Complaints
We always aim to provide a great service to our customers. However, sometimes things go wrong. When this happens, we want to make things right as quickly as we can.
Our Customer Contact team is available 8.45am to 5.00pm to help resolve any queries where something may have gone wrong.
If you remain unhappy with any of our services, you can make a complaint. This can be done in a number of simple ways.
- using the form below
- email – [email protected]
- telling a staff member when they visit your home
- phone – 0300 123 5544
- through your MyGUHG account
- post – send it to Grand Union Housing Group, K2, Timbold Drive, Kents Hill, Milton Keynes, MK7 6BZ
- Facebook – send us a direct message
If you make a complaint, here’s what to expect:
- we’ll aim to call you to talk about the complaint within five days of receiving it.
- we’ll investigate and let you know what’s happening throughout
- you can access the Housing Ombudsman Service at any time during your complaint. This lets you engage with the Ombudsman’s dispute support advisors for impartial advice.
You can read our complaints policy and complaints procedure below.
As a member of the Housing Ombudsman Scheme, we handle complaints in line with the Housing Ombudsman Service Complaint Handling Code. You can view our self-assessment against the Code and our Annual Complaints and Performance and Service Improvement Report. The Housing Ombudsman Service publish how well landlords perform when handling complaints. See how we compare to others: www.housing-ombudsman.org.uk/landlords/
