We want to give a great service to all of our customers. To help us do this, we need you to tell us when:

• We fail to deliver a service
• You're unhappy with the standard of our service or a service delivered on our behalf by another company, for example a maintenance contractor
• You're unhappy with our response to a request for service
• You're unhappy with our attitude or behaviour or a member of staff from another company acting on our behalf
• You're unhappy about our policies or how they've been used
• You feel you've had a really good service.

How to make a complaint or compliment

Complaints can be made to any member of staff. Try and speak to the person you would normally deal with, or contact the Customer Information Team on your local office number. They’ll be able to help or direct you to the right person. The person who’ll deal with your complaint will be known as your Case Officer.

You can make a complaint in any way you choose:

• In person
• Phone
• Email
• Fax
• Letter
• Website - click the link on the top left of this page for our online form.

Please read our ‘Making a complaint’ leaflet and service standards. Click on the image on the left of this page to view the leaflet.

Did we get things right? Everyone likes compliments, and so do we!

Compliments on our service are important to us. They tell us when we are doing things right, so if you think we have done something well, please let us know.