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 within five working days of receipt.

Your complaint will be assigned to one of our Customer Experience Specialists, who will investigate it in an impartial manner, ensuring you receive the necessary support to understand and participate in the complaint procedure.

We will respond to your complaint within ten working days of it being registered.

If we need more time, we’ll explain the reasons why; this won’t be longer than a further ten working days without good reason.

What if I am unhappy with Eastlight's response?

If you don’t feel your issue has been resolved, please let our Customer Experience Team know. They will work with you to agree next steps.

This could include escalating your complaint to Stage 2 of our process, where a member of our staff who hasn’t previously been involved in the complaint will investigate your concerns.

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 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.