How to make a complaint
We welcome feedback and we’ll try to resolve your dissatisfaction when you first tell us about it. Quickly and simply. We monitor all feedback so we can understand where we may need to improve our services. Our customer resolution team handle most of our complaints, but you may be contacted by another specialist within the organisation.
We define a complaint as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by us or our staff, or those acting on our behalf, affecting an individual resident or group of residents.’
We're sorry you’re not happy with our service to you. We have a variety of ways you can contact us to find an answer to your query or ask for the matter to be reviewed.
- A great way to contact us and get regular updates is to register for an online account. Once set up, in the Virtual Assistant Chat function, type the word “dissatisfaction” and that will take you through the process to log a complaint
- You can also use our chat function in WhatsApp
- When we’re open, the chat Virtual Assistant will ask you a few questions before connecting you with a staff member to Live Chat
- When we’re closed, the chat Virtual Assistant will capture the details of your complaint ready for when we’re open
We've popped together a how-to video to help you raise a complaint through our Virtual Assistant:
- As well as the options here, you can also write to us at:
Customer Resolution Team
Peninsular House
Wharf Road
Portsmouth
PO2 8HB
You can find out more about our chat function here.
- Complaints will show in your online account after the complaint handler has acknowledged your complaint which can take up to 5 working days.
- Once acknowledged, you will be able to see the complaint and send messages to your complaint handler under ‘Cases’ in the menu on the left hand side and in the ‘Active Cases' section
- You can find out more about how to keep track of your complaint here
You can find out more about our complaints here and in our Complaints Policy.
