Customer care

Complaints
procedure.

We want every customer to feel heard and supported. If something has gone wrong, please tell us so we can investigate and put it right.

Making a complaint

How to submit your complaint.

If you’re a tenant or customer experiencing an issue, please contact us as soon as possible using one of the following channels:

Monday to Friday, 9am–5pm, excluding public holidays.

This gives you a written record. Ask us for the best email address if you need to send files, images or videos.

Your full name
Your address, including postcode
Your phone number and email address
A detailed description of the issue, including relevant dates, times and specifics
Details of any supporting photos, videos, emails or other correspondence

Our response

01
Acknowledgement
We’ll confirm receipt within two business days and provide a reference number for tracking.
02
Investigation
Our team will review the details and may contact you for additional information.
03
Resolution
We aim to resolve most complaints within 10 business days. If more time is needed, we’ll keep you updated.
04
Escalation
If you’re not satisfied with the outcome, you can request a review by a senior manager or escalate to an independent ombudsman, such as the Energy Ombudsman. Details are available on request.

Our commitment

Your satisfaction is our priority, and we use feedback to continually improve our services.