Feedback & Complaints
Eastlight Community Homes is committed to excellent customer service. We want to hear what you think. This helps us improve our services to meet your needs.
Any concerns can also be made confidentially or anonymously.
We want to put things right as soon as possible.
Please help us by giving us feedback as soon as you can.
This helps us set the wheels in motion and solve issues before they become a bigger problem or affect more people.
If your concern or issue can be resolved quickly we will investigate, sort it and update you within two working days.
If not, we will write to you to confirm we are dealing with your complaint within two working days.
We will let you know the complaint reference number and the name of the staff member who will be responsible for investigating and responding to you.
We will send you a full written response within ten working days of your complaint being registered. If we cannot respond within ten days we will discuss timescales with you.
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 more senior staff member or a review by a panel of Eastlight residents and Board members known as a panel review.
Panel reviews are held within 20 days of you requesting one. Our Resolutions Team arranges and monitors them.
If you remain unhappy with the outcome of the Panel 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.
We know that sometimes a service issue could put you out of pocket for a short period of time.
If you feel you have had to pay for something which Eastlight or our contractors are responsible for, please contact us with the details and costs incurred.
If compensation is sought for items within your home, you must make a claim with your contents insurance provider before you contact us.
If we have contributed to your loss, we will consider reimbursing any excess that may apply to your insurance policy.
We aim to reply to your compensation request within ten working days.
If you are not satisfied with the outcome, you have the right to make a complaint, which will be handled in accordance with our Complaint and Resolutions Policy.
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, or could do better.
Please contact us or use the form below.