Sandwell Homes and its partners follow an agreed complaints and compliments procedure, which gives us the opportunity to hear about the standard of service we are providing to our customers. This helps us identify what we are doing well and help make improvements where there are areas of concern.

Your first point of contact should be your customer liaison officer (CLO) who should respond to any queries, concerns or complaints and can accept compliments from you. You should contact them immediately if you have a complaint and they will arrange a visit to your home to discuss your concerns.

Most complaints are resolved quickly but if you are not satisfied with the outcome you will be advised by the CLO of the formal complaints procedure. In these cases your complaint will be logged with Sandwell Homes' customer relations team.

The complaints procedure has three stages and includes both Partners and Sandwell Homes so we are confident that any complaints can be resolved.

Compliments are important to us as they acknowledge instances where a customer has been particularly pleased by the service provided to them and is a rewarding gesture to either individuals or teams. Compliments also help us identify areas where we are performing well and can help us to share good working practices in other areas.

All compliments and complaints are important and we encourage you to contact us in any of these cases. Please speak to your CLO, contact the customer care number, add your comments to a satisfaction form or contact Sandwell Homes Customer Relations team should you wish to record a compliment or complaint.