment

If you are happy with the service you received from a team or individuals within the Trust, we would love to hear about your experience.

All compliments that we receive will be shared with and go towards recognition of an outstanding contribution to customer service by an individual or a team.

If you don’t wish to make a complaint – but simply have an idea of how we could improve or develop the service we provide – we would be grateful to hear your opinion.

Please make your comments using this form

Continuous improvement

Compliments, comments and complaints are important in helping us to make improvements to our services. We are committed to learning lessons from all feedback we receive from customers.

Making a complaint

You can read our Complaints Policy here

If you would like to register a complaint, please use our online form to register this

When we contact you

• We will be professional, helpful, polite and treat you with respect and honest in all our dealings with you
• We will use plain English and avoid jargon to make sure you fully understand what is happening
• We wil introduce oursleves to you – our name and position and we will show you our official identification when we visit you at home
• We will respect your right to privacy*

* Please be aware that our staff have a duty to report any issue where they may be concerned about the wellbeing of a child or vulnerable adult