When things go wrong

Despite best efforts, we know that occasionally things can go wrong and we encourage residents to let us know when they do, so that we can take steps to put them right. All complaints we receive will be acknowledged by the Customer Experience Team within two working days. Where possible, this will be by phone, followed up with an acknowledgement letter or your preferred method of contact.

Our staff will then seek to resolve the complaint at the earliest opportunity and will maintain an open dialogue with all parties involved in the matter. It is always useful to receive feedback, so please let us know how you feel your complaint was dealt with.

Not only do complaints help us to put things right for an individual but they also offer us the opportunity to learn where we have gone wrong and to make service improvements as a result. We are keen to share these lessons with residents and provide regular reports of these on our website news section. If you have any questions about our complaints process, please send us a message through your My Rosebery account.

Rosebery Housing is a trading name of Town and Country Housing, which is a subsidiary within the Peabody Group and is a charitable Registered Society under the Co-operative and Community Benefit Societies Act 2014, registered with the Financial Conduct Authority No. 30167R. Registered office: Town and Country Housing, Monson House, Monson Way, Tunbridge Wells, Kent, TN1 1LQ. Rosebery Housing provides housing and repair services to customers in Surrey and West Sussex, supporting sustainable communities by forging strong partnerships, working closely with local customers and creating local jobs.

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