Do you have a suggestion that could improve our services or perhaps you'd like to tell us about an experience you've had with Trent & Dove?
Whether it's letting us know about a job well done or highlighting an area you feel we could improve upon we'd love to hear from you.
We're always looking at ways we can improve our services. If you're not happy - we want to know about it straight away so that we can resolve things quickly for you.
Sometimes things go wrong. If you have contacted Customer Services and feel that the matter has not been dealt with to your satisfaction, the next step is to make a formal complaint.
You should make a complaint if you feel that Trent & Dove has:
- Failed to do something that we should have done
- Treated you unfairly or has not been polite
- Acted badly or below our service standards
- Done something we should not have done.
We will do everything we can to resolve the problem informally and quickly. However, if you are not satisfied with the outcome then you can make a Formal Complaint. Please see our Complaints Policy for full details on the Formal Complaints process.
Your complaint should be put in writing either by filling out the form below or by sending a letter, addressing it for the attention of ‘complaints at Trent & Dove Housing.
It is important that you provide the details of the complaint and the outcomes you are seeking.
What happens next?
The receipt of your complaint will be acknowledged within two working days and will be passed to our Customer Liaison Officer for a thorough investigation in line with our complaints policy.
What about if I have another type of query?
If you would like to talk to us about a neighbourhood or repair issue that is not a formal complaint please contact us or you can call our Customer Service Team on 01283 528528, 9am-5pm, Monday-Friday.
Self-Assessment with Housing Ombudsman’s Complaint Handling Code 2020
In July 2020, the Housing Ombudsman published its Complaint Handling Code. The Code sets out the processes that the Housing Ombudsman suggests that Housing Associations follow if they chose to be a registered member of the Housing Ombudsman Service. In line with best practice, Trent & Dove Housing has reviewed its complaint handling processes against the Complaint Handling Code. The outcomes are shared with customers, staff and stakeholders below, to demonstrate how Trent & Dove Housing is meeting the requirements of the Code and pursuing our commitment to continuously improving our existing processes.
Housing Ombudsman Complaint Code of Practice
Fair Processing Statement
Trent & Dove Housing Limited, which includes as a subsidiary First Housing Limited, will keep your personal information secure and confidential in accordance with the General Data Protection Regulations (GDPR) 2018. We collect this information (and may share some or all of it with third parties) as part of:
- Providing, and where necessary improving, services to all our customers; housing & neighbourhood management services; making homeownership products & services available; offering support services to customers;
- As well as, where appropriate: preventing and detecting crime, fraud and unpaid debts; providing help with debt management and benefit entitlement; providing employment, training advice and opportunities; promoting equal opportunities and fair treatment.
If you provide us with personal information relating to members of your family or your associates we will assume you do so with their knowledge and consent to the collecting and processing of the information.
It is important that you tell us of any changes to your personal information as and when they happen so we can keep your details up to date.
At any point in our process, you are entitled to request copies of the information held about you.
For more information on how we use and share your information please see our Privacy Notice which is on our website. However, if you would like a written copy of this please contact GDPRenquiries@trentanddove.org