Compliments, complaints and suggestions

We welcome feedback from our residents. If we get things right and you've had a great service, please do tell us. But, if you feel you've been unfairly treated or are unhappy with the service provided, you can make a complaint. From time to time, things go wrong. If they do, please tell us. We will try as quickly as possible to put things right for you. We will also try to make sure the same thing does not happen again, either to you or to anyone else.

General feedback and compliments

If you'd like to give us some general feedback, a compliment or just a suggestion, please email us: info@east-thames.co.uk or give us a call on 0845 600 0830.

Complaints

If you want to make a complaint, you can contact us in any of the ways listed below. Please try and provide as much information as you can so we can investigate your complaint. We will acknowledge your complaint within three days and provide a full response within 21 days. We may also need to contact you to find out more about your complaint. 

• Telephone - calling our contact centre on 0845 600 0830 , 8.30am - 8.30pm Monday to Friday
• In person - either by visiting our Front of House team at our office in Stratford who available to help 8.30am - 6.00pm Monday to Friday
• Raising your complaint with any of our staff members, such as your Neighbourhood Manager or Care and Support Worker
• Emailing our Complaints and Customer Advocacy Team at complaints@east-thames.co.uk
• In writing to our offices at 29-35 West Ham Lane, Stratford, London, E15 4PH

For more information about our complaints procedure, please download our Getting it Right factsheet (730KB PDF).