Make a complaint about your property
It is easy to make a complaint about our service. We have a dedicated team of staff who will handle your complaint.
Our goal is to handle your complaint promptly, courteously, and fairly. We are committed to working with you to find a swift resolution. Once an issue is identified, we take action to correct it and use the feedback to prevent similar problems in the future, ensuring continuous improvement.
We fully comply with the Housing Ombudsman Complaint Handling Code 2024 and have collaborated with our customers to refine our complaints procedure. This ensures that the Ombudsman’s statutory guidance is at the heart of how we manage your concerns.
How to make a complaint
It is easy to make a complaint about our service. We have a dedicated team of advisors who handle your complaint.
To make a complaint you can:
- submit an online complaint
- email your complaint to [email protected]
- contact our reception team on 01482 240200
- tell us in person
- message us on social media
- send your complaint in writing to the Complaints Team using the address below:
Complaints Team
Hull and East Yorkshire Mind
Wellington House
108 Beverley Road
Hull HU3 1YA
When you contact us, please tell us:
- your full name, address, and contact number(s)
- what happened, when it happened and how it affected you
- what you think we should do to put things right.
You have the right to contact The Housing Ombudsman Service at any point throughout the complaints process, for advice and guidance.
Useful downloads
In line with the Housing Ombudsman Complaint Handling Code 2024, we publish our annual complaints performance and service improvement report. You can find the latest downloads below:
Annual Complaints Performance 2023-24
Complaints and Suggestions Policy (Currently under review)
Fulfilling the requirement under Housing Ombudsman registration, The Board of Trustees are aware of and have unanimously approved the report, which covers complaints related to property matters from 1st April 2023 to 31st March 2024.
