Complaints, Compliments and Comments
We appreciate all feedback and are always open to listening to the views and ideas of our residents.
A Guide to Complaints
In this section, you will find all the information relevant to complaints.
Emh is constantly striving to improve our services, and we welcome your complaints, comments, and compliments. Our aim is to deliver excellent standards of service to all our residents. However, we acknowledge that sometimes things go wrong or that the services we offer may not always meet expectations. When our services do not live up to expectations or if you have suggestions or comments on how we can improve our services, we want to know about it so we can put things right and learn from when things have gone wrong and when things go right.
How to make a complaint
We want to make it as easy as possible to make a complaint about our services and they can be made in any of the following ways.
By telephone on 0300 123 6000
By Email at firstname.lastname@example.org
By Post to Complaints Resolution Team, emh, Memorial House, Stenson Road, Coalville, Leicestershire, LE67 4JP.
Via our website, click here
By Self-service portal, click here
Through another person, perhaps an advocate, social worker, solicitor, etc.
If you are not satisfied with how emh is handling your complaint, you can refer the complaint to the Housing Ombudsman.
What happens when I make a complaint?
We will write to you and let you know when we consider the complaint closed, giving you the opportunity to provide further feedback or to escalate the complaint accordingly. We will provide timescales for this in the letter.
If you are not satisfied after stage two of our complaint’s procedure, you are able to refer your complaint to the Housing Ombudsman.
To see what the Ombudsman does and how they can help, please click here.
Financial services provided by emh homes: Complaints policies
This policy covers complaints received by emh group in relation to services that are not considered as requiring regulation by the Financial Conduct Authority under Consumer Credit Activities.
Complaints relating to FCA regulated services are dealt with under a separate policy as required by the FCA. The services this covers are:
- Lifeline (not including personal alarms linked to tenancies)
- Financial advice, including debt advice and debt adjusting
- Tenants contents insurance
- Open Market Homebuy properties
- Equity loans
- Debt collection in relation to the above services