Feedback and complaints
We want to hear from you – whether something has gone wrong or gone really well.
Your feedback helps us understand what is working, what is not, and where we need to improve. If something has not met your expectations, we will take it seriously and work with you to put it right.
What happens when you make a complaint
A complaint is when you are unhappy with something we have done, or not done, and you would like us to investigate and respond. There are two stages in our formal complaints process.
Using AI to help write your complaint
You can use AI tools to help you write or organise your complaint. They can be useful for putting your thoughts in order and helping you explain what has happened clearly.
If you do use AI, these tips can help make sure we can understand your complaint and deal with it as quickly as possible.
Keep it clear and focused
A longer complaint isn’t necessarily a better complaint. As a guide, around two sides of A4 should normally be enough to explain the main issues. Try to focus on:
- what happened – including the key dates or events
- what went wrong – the main issue or issues you want us to investigate
- how it affected you – for example, the impact on you or your household
- what you would like us to do – what you think would help put things right.
If there is a lot of background information, ask AI to help you identify the key points rather than including everything.
Stick to your own experience
Your complaint should still sound like you and reflect what actually happened. AI can sometimes add details, assumptions or formal language that you haven’t provided, so always read through the finished complaint before sending it.
You don’t need complicated language, legal terms or references to legislation. A simple explanation of what happened and what you would like us to do is much more useful.
Keep your personal information safe
Think carefully before entering personal or sensitive information into an AI tool. You can use placeholders such as [my address], [staff member] or [date] while you are drafting, then add the correct details before sending your complaint to us.
A prompt you could try
“Help me turn the information below into a clear and concise complaint. Focus on what happened, what I think went wrong, how it affected me and what I would like the organisation to do to put things right. Use only the information I provide and don’t add or assume any facts. Keep it in plain English and no longer than around two sides of A4.”
Before you send it, check that everything is accurate, relevant and reflects what you want to say.
How to send feedback
The quickest way to send feedback is through our online form below.
You can also contact us by:
- calling 0300 555 6666
- visiting us at 100 Hatherton Street, Walsall, WS1 1AB
- writing to us at the same address
We may not respond to every piece of feedback, but we read all of it and use it to improve our services.
Send us feedback
Please complete the form with your feedback. We aim to respond within 5 working days.
Our commitment to you
We aim to provide excellent services, but we know we do not always get things right.
When you tell us something is not working, we will:
- listen carefully and take you seriously
- be open and honest about what has happened
- work with you to find a fair solution
- learn from the issue so we can improve
Sometimes we can resolve things quickly without a formal complaint. If that is possible, we will talk it through with you and agree the best way forward.
Learning from what you tell us
Your feedback and complaints help shape how we improve.
Each year, we publish a report showing how many complaints we have received, how quickly we have responded, what we have learned and what we are doing differently.
We also share how we responded to feedback in our Tenant Satisfaction Measures (TSM) report.
We work with customers to review and improve our services and complaints process. If you would like to get involved, you can join our customer voice community and help us make a difference.
