Compliments and complaints

We're committed to providing you and your community with excellent services. Customer feedback plays an important role in helping us to understand what's working well and where we could do better.

At present, there are different processes for Great Places customers, and previous Equity customers, please see below to find the best way to submit your compliment or complaint. 

Compliments

Had a great experience with a Great Places service, colleague or one of our contractors? We'd love to know about it so we can keep the good stuff flowing! You can pay a compliment here

Complaints  

If we do make a mistake, we want to know about it. We have a robust Complaints Policy in place and always take feedback seriously. You can make a complaint here.

As part of our complaints process we promise to:

  • Investigate your complaint in a thorough and timely manner
  • Provide you with a resolution that is fair and reasonable
  • Aim to respond to your complaint within the following timescales:
    • Our informal ‘Nip it in the Bud’ process means we aim to resolve the issue within five working days
    • Our formal ‘Right First Time’ process means we aim to issue a resolution within 15 working days.

Self assessment form - Complaint Handling Code

Great Places has published it self assessment form for the Housing Ombudsman Complaint Handling Code.

This information details how we comply with the code and the details involved and is a required publication.

Compliments and Complaints

In our experience, our colleagues can sort out most problems quickly. Our teams are here to help you and they are experienced in dealing with problems confidentially and efficiently. Contact the Customer Solutions Centre to speak to a member of the team, or alternatively you can email or write to us.

  • Email us at feedback@equityhousing.co.uk
  • Customer Solutions Team - 0300 123 44 60
  • Write to us at Equity Housing Group, Armitt House, Monmouth Road, Cheadle Hulme, Cheadle, Cheshire, SK8 7EF


    We will try to resolve your enquiry as soon as possible; however when your query needs further investigation your feedback will be passed to the Feedback Team.

You Said, We Did Outcomes 

You said you were unhappy at delays to repairs

We did-  speak to our contractors and asked them to ensure our customers are offered the next available appointment if there is a delay to the repair for any reason.

You said you were unhappy at communication between staff 

We did- Ensure better communication between staff and are reviewing and improving our policies and procedures to ensure best practise to customers.

We also have Customer Service Standards which outlines all that you, as a customer can expect from Equity, click here to read them. 

To view our Customer Feedback Booklet, please click here.