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A complaint is where we have failed to follow our published procedures or if you are unhappy with the way a service was provided or how you were treated.

All complaints will be directed in one of two ways;

Quick Resolution:

Where appropriate, the team will work with you to put right the problems within 10 working days or less.

Stage 2:

For more complex complaints, our staff will work towards resolving the issue within 15 working days or less.

If we need to extend this period for additional investigation, we will contact you to explain why and agree the next steps with you.

To make a complaint:

By phone: 0800 169 5454

By email:

By text: COMPLAINTS followed by your message to 07950 643 643 (messages sent out of normal office hours will be answered the next working day)

By post:

The Community Housing Group
3 Foley Grove
Foley Business Park
DY11 7PT

If you’re not happy with the response you receive from us, you may then complain to the Local Government & Social Care Ombudsman. Watch the video from the Ombudsman below for more information: