Making a complaint

Complaints, compliments and suggestions

Tell us what you think about our services

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.

What is a complaint?

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.​

 

Need help making a complaint?

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.

 

What to do if you have a complaint or suggestion

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.

 

How we listen to your complaint

Dissatisfaction

  • If you are unhappy, we’ll try to fix your problem straight away.
  • If we have to look into it more thoroughly, we’ll do this within two working days.
  • If this doesn’t fix the problem, we can make your complaint a formal one.

Complaint – Stage 1

  • You’ll be contacted as soon as possible to discuss the problem and we’ll offer a solution within five working days.
  • We may speak to you on the phone at this stage, and will keep you in the loop by letter to outline our response and explain a decision.
  • If you’re still unhappy, you can ask for your complaint to be reviewed by a senior manager.

Complaint – Stage 2

  • A senior manager will look at all aspects of your complaint and our responses to you so far.
  • We will look at whether there is anything more we could do, or whether our original decision should have been different.
  • This review will be completed within five working days.
  • If you’re still unhappy with this decision, you can move to Final Review stage where your complaint will be reviewed independently or by the relevant ombudsman.

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