We welcome your views and opinions. We use your feedback to understand what we are getting right, what we are getting wrong and where we can improve.

We treat all complaints confidentially, respectfully and fairly so please get in touch.

You can read more about how we handle customer feedback below, or you can read our Customer Feedback Policy in full.

View our Customer Feedback Policy (this link will open in a new window)

How to provide feedback

We value your feedback. When you comment, complain or compliment, you’re telling us what we’re doing right and where we can improve our services.

We want to make it as easy as possible for you to provide feedback, so there are lots of different ways to get in touch:

You can:

Whatever way to choose to contact us, we want to hear from you. Your feedback makes a real difference to the services we provide.

What happens when you give us feedback?

We welcome all feedback - whether it’s a compliment, a comment, or a complaint.

Compliments and Comments

When you tell us something positive or share an idea, we’ll record it and review it. Your feedback helps us understand what’s working well and where we can make things even better.

Complaints

If you’re unhappy with something, please let us know as soon as possible. When you make a complaint, we’ll give you a reference number and tell you who is dealing with it. Please keep this information safe in case you need to contact us again.

If someone is speaking to us on your behalf, like a friend or family member, please make sure they have your permission and that we know in advance so we can speak to them.

Our complaints process

We treat all complaints fairly, respectfully and in confidence. If something has gone wrong, please let us know so we can put it right.

There are two parts to our complaints process which you can read about below.

First Time Resolution

When you first tell us you're unhappy, we’ll try to sort things out straight away. This is called a First Time Resolution.

We will:

  • Respond to you and log the complaint within 5 working days.
  • Aim to resolve your complaint and update you within 10 working days. 

If  you’re still not happy:  

  • After First Resolution stage is finished, you (or someone speaking for you) can ask for a Final Resolution.   

  • You need to ask for this within 14 days of the first stage ending.  

  • The Final Resolution is the last step in our complaints process.   

 

Final Resolution

We will:

  • Respond to you and log the complaint within 5 working days of it being escalated.
  • Aim to resolve your complaint and update you within 20 working days.
  • This will be our final response on the complaint, and this will be reviewed by a Director before we write to you.

If you’re still not happy with the outcome, you can contact the  Housing Ombudsman.

 

Some complaints take more time

Sometimes, we might need more time to  look into  your complaint.  

If this happens we will:

  • Explain why.
  • Agree the extra time with you (this shouldn't be more than the timeframes listed above)
  • Send you this in writing.
  • Tell you how to contact The Housing Ombudsman if you want to.

 

 

Service Charge Feedback

Service Charge Feedback 

Service charges and their costs are unique to your building and your lease. Charged separate to your rent, service charges are necessary costs to maintain the property you live in and the communal surrounding areas - including (but are not limited to) the cost of gardening, cleaning and lighting for the areas you share with your neighbours. In some cases, your service charge may also cover communal gas, electric or water charges if you’re on a communal meter. 

If you have a query about your service charge, such as the nature or process, please contact us on 0344 736 0063 or speak to your Property Manager.

If you wish to dispute your service charges, such as the variable amount, you can raise this directly via the First Tier Tribunal. Find out more and apply here: Apply to the tribunal - GOVE.UK (www.gov.uk).

You can find further advice about your lease and charges here: The Leasehold Advisory Service (lease-advice.org)

Feedback surveys

Your feedback is important to us – it helps us to shape and improve our services.

To collect your feedback, we have partnered with CX Feedback to collect the views and opinions of our customers through email, text and call surveys.

If selected for the survey, your contact details will be shared in line with our  Data Privacy Notice. 

If you do not wish to be contacted for the survey, please let us know and we will ensure that your details are not shared, and you will not be contacted.

FAQ’s

What is CX Feedback? 

The system enables us to send out surveys via a telephone call, text, or email so that we can listen to your views on a range of subjects. 

How will I know that these surveys are from The Regenda Group?

The surveys will be sent to you directly by email, text or as an incoming call. They will have our recognisable branding from CX Feedback or Pexel.

If you are concerned that they are not genuine, you can contact us to check. 

 

pexel logo pexel logo

What is a compliment, comment or complaint?

We welcome all types of feedback. Here’s what each one means:

Compliment

This is when you tell us something positive about our service. Our teams really appreciate hearing when they’ve done a good job. If someone has helped you and made a difference, let us know — we’ll make sure your thanks are passed on.

Comment

This is general feedback about our services. It could be an idea, a suggestion, or a way we could do something better. We use your comments to help improve our services and shape future policies.

Complaint

This is when you’re unhappy with something we’ve done — for example, if a service didn’t meet the standard, quality or timescale we promised. Sometimes things go wrong, and when they do, we want to know so we can fix it and stop it happening again.

Complaints performance

The Complaint Handling Code

From 1 April 2024, the Housing Ombudsman’s Complaint Handling Code became law. This means all landlords must follow its rules when dealing with complaints.

One key requirement is that landlords must publish a Complaints Performance and Service Improvement Report every year. The report helps residents and scrutiny groups see how well complaints are being handled and what’s being done to improve services.

Find out more about the Housing Ombudsman Service (this link takes you to another website). 

 

Statement of compliance

Listening to customers and acting on feedback is a key part of how we run our organisation. It’s built into our governance and reporting processes.

When preparing this annual complaints report, our Board followed the principles in the Housing Ombudsman’s Complaint Handling Code and its self-assessment guidance.

We also carried out a detailed review of the evidence behind our self-assessment. This was led by the Board Member responsible for complaints, to make sure everything was checked thoroughly.

Our annual complaints report was approved by the Board on 4th September 2025 following review by our Customer Feedback Panel and Resident Voice Panel, and signed on its behalf by Lesley Dixon, Chair,  John Wood, Member Responsible for Complaints, and Nigel Hennerley, Chair of the Resident Voice Panel.  

 

Complaints and Service Improvement Report

This report outlines how we are performing against our complaints service standards and includes a self-assessment against the Housing Ombudman’s Complaint Handling Code. It outlines where we have got things wrong and what actions we have taken to improve our service.

Complaints and Service Improvement Report - 2024-2025 (this link will open in a new window)

We have published our self-assessment against the Complaints Code within the report above, and as a stand-alone version below:

Complaints Self Assessment - 2024-2025 (this link will open in a new window)
Action Plan for Improvement - 2025-2026 (this link will open in a new window)

 

Landlord Performance Reports from the Housing Ombudsman

The Housing Ombudsman issues landlord reports for landlords with five or more findings of maladministration. This included us for the period 2023-2024, and 2024-2025. 

Landlord Performance Report for 2023-2024 (this link will open in a new window)

Landlord Performance Report for 2024-2025 (this link will open in a new window)

Getting independent help

If you need help or advice or want someone, such as relative, a friend or an adviser, to act on your behalf, you can do this if we have your permission to talk to them.

If you need help to find an adviser who is independent you can contact the Citizens Advice Bureau, Housing Aid Centre, Local Law Centre, a solicitor, your local Councillor or your Member of Parliament. You can find contact details for these in local directories or on the internet. Even if your complaint is still going through our process you can contact the Housing Ombudsman or Property Ombudsman for advice, they are unlikely to investigate your complaint until we have provided a Final Response, but they may be able to offer advice.

Speak to the Housing Ombudsman

The Housing Ombudsman Service is set up by law to look at complaints about housing organisations including housing associations and local authorities. The Service gives free, impartial and independent advice for the resolution of unresolved disputes between landlords and tenants.

You can contact the Housing Ombudsman at any time during the complaints process for advice or support.

Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ
0300 111 3000

www.housing-ombudsman.org.uk

Speak to the Property Ombudsman

The Property Ombudsman is a government approved scheme to provide free, independent advice for the resolution of disputes between consumers and property agents.

You can contact the Property Ombudsman at any time during the complaints process for advice or support.

You normally have up to 6 months from the date of our final response to refer your complaint to the Property Ombudsman - although it is preferable that you do so as soon as possible.

The Property Ombudsman
33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane                                                            
Salisbury
SP1 2TJ

01722 333 306
admin@tpos.co.uk
www.tpos.co.uk (this link will open in a new window)
www.tpos.co.uk/consumers/make-a-complaint (this link will open in a new window)