We know that sometimes things go wrong or that the services we offer may not always meet your expectations.
If this happens, please let us know, so we can put things right and learn from it.
To make a complaint or to give positive feedback, please call the Customer Services Centre on 0300 123 6000. You can also use any of the contact methods below:
- In person
- By emailing us at complaints@emh.co.uk
- Via the contact us form below
- By using the MyHomeOnline self-service portal
- Through another person (for example, an advocate, social worker or solicitor)
- By post to:
Complaints Resolution Team
emh Memorial House
Stenson Road
Coalville
Leicestershire
LE67 4JP.
We aim to acknowledge your initial contact regarding a complaint within five working days, and fully respond to your complaint within ten working days of the complaint being acknowledged. If we need longer, we will agree this with you.
If you are unhappy with our response, you can escalate it within four weeks of the response. We aim to respond to your escalated response within 20 working days.
We will not accept the following complaints:
- Where the matter is subject to legal proceedings
- Where the complainant is acting unreasonably
- Where the service failure occurred more than a year ago
- Where the problem is a recurring issue, and we are satisfied we have previously resolved the issue.
If we decide not to accept your complaint, we will write to you and explain why, and you will have the right to challenge this decision by referring the matter to the Housing Ombudsman
For more information on the Ombudsman visit this page. Read our latest self-assessment against its code here
Gail Puttock is emh's Member Responsible for Complaints.