Orwell Housing Association is committed to providing quality services to all its tenants and service users. But we know that occasionally something may go wrong and that you may feel the service was poor.

To help us improve our services Orwell invites and welcomes your feedback, both good and bad.

What is a complaint?

A complaint is an expression of dissatisfaction about something which Orwell has direct control for example:

• The service we provide or should provide
• The standard or quality of service
• Our policy, procedure, documents or letters
• Attitude or performance of staff
• Failure to comply with our legal obligations

If you have a complaint about a neighbour, please see our Anti Social Behaviour page for advice on what to do.

How to make a complaint

You can make a complaint by:

• Completing and submitting a complaints form
• Telephoning one of our offices
• Writing a letter
• Emailing the details to qwc@orwell-housing.co.uk
• In person to your Housing Officer or Scheme Manager, or by visiting one of our offices.

At any stage of the procedure, if you wish to make your complaint in person a representative or friend, who may act and speak on your behalf, may accompany you.

All complaints received will be treated confidentially, with courtesy and as a matter of urgency and the Association will record and monitor complaints with a view to improving and continually assessing the quality of service.

For details on how Orwell will deal with your complaint and our complaints procedure, click here to see our Complaints Procedure page.