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Comments, compliments & complaints

image: a women contacting us using her tabletWe’re committed to giving you a positive customer experience – it’s one of our core values and it’s in our DNA.

Please let us know what you think of our service.

Your feedback is valuable and it helps us continually improve.
 

We’d like to hear…

If you’ve received great service


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’ve any suggestions or feedback


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. 

If you’re unhappy with our services and want to make a complaint


We’re sorry if something wasn’t up to the high standard we set ourselves. 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.  
 

Further information:

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

If you’d like to make a complaint, please contact us. The quickest way to reach us with your complaint is online using MyAccount. Further details are provided below.
 

Ways to contact us...

Email us using MyAccount:

You can make a complaint using MyAccount, our safe and secure online service. This is the quickest way to contact us.
 

Telephone:

Please note: 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 1060, Cornforth Drive, Kent Science Park, Sittingbourne, ME9 8PX.
 

Online Chat:

You can talk to one of our advisors using our online chat facility. This service is available Monday to Friday between the hours of 10am to 3.30pm.

Chat now

 

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.
Another option is to wait for eight weeks after you receive a final response from us and contact the Housing Ombudsman directly.  
 

Coronavirus update:

Following Government Guidelines for the Covid-19 outbreak, we’ve reviewed the services we can realistically provide. We’ve made some changes which affect non-emergency repairs (in your home and in communal areas). 

Since 24 March 2020, we’re only able to attend to emergency repairs. Non-emergency repairs will take longer than expected to complete. I’m sure you appreciate we have to consider the health and safety of all staff and customers at this time. 

If your complaint is about a non-emergency repair, we’ll put it on hold until the Government agrees normal service can resume. This means you’re unable to progress your complaint if repairs are still outstanding after being agreed.

We’ll continue to monitor this and we’ll book in any outstanding repairs once our trades-people and office-based teams are working normally again. We appreciate this isn’t ideal but these are unprecedented times. 

If you’d like more details about the emergency repairs we’re still carrying out, please read our repairs update.
 

How to send us your feedback


There are a number of ways to get in touch:Image: A man contacting us
  • Email us using MyAccount

  • Telephone - You can call us on freephone 0800 181 60 60. We’re available from 9am to 5pm Monday to Friday. An emergency service operates outside these hours.

  • In writing: Optivo, Building 1060, Cornforth Drive, Kent Science Park, Sittingbourne, ME9 8PX
  • Webchat - click here to find out how to chat to us online. This service is available Monday to Friday between the hours of 9am to 4.45pm.
   Chat now

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