Your chance to shape our complaints and compliments policy
What’s this all about? 
As part of our move towards a greater focus on the customer voice we are revising our complaints and compliments policy.
We understand things can go wrong and we can make mistakes - we want to know so we can apologise, put them right and learn from them – that’s what our complaint policy is all about.
The government has put more focus on ensuring that social landlords like Westward are listening to customers and resolving complaints.
The Housing Ombudsman has published a Complaint Code which sets out the definition of a complaint, how it should be dealt with and timescales for resolution. We have incorporated these requirements within our updated policy, which can be found here Policy review of Complaint and Compliment Policy.
What can I do?
We would like your help to get our complaints and compliments policy right and have set up a short survey asking your opinions.
We would be very grateful if you could spend 5 minutes completing the survey and sharing your opinions https://www.surveymonkey.co.uk/r/MKBWQ8G There is a prize draw for one lucky customer - you could win a £20 gift voucher.
The survey closes on Wednesday 31st March 2021.
Thank you for your time.