Complaints, Compliments and Feedback
We know that sometimes things can go wrong and customers can be unhappy with a service from us and wish to complain. Our complaints process focuses on resolving the issue as quickly as possible.
Giving a compliment or leaving feedback
We welcome all types of feedback about our performance, good or bad, via this website, by email, in writing or over the telephone.
Ways to complain
If you would like to make a complaint over the phone, please call 01271 313 361. If you would like to email us, please use this email address [email protected], giving as much detail as possible including how we can resolve your complaint to your satisfaction:.
If you would like to make a formal complaint, please read our customer complaints leaflet first:
Complaints and compliments information booklet
To make a complaint, please complete the feedback form below, giving as much detail as possible including how we can resolve your complaint to your satisfaction:
To read our Complaints Policy please click below
Customer Complaints and Feedback Policy
To read our Compensation Policy please click below
Complaints Self Assessment
As part of the Housing Ombudsman requirements, we publish our self-assessment (see below) with their complaints code every year.
We have also published the complaints and improvement report that was presented to the Board and their response (see below)
Contacting the Housing Ombudsman Service
If you wish to seek advice regarding your complaint or you reach the end of the complaint process you can contact the Housing Ombudsman service. You can contact the Housing Ombudsman Service in the following ways:
- By post - Housing Ombudsman Service PO Box 1484, Unit D, Preston, PR2 0ET
- By telephone - 0300 111 3000
- By email - [email protected]
- Website - www.housing-ombudsman.org.uk
Financial Matters Complaints
Any complaints relating to service charges and debt advice can be made by following our Financial Matters Complaints process. If you remain unsatisfied after the completion of our Financial Matters Complaints process your complaint can be forwarded to the Financial Ombudsman Service:
- By post - The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
- By telephone - 0800 023 4567
- By email - [email protected]
- Website - www.financial-ombudsman.org.uk
Get in touch
There are many ways you can get in touch with the team. If you have a question call our Customer Care Team on 01271 312 500 or email [email protected]. You can also fill in our enquiry form and our team aim to respond within 48 working hours.
Out of Hours Repairs
To report an emergency repair outside of our office hours please call either 0800 9170619 or 01271 312 522.
Visiting us in person
If you need to speak to a member of our team in person you can visit us at our Head Office between the hours of 8.30am and 5.00pm Monday to Friday (excluding bank holidays):
North Devon Homes, Westacott Road, Barnstaple, Devon EX32 8TA
We would recommend making an appointment in advance as a number of our team work out of the office and may not be in when you pop by.
