Complaint or Compliment

We don't always get things right. If you have received a service from us and you are not satisfied please make a complaint. You can do this by:

Calling 01952 217100

Emailing complaints@wrekin.com

Writing to us at The Wrekin Housing Group Ltd, Colliers Way, Old Park, Telford, Shropshire, TF3 4AW

Using the MyWrekin App

In person to our Service Managers or at our Office (address above)

Stage 1

Initial complaint

We will acknowledge your complaint within 5 working days and aim to resolve your complaint within 10 working days.

Stage 2

Review of the complaint

A Senior Manager will review the complaint and will aim to resolve within 20 working days.

We will contact you within 5 working days

The Housing Ombudsman

Please note: The Ombudsman will normally only consider your complaint if you have gone through our complaints process first but you can contact them to discuss your complaint at any time. Please take a look at the Ombudsman information leaflet below.

Tel: 0300 111 3000

The Wrekin Housing Group Housing Ombudsman information (PDF 631kb)

The Wrekin Housing Group's Complaints Policy (PDF 254kb)

We have also published a self-assessment against the Housing Ombudsman’s Complaints Handling Code.

Local Government & Care Ombudsman

Tel: 0300 061 0614

Website: Local Government and Social Care Ombudsman

Write: Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH

How to report Anti-Social Behaviour

We treat any behaviour that is likely to cause nuisance, harassment, alarm or distress to anyone, as antisocial behaviour (ASB), this may be ongoing behaviour, or one-off incidents. Our Anti-social Behaviour Policy (PDF 223KB) has more detailed information. Our glossary contains a list of words and terms associated with antisocial behaviour.

For more information visit our Anti-social behaviour page or email ASBReports@wrekin.com.

Compliments

If you’re happy with a particular service, please let us know using the email address compliments@wrekin.com or by calling us on 01952 217100.

Complaints and compliments are an important way for us to learn and improve our services. In April 2024, a new Code of Complaints Handling was introduced by the Housing Ombudsman Service for all landlords to meet. We have ensured that we meet this code and our self-assessment of these requirements and how we meet them has been published on the website on Self-assessment 2024 | The Wrekin Housing Group

Alongside this self-assessment we have also published a performance and service improvement report. This details information about the number and type of complaints we have received in 2023/24, how we have used complaints to improve our services and the response from our Board on how we have achieved this and future plans for improvement. Service Improvement Report 23/24 | The Wrekin Housing Group

As part of The Wrekin Housing Group, we have self-assessed as a group against the Housing Ombudsman Code of Complaints Handling, effective from 1 April 2024. The completed self-assessment can be downloaded here