At Eastlight, we aim to give you consistently great customer service. However, we recognise that – from time to time – we can sometimes fail to meet your expectations, so please tell us if you’re not happy with the service you receive.
To make a complaint, please use the form below - we want to put things right as fast as we can. We accept complaints made over the phone, in-person, by email or letter and online – including via social media.
For more information, please read our Complaints & Resolutions Policy.
We will acknowledge your complaint within five working days of receipt.
Your complaint will be assigned to one of our Customer Experience Specialists, who will investigate it in an impartial manner, ensuring you receive the necessary support to understand and participate in the complaint procedure.
We will respond to your complaint within ten working days of it being registered.
If we need more time, we’ll explain the reasons why; this won’t be longer than a further ten working days without good reason.
If you don’t feel your issue has been resolved, please let our Customer Experience Team know. They will work with you to agree next steps.
This could include escalating your complaint to Stage 2 of our process, where a member of our staff who hasn’t previously been involved in the complaint will investigate your concerns.
If you remain unhappy with the outcome of the review, in line with the Housing Ombudsman code, you will be given details of how to refer your complaint to the Housing Ombudsman.
The Housing Ombudsman is set up by law to look at complaints about registered housing providers. The service is free, independent and impartial.
We appreciate your positive feedback or suggestions for improvement.
It helps us to understand what’s important to you, what we should do more of, and could do better.
Please use the form here.
We accept requests for compensation from any Eastlight customer whose complaint has been accepted.
We may also choose to provide compensation when it hasn’t been requested or identified through our complaints process, where we recognise there has been a failure of service and want to put this right.
Compensation may take various forms and is not limited to financial payments. We may offer gestures such as vouchers, flowers, cards, a rent account adjustment, or consider carrying out additional repairs which we would not usually be responsible for.
To make a complaint, please use the form below. For more information, please read our Compensation Policy.
How your feedback improves your services
Last year, we saw a 40% reduction in the number of complaints we received. As well as working with you to find the best solution, we review your complaints to identify improvements to the services you receive. See examples below of how we've responded to your feedback.
We’re rewriting our standard letters to make them clearer, more empathetic, and easier to understand. A new ‘buddy system’ ensures you continue to receive support when your usual contact is away. We’ve also introduced Customer Liaison Officers to guide you through complex works and keep you informed throughout.
We’ve recently completed a plan to reduce waiting times for your repairs. Our Healthy Homes service, which supports residents affected by damp and mould in their home, has been enhanced ahead of the introduction of Awaab’s Law in October 2025.
We’ve created a new senior manager role to lead our complaints service and ensure quicker resolutions and better outcomes when you make a complaint. Staff are now empowered to resolve issues earlier, and we’re embedding learning from every complaint. If your complaint is escalated to the Housing Ombudsman, you’ll now receive a personal letter from our Chief Executive as part of our commitment to restoring trust.
We acted quickly to end a poorly performing grounds maintenance contract and reimbursed residents for missed services. A new contract, shaped by resident feedback, includes more frequent grass cuts and improved weed control.
Every Eastlight member of staff now has a customer-focused complaints objective. We’ve launched the Think Customer programme to build a culture of great service and communication. From 2025/26, staff bonuses will be linked to positive customer outcomes, measured through Tenant Satisfaction Measures (TSMs).
