Feedback & Complaints
Get in touch
Feedback and complaints
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, 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.
Making a complaint
We understand that sometimes things go wrong.
If you feel we haven't met your expectations, please talk to us. Contact our Customer Service Team on 01283 528528 (9am-5pm, Monday-Friday), and give us the opportunity to put things right.
For more information on this and our complaint-handling process, click on the buttons below to read our Complaints Policy and easy-read version.
Rachael Hughes, Head of Customer and Communities, is our Senior Lead responsible for complaints.
Tracey White, a Trent & Dove customer and Chair of our Customer Committee, is the Member Responsible for Complaints.
Find out more from our About us website section.
If you require any of these documents in an alternative format, please get in touch with our Customer Service Team on 01283 528 528.
Housing Ombudsman Service
The Housing Ombudsman is an independent, impartial, and free service available to residents living in social housing. You can request help from the Housing Ombudsman if you are not satisfied with the response to your complaint and the issue has not been resolved. You can also ask for help with your complaint if you have not received a response.
You can contact the Housing Ombudsman using their online complaints form on their website. Alternatively, you can call them on 0300 111 3000 or write to them at:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
Contact us | Housing Ombudsman Service (housing-ombudsman.org.uk)
Housing Ombudsman Complaint Handling Code Annual Submission 2026-2027
The Housing Ombudsman's Complaint Handling Code sets out the standards landlords must follow when managing complaints. It helps ensure complaints are handled fairly, consistently and effectively, while making clear what customers can expect when they raise a concern.
Monitoring and improving our complaints service
Each year, we review our complaints process against the requirements of the Complaint Handling Code to check we're meeting these standards and identify opportunities to improve. To support transparency and accountability, we publish our annual self-assessment, Governing Body response, and complaints performance and service improvement report below. These documents explain how we're performing, where we're making improvements, and how customer feedback is helping shape our services.
Trent & Dove Annual Self Assessment
Read our Governing Body’s statement in response to our Self-Assessment and Annual Complaints Performance and Service Improvement Report.
Annual complaints performance and service improvement report 2025-2026
If you require any of these documents in an alternative format, please get in touch with our Customer Service Team on 01283 528 528.
Annual self-assessment 2025-2026
Trent & Dove Annual Self-Assessment
Annual Complaints Performance and Service Improvement Report 2024-2025
Housing Ombudsman landlord performance reports
The Housing Ombudsman publishes annual landlord performance reports for organisations that meet its reporting criteria. These reports provide insight into complaint outcomes and help customers understand how landlords are performing.
2025/26
The Housing Ombudsman did not publish a landlord performance report for Trent & Dove for 2025/26, as we did not meet the minimum reporting threshold. This means fewer than five complaint findings were determined by the Ombudsman during the reporting period.
2024/25
The Housing Ombudsman did not publish a landlord performance report for Trent & Dove for 2024/25, as we did not meet the minimum reporting threshold. This means fewer than five complaint findings were determined by the Ombudsman during the reporting period.
2023/24
The Housing Ombudsman published a landlord performance report for Trent & Dove, providing an overview of complaints investigated and their outcomes.
We review the learning from complaints, Ombudsman findings and customer feedback to help improve our services and ensure we continue to learn, improve and deliver a better customer experience.
View the multi-lingual videos from the Housing Ombudsman, explaining how to make a complaint.
Are you a Heat Network customer?
Trent & Dove owns three properties with active heat networks: Chestnut Grange, Elizabeth Court, and Dove Court. We are members of the Alternative Dispute Resolution Scheme for Heat Networks, an organisation set up by the government to ensure that all energy cost savings are passed on to customers. This was particularly important when the government contributed to energy bills during the winter of 2023.
Our reports show that Trent & Dove heat network customers did not overpay for energy during the recent sharp increase in energy wholesale prices. If you are a heat network customer, you can contact us anytime via Customer Services to discuss your energy supply.
However, if you need to make a complaint, you can contact the Energy Ombudsman directly by post, phone, or email.
Energy Ombudsman
P.O Box 966
Warrington,
WA4 9D
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Another type of query
If you'd like to talk to us about a neighbourhood problem or repair issue, please contact us or call our Customer Service Team on 01283 528528, 9am-5pm, Monday-Friday.
Looking after your data/personal information
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 information held about you.
For more information on how we use and share your information please see our Privacy notice on our website. However, if you would like a written copy of this please contact GDPRenquiries@trentanddove.org
