Feedback form

Please use this form to make a complaint, pay a compliment, make a suggestion or request an action. Scroll down to the bottom of the page for an explanation of these terms.

Boxes marked with a are compulsory.

You can also write to us, if you prefer, at the following address:

Complaints Co-ordinator
Merlin Housing Society
Building 1
Riverside Court
Bowling Hill
Chipping Sodbury
BS37 6JX

You can also use these links if you want to report a repair, report anti-social behaviour or speak to your housing officer.

What each category of feedback means

It’s important that we deal with your feedback in the appropriate manner. Our Complaints and Feedback Policy categorises feedback in these ways.

Complaint

An expression of dissatisfaction about a standard of service, actions or a lack of action, by the organisation or staff, affecting an individual customer or a group of customers. We have a ‘blame free’ culture that allows us to learn from our mistakes and improve our services and their delivery. When we make a mistake, we should be able to acknowledge it, apologise and rectify the situation as quickly as possible.

Request for action

Not a complaint but a request for us to take action under the relevant service standard and dealt with by a housing officer. If we don’t responded to a request for action, it would become a complaint.

Compliment

A positive comment about a particular service, process or member of staff. Its always nice to be told when things go right, so if you are particularly pleased with something that we have done for you, let us know and we will pass your views on to the appropriate member of staff or the relevant service department. Please note that our staff aren’t allowed to accept gifts from you, but any feedback on their performance will be passed on to them and to their manager.

Suggestion

An idea or proposal regarding an improvement of a service that is put forward for consideration.