Feedback

Your feedback is important to us

We’re always keen to hear your views and welcome any feedback you’d like to give us.

If something’s worked really well for you, or you’d like to give a ‘mention in dispatches’ to a member of our team, please let us know, it helps us keep doing things right. You can simply tell your Estate or Site Manager, or contact us:

How we manage complaints

We hope it never happens, but if you’re unhappy about something, please talk to a member of staff; very often, it’s a simple misunderstanding that can easily be put right. If you’re unhappy with any aspect of our service we’d prefer that you tell us so that we have the opportunity to put things right, learn from our mistakes and take steps to stop it happening again.

Of course, we understand that at times making the complaint ‘official’ will be the most appropriate action; we have a formal process for dealing with complaints, designed to sort things out quickly and efficiently, with the least possible disruption and distress to everyone concerned.

If you decide to register an official complaint, we recommend putting something in writing to us, but you can make a complaint in any way you like, either by letter, email or telephone call.

We’ll apply a ‘one touch complaint review’ to draw matters to a swift conclusion – so behind the scenes we’ll investigate fully, involving all relevant members of the team from the outset and communicate our decision within a specified timescale.

Find out more about the number of complaints ELM/RLHA has received, what they were about and how we’ve handled them in line with the Housing Ombudsman’s complaints handling code.

Our Board's response to complaints 

The Board recognise how critically important it is for us to provide an effective complaints management service, whilst continually learning and improving the service we provide to our customers. The Board reviewed the Annual Complaints and Service Improvement Report and the self-assessment against the Housing Ombudsman’s Complaint Handling Code 2024 during its meeting on 13th January 2025.

As a Board we are committed to ensuring that ELM Group provides the best possible service for our customers and that when things go wrong, our team puts them right and responds to any complaint quickly, supporting our customers along the way.

We are actively looking to improve performance in terms of response time and resident satisfaction with the complaint handling process. Part of this plan includes the restructure of our Customer Service Team embracing a new operating model focused on improving services which is being embedded across ELM Group. This statement has been agreed upon by the Member Responsible for Complaints, on behalf of ELM Group.