Send us your feedback
We'd love to hear from you
Feedback and complaints
Do you have a suggestion that could improve our services or perhaps you'd like to tell us about an experience you've had with Trent & Dove?
Whether it's letting us know about a job well done or highlighting an area you feel we could improve, we'd love to hear from you.
We're always looking at ways we can improve our services. If you're not happy – we want to know about it straight away so that we can resolve things quickly for you.
Complaints
We appreciate that sometimes things go wrong.
If you feel we haven't met your expectations please talk to us. Contact our Customer Service Team on 01283 528528 (9am-5pm, Monday-Friday) and give us the opportunity to put things right.
For more information on this and our complaint-handling process, read our Complaints Policy.
We look back at our complaint performance each year to learn how to improve. For more information about our recent complaints, read our Annual Complaints and Service Improvement Report 24-25.pdf[pdf] 294KB
Martyn Hale, Operations Director, is our Executive responsible for complaints.
Rachael Hughes, Head of Customer and Community, is our Deputy Officer responsible for complaints.
Housing Ombudsman Service
The Housing Ombudsman is an independent, impartial, and free service available to residents living in social housing. You can request help from the Housing Ombudsman if you are not satisfied with the response to your complaint and the issue has not been resolved. You can also ask for help with your complaint if you have not received a response.
You can contact the Housing Ombudsman using their online complaints form on their website. Alternatively, you can call them on 0300 111 3000 or write to them at:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
Contact us | Housing Ombudsman Service (housing-ombudsman.org.uk)
Ombudsman's Complaint Handling Code
In July 2020, the Housing Ombudsman published its Complaint Handling Code. The Code sets out the processes that the Housing Ombudsman suggested that Housing Associations, like Trent & Dove, follow if they choose to be a registered member of the Housing Ombudsman Service.
The Social Housing (Regulation) Act 2023 gave the Housing Ombudsman new powers and duties from 1 April 2024. This led to the introduction of a new Complaint Handling Code, which became statutory on 1 April 2024. This means that landlords are obliged by law to follow their requirements. The Code sets out how landlords should handle complaints fairly and effectively and gives customers a guide to what to expect from their landlord when they make a complaint.
We have reviewed our complaint-handling processes against the Code in line with statutory requirements. The outcomes of this are shared with customers, staff and stakeholders below, to demonstrate how we are meeting the requirements of the Code and pursuing our commitment to continuously improving our existing processes.
Trent & Dove Annual Self-Assessment 2025-2026
Read our Governing Body’s statement in response to our Self-Assessment and Annual Complaints and Service Improvement Report below.
Housing Ombudsman - Landlord Performance Report 2023 / 2024
The Housing Ombudsman publishes an annual analysis of complaints it has received and investigated about the services we provide. The report ranks our performance in comparison to the national picture and summarises the outcomes.
We use the learning from these to improve the services we provide and are committed to continuous improvement.
Are you a Heat Network customer?
Trent & Dove owns three properties with active heat networks: Chestnut Grange, Elizabeth Court, and Dove Court. We are members of the Alternative Dispute Resolution Scheme for Heat Networks, an organisation set up by the government to ensure that all energy cost savings are passed on to customers. This was particularly important when the government contributed to energy bills during the winter of 2023.
Our reports show that Trent & Dove heat network customers did not overpay for energy during the recent sharp increase in energy wholesale prices. If you are a heat network customer, you can contact us anytime via Customer Services to discuss your energy supply.
However, if you need to make a complaint, you can contact the Energy Ombudsman directly by post, phone, or email.
Energy Ombudsman
P.O Box 966
Warrington,
WA4 9D
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Another type of query
If you'd like to talk to us about a neighbourhood problem or repair issue, please contact us or call our Customer Service Team on 01283 528528, 9am-5pm, Monday-Friday.
Looking after your data/personal information
Trent & Dove Housing Limited, which includes as a subsidiary First Housing Limited, will keep your personal information secure and confidential in accordance with the General Data Protection Regulations (GDPR) 2018. We collect this information (and may share some or all of it with third parties) as part of:
- Providing, and where necessary improving, services to all our customers; housing & neighbourhood management services; making homeownership products & services available; offering support services to customers
- As well as, where appropriate: preventing and detecting crime, fraud and unpaid debts; providing help with debt management and benefit entitlement; providing employment, training advice and opportunities; promoting equal opportunities and fair treatment.
If you provide us with personal information relating to members of your family or your associates we will assume you do so with their knowledge and consent to the collecting and processing of the information.
It is important that you tell us of any changes to your personal information as and when they happen so we can keep your details up to date.
At any point in our process, you are entitled to request copies of information held about you.
For more information on how we use and share your information please see our Privacy notice on our website. However, if you would like a written copy of this please contact GDPRenquiries@trentanddove.org