Complaints Process & Customer Satisfaction

Mears Group are fully committed to ensuring that all our customers receive the best possible service.

Mears Group are fully committed to ensuring that all our customers receive the best possible service.

With this in mind, we welcome all feedback. Whether it be a complaint or a positive comment, we want to hear from you; your feedback helps us to understand you better and to continually improve our service to you

Our Commitment to You

When dealing with complaints, we follow a simple and effective process that has been designed to make you feel confident that your concerns will be; fully investigated, acted upon fairly, resolved in a timely manner and resolved to your satisfaction.

Our Standard

We aim to acknowledge your complaint within two working days of receipt and deliver a mutually agreed outcome within 10 working days of receipt.

If complaints cannot be resolved within 10 days, the complaint will be kept open and you will be proactively informed of progress made until resolution is agreed.

Mears Group will always aim to resolve your complaint however; if you are not satisfied with our response, we will escalate this to a senior colleague for re-investigation and we will provide you with a further update/proposed resolution within five working days.

All Mears complaints are independently audited by TAROE (Tenants and Residents of England). TAROE are a registered charity working on behalf of and for tenants and residents.

If you are still dissatisfied with our response you can contact your local Ombudsman, details can be found on the internet, using the following link

As previously stated, we use monthly insight reports to learn from our complaints and drive improvements to the service we deliver to our customers.

Our Feedback Process

To make a complaint or provide positive feedback, please use one of the contact methods on our Customer Satisfaction page.

To help us to process your contact as quickly as possible, please provide us with:

  • Your name and address
  • Your Landlord, Housing Association or Local Authority
  • A telephone number and e-mail address
  • A clear description of your complaint/positive story

We're here to help and answer any questions you might have. We look forward to hearing from you.

You can contact us in a variety of ways:

Social Media

Contact us using our social media channels to provide feedback on our service:





To send your feedback via email, send your email to

Call Us

To provide feedback directly to your local branch, use our Find a Branch tool to get the contact details for your local branch.


You can write to us at the following address:

Mears Group PLC

Montpellier Court,

Gloucester Business Park,




Getting involved

Help us to shape our business and the way in which we carry out our work by becoming involved with ‘Your Voice’, our Customer Involvement Strategy. Your Voice aims to drive action from insight and advance service standards for Mears customers, whoever they are, wherever they live and whatever their circumstances.  This is done through customer-led scrutiny, challenge and support of Mears’ improvement plans and performance.

For more information, visit our Your Voice page.

Complaints Process:

To view our complaints process please click here.