We aim go provide high quality services. But we can only be sure we are succeeding it you let us know what you think about them.

You may think of ways we could do things better, if so we would really like to hear your suggestions.

If we get things right we are pleased to her from you. If you tell us about the time you received good service, we will understand better the type of service you want.

You can make your suggestion or give us a compliment by:

• emailing feedback@east-thames.co.uk
• using our website
• phoning 0845 600 0830
• visiting any of our offices

From time to time, things can and go wrong. We will try as quickly as possible to put things right for you. We will also try to make sure the same thing does not happen again, either to you or to anyone else.

You can make a complaint to us if you are:

• a tenant, former tenant or an applicant for our housing
• a tenant group (whether or not you are formally recognised)
• a member of the public affected by our work (for example if you live next door to one of our properties)
• any other organisation affected by our work

You may ask someone else to make a complaint on your behalf. If you do, you will need to provide evidence that they have your permission to act on your behalf.

If you do not let us have this evidence, we may not be able to answer your complaint within our normal timescale.

We will accept complaints made:

• online
• by phoning 0845 600 0830
• by emailing complaints@east-thames.co.uk
• via Minicom 020 8522 2006 (for the hearing impaired)
• in a letter to the Customer Relations Unit (Customer Relations Unit, 29-35 West Ham Lane, Stratford, London E15 4PH)
• by sending a fax to Customer Relations 020 8522 2009
• in person at any of our offices
• in Braille
• in any language

Stage 1 - Complain formally
Put your complaint in writing to the Customer Relations Unit, complete the online form or speak to a member of staff.

We will acknowledge your complaint within three working days.

We will investigate and address the complaint in full and let you know our decision within three weeks.

Investigation may take longer when the complaint is complex or detailed. If this happens, we will write to you to explain the delay and let you know when you can expect to get the result.


Stage 2 - Appeal against our decision
You may appeal against our decision if you cannot agree with it.

Your appeal is normally considered by our Appeals Panel, which gives the final decision. The panel is normally made up of three members and at least one of them will be a board member.

You may attend the Panel meeting to present your case in person. You are welcome to bring a friend, relative, or someone from your tenant’s association, but you cannot bring a solicitor with you.

The Appeal Panel will issue its decision in writing within two weeks of the hearing. Where appropriate, it will advise you of your right to take the matter to the Housing Ombudsman Service, the Commission for Social Care Inspection, or another outside body if you are still not happy.