Impact Housing

Improvement Through Action

Call us on: 03448 736 290
24 hour local rate number

Comments, compliments & complaints

** Update14th January 2021**

We have now adopted a new Compliments and Complaints policy – the document is currently being updated and will be available here shortly

We need your feedback so that we can:

  • Tailor our services to meet your needs
  • Learn and make improvements to services from your complaint, compliment or suggestion
  • Recognise the good work of employees and build on good practice



We really value positive feedback as it helps us to reward and recognise excellence and is extremely motivating for the individuals and teams concerned.

If an employee, a team or anyone who deals with you on our behalf goes 'the extra mile' or impresses you, please make sure you tell us.  All you need to do is let us know who was involved and what happened.  We will then make sure they find out. 


We welcome any comments and suggestions you may have to help us make sure our services continue to improve. We will reply in writing to thank you and then let you know if we are able to use your suggestion to improve our services. 


We want to hear from you if you do not feel that you have received a good service. This is so we can put things right and learn from what went wrong. If we have been unable to address a complaint issue informally, we welcome you to make a formal complaint which will then be investigated and you will be informed of the outcome. Please read the Complaints and Compliments Policy for more information. Our policy is based on the Housing Ombudsman's Complaint Handling Code.

Contacting us when you have a Comment, Compliment or Complaint

You are welcome to contact us via email, phone, letter or via the contact form on the website. In addition to this, you can also contact us via the customer app, through Facebook or through Twitter

Unreasonable Consistent Complaints Policy 

You can now view our unreasonable consistent complaints policy which is listed to the right of this page. 

Frequently Asked Questions

Is the information I give confidential?

Any information you give is covered by Data Protection guidelines.  This means that we will:

Keep personal information safe and secure
Not share it with other organisations without your permission, unless the law says we must

I want to make an anonymous complaint - will you still look into it?

Yes.  While it is helpful to know who you are, we believe everyone has a right to complain.  As a result, we thoroughly investigate all anonymous complaints.  We cannot however, provide feedback if we do not have any contact details.

Will you learn from my complaint?

Yes.  We will look at any learning as a result of your complaint.  This will help us to put service improvements in place where possible.  We will share our learning with all of our customers in our regular tenants newsletter.