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 about the standard of service, actions, or lack of action by us or our staff, or those acting on our behalf, affecting residents.
We’re sorry you haven’t received the service you expected. If you do need to make a complaint, you can tell us about it in several ways:
- You can use our Virtual Assistant via our website or WhatsApp us on 07401 329880. When we’re open, the Virtual Assistant will ask you a few questions before connecting you with a staff member to Live Chat. When we’re closed, you can use the general enquiries option to submit the details of your complaint
- If you use the Virtual Assistant in your online account, type the word “dissatisfaction” and that will take you through the process to log a complaint
- Call us on 0800 652 0898
- Write to us at:
Complaints Team
Peninsular House
Wharf Road
Portsmouth
PO2 8HB
We've popped together a how to video to help you raise a complaint through our Virtual Assistant:
- Complaints will only show online account after the complaint handler has acknowledged the complaint which can take up to 5 working days.
- Once acknowledged you will be able to see the complaint 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.