Feedback
Your feedback is important to us
We’re always keen to hear your views and welcome any feedback you’d like to give us.
If something’s worked really well for you, or you’d like to give a ‘mention in dispatches’ to a member of our team, please let us know, it helps us keep doing things right. You can simply tell your Estate or Site Manager, or contact us:
Write to ELM Group, 4 Archipelago, Lyon Way, Frimley, Surrey, GU16 7ER
Email us at customerservices@elmgroup.org.uk
Telephone on 01252 356000
How we manage complaints
We hope it never happens, but if you’re unhappy about something, please talk to a member of staff; very often, it’s a simple misunderstanding that can easily be put right. If you’re unhappy with any aspect of our service we’d prefer that you tell us so that we have the opportunity to put things right, learn from our mistakes and take steps to stop it happening again.
Of course, we understand that at times making the complaint ‘official’ will be the most appropriate action; we have a formal process for dealing with complaints, designed to sort things out quickly and efficiently, with the least possible disruption and distress to everyone concerned.
If you decide to register an official complaint, we recommend putting something in writing to us, but you can make a complaint in any way you like, either by letter, email or telephone call.
Write to ELM Group, 4 Archipelago, Lyon Way, Frimley, Surrey, GU16 7ER
Email us at customerservices@elmgroup.org.uk
Telephone on 01252 356000
We’ll apply a ‘one touch complaint review’ to draw matters to a swift conclusion – so behind the scenes we’ll investigate fully, involving all relevant members of the team from the outset and communicate our decision within a specified timescale.
Find out more about the number of complaints ELM/RLHA has received, what they were about and how we’ve handled them in line with the Housing Ombudsman’s complaints handling code.
Our Board's response to complaints
The Board recognises the critical importance of resident feedback as a fundamental driver of continuous improvement across the organisation’s services. During the reporting period, there has been clear and measurable progress in strengthening complaint handling, underpinned by a firm commitment to fairness, transparency and respect for residents.
The Board welcomes the organisation’s proactive approach to learning from complaints, with themes and trends being rigorously analysed and translated into targeted and meaningful service improvements. Enhanced responsiveness, strengthened governance oversight and the continued embedding of a culture of accountability represent significant and positive developments.
However, the Board is clear that complaints performance remains a key measure of overall service quality. Continued and sustained improvement is required, particularly in the clarity and consistency of communication and the delivery of effective and lasting resolution outcomes for residents.
The Board is also concerned to note that a number of complaints have been unresolved by the Housing Ombudsman for over two years. Such delays are unacceptable, contribute to resident dissatisfaction and risk undermining confidence in the complaints process. Resolving these historic cases as a matter of urgency must remain a priority for the Housing Ombudsman.
The Board will maintain close and active oversight of complaints performance, seeking robust assurance that lessons learned are consistently implemented and that the voices of residents are firmly embedded at the heart of service development.
The Board extends its thanks to colleagues across the organisation for their ongoing efforts and to residents for their valuable and constructive feedback, which is essential to the delivery of safe, responsive and high-quality services.
