Customer feedback

We aim to give an excellent service to our customers. If we get something wrong we want to put it right and learn from our mistakes.

 

We always welcome your feedback, good or bad. Any customers receiving or affected by our services can complain, offer suggestions or give praise. All feedback is treated in confidence.

 

We appreciate your positive comments when things go well, and also recognise that  sometimes things go wrong. If they do, we will investigate and aim to put things right quickly and fairly at an early stage. You will not receive any unfavourable treatment because you have complained.

 

You can contact us to make a compliment, complaint or suggestion in person or by letter, telephone or email. You can also complete the form below. We aim to acknowledge all complaints, compliments and suggestions within three working days, and provide a full response to complaints within ten working days.

 

In October 2014, we launched an improved complaints policy focusing on earlier resolution to complaints, and providing a value for money complaints process. We achieved this by:

  • Strengthening our approach to resolving the issue at first point of contact
  • Reducing the process so it is two stages long rather than three, allowing customers to seek external review sooner if matters are unresolved
  • Improving support to customers during the process, through the First Wessex Residents' Panel
  • Improving signposting when First Wessex is not able to offer what a resident would like - we'll be honest about what in and outside of our control

 

The information you give will be held by First Wessex electronically. The information will be used for investigating your feedback. By submitting this form you are consenting to us processing the data you provide for the purposes noted above.

 

If your complaint relates to Anti-social behaviour, please see our reporting anti-social behaviour pages.

 

Customer feedback form

Note: Questions marked by * are mandatory

*Spam Guard: what colour is grass?

Your compliment, complaint or suggestion will be logged as soon as possible and assigned to the relevant department. You should then receive acknowledgement of your feedback from the service manager within five working days.