Policy
Complaints
We work hard to get things right, but when we don't we want to hear from you so we can put it right and learn.
Last updated: 1 June 2026
How to complain
The quickest way is to email complaints@millpondhousing.co.uk or call 01234 567 890. You can also write to us at Millpond House, 12 The Green, Milltown, MT4 8QP.
What we'll do
- Stage 1 — Acknowledge within 3 working days and respond in full within 10 working days.
- Stage 2 — If you're not satisfied, a senior manager will review the complaint and respond within 20 working days.
If you're still unhappy
You can escalate your complaint to the Housing Ombudsman Service. They provide free, independent, and impartial resolution.
Learning from complaints
We publish an annual complaints report summarising what people tell us and the changes we've made as a result.