Complaints, Compliments, Suggestions

It is our aim to provide excellent customer service. We always welcome feedback on our service whether it is a complaint, suggestion or compliment. It helps us to learn what we are doing well, what we may need to improve on and where we have got something wrong, so we can put it right.

If you are not satisfied with any of our services, you should tell us about your complaint. You can do so:

Online

By filling in the online complaints form at the bottom of the page;

In writing

You can print out and fill in our complaint leaflet at the bottom of the page, or send a letter to:

The Customer Service Centre, Premier House, 52 London Road, Twickenham, TW1 3RP

By phone

Call the Customer Service Centre on 0800 358 7767;

Email

Click here to email us at info@tvha.co.uk.

If you are applying for housing with us or you have attended TVH for a training course or a job interview, you can also complain by the same methods.

Please make sure that you tell us about your complaint as soon as possible after the incident and definitely within 4 weeks.

What will happen?

Once we have received your complaint we will deal with it and respond to you within 10 working days. If you don't agree with our decision, you can appeal to the Board of Management. If you are not satisfied with our final decision, the Independent Housing Ombudsman scheme can review your complaint.

Download our Compensation and our Complaints Policy

For full details of our Complaints Policy and Compensation Policy, go to the foot of the page where you can read it and print it out. If you are seeking compensation from us, please keep all your receipts.

Compliments and Suggestions

If you wish to pay us a compliment or make a suggestion, please phone, email or use the complaints form and tick the appropriate box.