Customer satisfaction

We're fully committed to ensuring that all our customers receive the best possible service.

Our commitment to customers

We are committed to delivering the best possible service for all customers. Feedback whether positive or a complaint is valued, as it helps us understand customer needs and continually improve the services we provide.


Our complaints process is designed to give confidence that any concern will be fully investigated, handled fairly, and resolved as quickly as possible.


Our standard

We aim to acknowledge all complaints within two working days and agree a resolution within ten working days.

If more time is needed, we keep the complaint open and provide regular updates until it is resolved.

If a customer is not satisfied with the outcome, the complaint is escalated to a senior colleague for a further review, with a further response provided within five working days.

All complaints are independently audited by TAROE, a charity representing tenants and residents. Customers who remain dissatisfied can contact their local Ombudsman for further support.

We also use monthly insight reports to learn from complaints and improve service delivery.

 

Our feedback process

Customers can make a complaint or share positive feedback through any of the contact methods on this page.

To help us respond quickly, please include:

  • Name and address
  • Landlord, housing association or local authority
  • Phone number and email address
  • A clear description of the issue or positive experience

We are here to help and welcome all feedback.

 

Ways to contact us:


Social media

Customers can share feedback through:

Facebook

Twitter

Linkedin

Call us

Use our Find a branch tool to get the contact details for your local branch.

Letter

Mears Group PLC

Second Floor

5220 Valiant Court

Gloucester Business Park

Gloucester

GL3 4FE

Email

Email your local branch directly, or use the web form if needed.

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Getting involved

Customers can help shape how we work by joining Your Voice, our Customer Involvement Strategy. Your Voice enables customer led scrutiny and supports improvements across our services.

Learn more on our Your Voice page.

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Complaints process:

To view our full complaints process, please click here.