Search Contact us Comments, compliments and complaints Customer Promise We want to make sure that you receive consistently good customer service when you contact us. Our customer promise leaflet will explain what you can expect from us. Make a comment, compliment or complaint online Alternatively you can make a comment, compliment or complaint by: email: cornwallhousingfeedback@cornwallhousing.org.uk telephone us on 0300 1234 161 write to Cornwall Housing Ltd, Chy Trevail, Beacon Technology Park, Bodmin, Cornwall, PL31 2FR. Would you like to pay us a compliment? A compliment would be praise from you as a customer for a service delivered by us or by someone acting on our behalf. Do you have a comment for us? A comment could be constructive feedback you have about a service delivered by us, or by someone acting on our behalf. Do you have a complaint that you want to make? A complaint is an expression of dissatisfaction with a service or how we have dealt with something. Please take a look at our Customer Feedback and Complaints Policy. Our aim is to settle your complaint quickly and informally. You will not receive any unfavourable treatment as a result of making a complaint. How we deal with complaints We aim to resolve your complaint straight away. If this is not possible your complaint will be referred for investigation under a formal two step process. Step 1 Step 2 Your complaint will be investigated by the relevant manager. We aim to resolve your complaint within 10 working days. Before sending our step 1 response to you, we may contact you to ensure we have answered all your questions. Where appropriate, we may change our proposed response if we have failed to answer all your concerns. By doing this, we are aiming to resolve your complaint at the earliest possible stage. Compensation Policy Where appropriate we will consider compensation in relation to your complaint. In these instances we have a Compensation Policy which explains how we calculate compensation. Privacy statement The information you provide on this form will be used to provide you with an answer to your feedback regarding Cornwall Housing. We will only use this information in conjunction with the nature of your enquiry. This may include checks with the Housing Options Department or Cornwall Home choice to find out details relating to your enquiry or verify information you have provided to us. We may also share your information with the Council to verify any information provided by you. We will retain your details for 2 years from the date your enquiry is received. All personal information held by Cornwall Housing is held safely in a secure environment. Privacy policy Compensation Policy Complaint Handling Code self-assessment You may also be interested in: How we are doing - Annual report Our Vision, Aims and Objectives National Federation of ALMO’s Business Plan Meet our leadership team Our Board Careers with Cornwall Housing Comments, compliments and complaints Freedom of Information Reports Gypsy and Travellers Our policies Company details People matters Slavery and Human Trafficking Statement Surveys Corserv group of companies We are making improvements to provide a better service Contact Feedback Privacy Policy Website help Facebook Twitter Email - info@cornwallhousing.org.uk Copyright Cornwall Council 2021