Making comments & complaints

We love to hear when we get things right. Please let us know when you have a positive experience of our service - it allows us to pass your compliment to our teams and share it as best practice.

The quickest and easiest way to contact us is online using MyAccount:

Leave us a compliment

 

If you have any feedback about our service or a suggestion about how we can improve it, we want to know! Please contact us with any ideas you have on what we can do better.

If you’d like to help shape our services, why not become one of our involved residents? Find out how you can get involved and work with us to design, monitor and scrutinise our services. 

 

Before making a complaint, have you tried to contact us? We might be able to quickly find a solution.

You can easily contact us using any of the ways below:

• Email us using MyAccount:  

  Email us using MyAccount (our safe and secure online service). More than 20,000 housholds now use this quick and easy way to contact us.  

• Telephone:

  Monday morning is our busiest time and we may take longer to answer calls. You can call us on 0800 121 60 60.  We’re available from 9am to 5pm Monday to Friday. 
   

• Post: 

  If you’d like to write to us, you can send a letter to the following address:
  Optivo, Building 800, Guillat Avenue, Kent Science Park, Sittingbourne, Kent ME9 8GU.

• Online Chat:

  You can talk to one of our advisors using our online chat facility. This service is available:

• Monday between the hours of 1pm to 4pm.
• Tuesday to Friday between the hours of 10am to 4pm

Chat now

 As a large housing organisation handling hundreds of thousands of enquiries each year, we accept we sometimes get it wrong and don’t meet the high standards we set ourselves. This can result in a complaint.

To comply with the Housing Ombudsman Service, we use the following definition of a complaint:

'An expression of dissatisfaction, however made, about the standard of a service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting and individual resident or group of residents’.

To help us put you in touch with the right team, please carefully select the relevant option from the list below. 

• Report anti-social behaviour
• Report fly-tipping
• Make a general enquiry
• Make an official complaint about something else.

Complaints help us learn and understand where we’ve gone wrong. We can then change how we work to make sure we don’t make the same mistake again. You also can trust us to take your feedback and use it to make us better.

We have carried out a self-assessment against the Housing Ombudsman’s new Complaint Handling Code.

You can also find more information about our approach to complaint handling in the following publications:

• Putting it right - How we'll handle your complaint
• Complaints resolution policy 
• Compensation policy
• Compensation claim form [PDF, 3,103 KB]
• Customer experience statement -  "Powered by us"

 

What to do if we’re unable to resolve your complaint

If we’re unable to resolve your case after going through each stage of our complaints process, you can ask the Housing Ombudsman Service (HOS) for a review. To contact the HOS, you can ask one of the following to refer your complaint:

• A Member of Parliament (MP)
• A local Councillor
• A resident panel.

The other option is to contact the Housing Ombudsman Service eight weeks after the final letter. This eight weeks ‘cooling off’ period gives us another chance to resolve any outstanding issues.

Housing Ombudsman Service
Exchange Tower
Harbour Exchange Square
Isle of Dogs,
London
E14 9GE