Your views really matter to us. They help us to do things better our customers. So, if you’re not happy, or you have a suggestion about how we can provide a better service, please let us know.
Complaints should not be confused with everyday enquiries or appeals against an allocation for housing. A complaint is also not an issue with a neighbour or Anti-Social Behaviour. We deal with these in a different way.
Between 1st March and 30th June 2019, we will be testing a new complaints process designed to make it quicker and simpler. It’s our aim is to ‘get it right first time’ so we’ll always try to resolve complaints when you first contact us.
We are also looking to create a Customer Complaints Panel. This group of customers can review complaints on behalf of other customers and provide feedback on how we dealt with things and what we could do better in the future. We are doing this to give confidence that issues will be considered fairly and impartially.
If you would like to find out more about how you can become part of the Customer Complaints Panel, please email email@example.com.
If you need help, one of our team can record your complaint. You may also be accompanied by a friend at any stage of the complaints process.
The best way to tell us if you’re unhappy is by emailing Customer@mytht.co.uk, If you can’t email, then you can call our Customer Hub on 0300 777 7777.
If after this, you are still unhappy with the final decision, you can refer your complaint to the relevant ombudsman, such as the Housing Ombudsman. You can also ask for support from your local MP or councillor.
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