Our complaints promises

  • At first resolution, we will aim to resolve your complaint when you first tell us that you are unhappy with our service.  
  • We will give you the name of the member of staff who is dealing with your complaint.
  • At final resolution, we will acknowledge that we have received your complaint within two working days.
  • At final resolution, we will contact you to discuss your complaint in more detail to make sure that we understand why you are unhappy with our service.
  • If your complaint needs further investigation, we will agree a date with you to respond by and keep you informed of progress.
  • At final resolution, we will provide you with a written response to your complaint within 15 working days from the date of escalation.
  • Each month, we will aim to complete a survey with a minimum of ten closed complaint cases, asking the customer if they felt they were listened to and if their complaint was handled fairly.

If you would like to make a complaint, please visit Feedback | Regenda Homes