Feedback & complaints


We pride ourselves in providing a high standard of service to our customers. If you feel we have got something wrong or provided a standard of service that falls below your expectations, you can:

Your views are important and your feedback will help us to improve our services. If we need to investigate your feedback as a complaint, we aim to respond to you within 10 working days.

For more information see: Complaints and feedback – factsheet 2019

During 2018-19 there were 21 enquiries of this type and we are very pleased to say that we responded to 96% of those within four working days.

What happens with your feedback?

We respond to issues raised with us as quickly as we can and monitor all feedback.

We produce a summary quarterly to help keep you informed about the feedback we have received and what we are doing about it:

Customer feedback October to December 2019
Customer feedback July-September 2019
Customer feedback April – June 2019
Customer feedback January – March 2019

Customer surveys

We use an independent market research company called Acuity to carry out different types of surveys for customer feedback.

We use this information to understand what we are doing well and where we can improve.

Using an independent organisation for these surveys offer us the best value for money and allows you to be completely honest about what you think.

See the Customer Satisfaction Tracker on our Publications page for our latest survey results.

When are surveys are carried out?

Acuity may call or text you after you have received a service from Cottsway that you have asked for. This includes reporting repairs, reporting anti-social behaviour or making a complaint.

We also ask Acuity to call you to find out about other services you receive from us, for example your experience of moving into your new home.

Finally, Acuity contacts a random selection of residents, across all our areas, to ask them some general questions about our services. This allows us to understand how we are doing compared to other housing associations.

Your security

Acuity are a Market Research Society (MRS) accredited company and work in accordance with the MRS code of conduct. This means that any information you give them will also be treated in line with data protection regulations. They will never ask you for your bank details or try to sell you anything.

You are not obligated to take part in the surveys and can opt-out by letting Acuity know when they call you, or by contacting us so we can let Acuity know to remove you from any further contact regarding our feedback surveys.

For more information about how Cottsway uses your personal information, please refer to our privacy policy.

Visit the Acuity website for more information.