We welcome your feedback and we're always pleased to hear when we have done well, but we also want to know when things have not gone well.
At Plus Dane Housing our number one priority is to provide customers with a high quality service. Feedback is vital to enabling us to keep improving and developing our services. Examples of how customer feedback has been used in the past can be found here.
We understand that sometimes, despite our best efforts, we might get things wrong and you might want to submit a complaint about the service you have received.
To ensure that this process is as straight forward as possible, we have recently revised our Customer Complaints and Feedback Policy. You can download a full copy by clicking here. You can also find out more about how to make a complaint here.
We will always try to resolve your complaint as quickly and informally as possible. In most cases we’re able to do this when you very first make us aware of an issue.
For more complex complaints we have a three stage process that we will follow in order to resolve your complaint fully. This process is described in detail in our complaints policy.
Making a complaint
When you make a complaint, tell us:
- your full name and address
- as much as you can about the complaint
- what has gone wrong
- how you would like us to resolve the matter
You can make a complaint via email, letter, our website, social media channels, our mobile phone app, through a staff member, over the phone or face to face. Anyone affected by the way Plus Dane Housing provides services can make a complaint. It is also easier for us to resolve concerns if you make them quickly:
- Complete the complaint option on the form below
- Email firstname.lastname@example.org
- Telephone 0800 169 2988 (free from most UK landlines and mobiles)
- Post your complaint to, Plus Dane, Shepherds Mill, Worrall Street, Congleton, CW12 1DT
- In person at Shepherds Mill, Congleton or 172 Park Road, Liverpool
Please ask if you need any further advice, support or assistance making a complaint.
How long might it take to resolve your complaint
Putting things right
When we get things wrong we will act to:
- Accept responsibility
- Explain what went wrong and why
- Take action to put things right
All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act.
If a complaint is about a member of staff or contractor, we will not reveal your identity if you do not want us to. However the nature of the complaint may make you identifiable.
If you make a complaint we may contact you after our investigations have ended to find out from you how you felt we handled your complaint. The results will provide valuable information to enable us to continue to improve the service we provide to customers.
Compliments and Feedback
We value your views. If you would like to tell us about how we have succeeded in delivering a great service, how a member of staff has impressed you or how you think we could improve our services please let us know below: