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When we don’t meet your expectations

POSTED: 22/05/2024

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When your expectations aren’t met, it can be frustrating. 

We work hard to provide you with an excellent service. Sometimes, things may not go as planned. When services fall below our agreed standards, we do everything we can to put things right by being transparent, fair and appropriate and making sure we listen and learn. 

There are lots of things we can do to put things right – one way is by taking practical actions. We will always try and resolve an issue as quickly as possible. There are lots of ways that we will do this – from offering an apology, acknowledging the service failure, to offering assurances that a policy or process will be reviewed and improved. It could even include sending a gift or a decorating voucher. 

Sometimes we might feel it fair to offer compensation in line with our Customer Feedback policy and the Housing Ombudsman Service Remedies and Resolutions policy.Our Customer Feedback Team will decide the best approach. 

You can find out more about what all this means for you in our short animation: