We want to hear from you if you have any comments, suggestions or compliments about our services or staff.

How to Complain

We define a complaint as ‘any oral or written expression of dissatisfaction by any person, however made, about the service, action or inaction of Choice or its officers which requires a response’.

The Association has implemented a dedicated customer Services Centre for you to report repairs or make general housing enquiries.

You can make a complaint using the following methods:

  • Contact Form
  • By telephone: 0300 111 2211
  • In person or in writing to:

Choice Head Office
Leslie Morrell House
37-41 May Street

Our first action will be to consider if we can resolve your concern immediately. If we can’t, we will register your complaint. We aim to acknowledge all complaints within one working day.


Local Resolution

Problems can be raised informally in the first instance. Please discuss your concerns with your Scheme Coordinator, Housing Officer, Property Services Officer or Development Officer. Where a complainant is unhappy with the initial response, he or she has the opportunity to appeal to a higher level within Choice. We will fully investigate all reasonable complaints made about our service and aim to find a solution as quickly as possible. Where we cannot resolve the issue immediately, you can ask to have your complaint dealt with through our three stage complaints procedure.


Independent Advice

In order to ensure impartiality, Choice reserves the right to engage the services of Housing Rights to comment on how we conducted our investigation. Before sending a complaint, please consider if Choice is the appropriate body to complain to about your issue