We are not perfect. Sometimes our services may fall short of the high standards we set ourselves, and at times they may exceed your expectations.  You can let us know what you think about our services if you:

• Call our Customer Services Team on 01376 535 400
• Email our Customer Services Team on csc@GreenfieldsCH.org.uk
• Visit us in person
• Complete our online form 
• Contact us by post
• Send a fax to 01376 332 498

If you are experiencing problems with anti-social behaviour (ASB), you can find out more ASB Services and contact our specialist ASB Team

What is Greenfields complaints process?

You can download full details of the complaints policy. A new version of the compliments, comments, and complaints leaflet will be available shortly, in the meantime should you need any assistance please contact our customer services team. .

• Any individual or group against whom a complaint is made will never investigate the complaint
• Complaints will be acknowledged in writing within 1 working day of receipt
• If required, complaints may be made confidentially or anonymously
• A response to a complaint can be expected within 10 working days.  Where this is not possible, we will contact you to agree a new target date.

There are potentially four stages in the complaints process:

Stage 0 - A stage 0 complaint is an expression of dissatisfaction which is resolved at the first point of contact. It will be recorded within the complaints register and used to inform and improve services. However if you are not satisfied with the response, you may request that the issue be escalated to a stage 1 complaint.

Stage 1 - When you make your initial complaint, you can expect a response within 10 working days (where this is not possible, we will contact you to agree a new response date)

Stage 2 - Your complaint is moved to stage 2 when you are not happy with the response you received at stage 1, and you can expect a full written response within 10 working days of your complaint.

Stage 3 - Review Panel Stage. You will be offered a review panel hearing if you are not happy with the response you received at stage 2.

If you are still dissatisfied with the outcome of your complaint, there is no further right of appeal within Greenfields. However, you can contact the Housing Ombudsman Services who will investigate your concerns.