Feedback & Complaints

We're committed to excellent customer service and we want to know about your experiences with us. Your feedback helps us to improve our services and ensure they meets your needs. You can submit feedback, whether that's a compliment, a complaint, or a suggestion, using the buttons below.

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How do I raise an issue or concern about my service?

If you are unhappy with the service you have received then please let us know.

Any concerns can also be made confidentially using the form below - we want to put things right as fast as we can.

Please let us know as soon as possible if you're unhappy with our service. This helps us set the wheels in motion and solve issues before they become a bigger problem or affect more people.

What happens if I make a complaint?

We will acknowledge your complaint via email within one working day after it is registered.

A member of our team will be in contact with you no later than three working days after the complaint is received to provide detail of the complaint reference number, progress updates, and to make any necessary enquiries that will help the resolution process.

We will investigate a complaint and provide a full written response within ten working days of it being registered.

If we are unable to do so, a revised timescale and dates for progress updates will be agreed with you.

 

What if I am unhappy with Eastlight's response?

If you don’t feel your issue has been resolved, you will be given details to contact our Resolutions Team. They will work with you to agree next steps.

This could include referral to a senior manager at Eastlight in a different department who has not previously been involved in the complaint or directly responsible for the service provided to ensure impartiality.

If you remain unhappy with the outcome of the review, in line with the Housing Ombudsman code you will be given details of how to refer your complaint to a designated person or to the Housing Ombudsman.

The Housing Ombudsman is set up by law to look at complaints about registered housing providers. The service is free, independent and impartial.

Can I provide compliments or suggestions for improvements?

We appreciate your positive feedback or suggestions for improvement. 

It helps us to understand what’s important to you, what we should do more of, and could do better.

Please use the form here.