Compliments, Complaints & Appeals
We value your feedback and are committed to providing respectful, responsive service. Whether you’d like to share a compliment, make a complaint, or appeal a decision about your tenancy, we want to hear from you.
Please select the option from the dropdown menu below that best suits your enquiry and complete the necessary fields in the form.
Our Customer Charter
This charter explain the service you can expect from Evolve Housing and what to do if you’re not satisfied. It also outlines your responsibilities as a resident.
What to expect from us
Evolve Housing is committed to:
- Treating you with respect and fairness.
- Allowing access to your file upon request.
- Acting with honesty and integrity.
- Keeping your information secure and confidential.
- Informing you about your rights and responsibilities.
- Consulting you on policy changes that may affect your tenancy.
- Providing information on how to make complaints or appeals.
Our customer service principles
Evolve Housing strives to:
- Answer your call at first contact or transfer you to someone who can assist.
- Return calls within 48 hours if the person you need is unavailable.
- Be on time for appointments.
- See you within 30 minutes without an appointment for face-to-face meetings.
- Acknowledge written communication within two working days and provide a solution within 20 days.
- Ask your preferred way of communication.
- Respond clearly and promptly to inquiries.
- Ensure you know how to contact your Housing Manager.
- Provide interpreters at no cost.
- Make our website easy to use.
Help us to help you
To help us serve you better, please:
- Treat our staff with courtesy.
- Keep appointments or inform us if you need to reschedule.
- Provide accurate contact information.
- Inform us of any changes in your circumstances.
- Give honest feedback.