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.
At Eastlight, we aim to give you consistently great customer service. However, we recognise that – from time to time – we can sometimes fail to meet your expectations, so please tell us if you’re not happy with the service you receive.
To make a complaint, please use the form below - we want to put things right as fast as we can. We accept complaints made over the phone, in-person, by email or letter and online – including via social media.
For more information, please read our Complaints Resolution Policy.
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.
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.
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.
We accept requests for compensation from any Eastlight customer whose complaint has been accepted.
We may also choose to provide compensation when it hasn’t been requested or identified through our complaints process, where we recognise there has been a failure of service and want to put this right.
Compensation may take various forms and is not limited to financial payments. We may offer gestures such as vouchers, flowers, cards, a rent account adjustment, or consider carrying out additional repairs which we would not usually be responsible for.
To make a complaint, please use the form below. For more information, please read our Compensation Policy.
How your feedback improves your services
We received a large number of complaints in 2023/24. As well as working with you to find the best solution, we review your complaints to identify improvements to the services you receive. See examples below of how we've responded to your feedback.
Many complaints are around the time you wait for a repair to be completed.
We have restructured our Repairs Service to reduce your waits.
Last year, we reduced our target time for standard repairs from 40 days to 28 days.
Over the last year, we’ve increased the number of repairs we complete within this target, from 56% to 82%.
Issues with heating repairs are a theme in 15% of complaints we received last year.
Often, this centred around you paying extra on your heating bills when we issued temporary heaters.
We now reimburse you for the additional cost at the outset, instead of making this payment only once the heating issue was resolved.
In October 2023, we launched our new Healthy Homes team to provide an improved service to residents experiencing damp issues in their homes.
Usually within 10 days, the team will visit and check the levels of damp, moisture and humidity in the home before cleaning affected areas.
They complete minor repairs and book any they cannot do on the spot. In 2024, we are completing a further review of our service, as it remains a factor in 15% of complaints.
Too often, residents with disabilities tell us that they face barriers when trying to access services. We’ve launched an action plan to address this.
