Listening and putting things right
Make a complaint
If something has gone wrong, please tell us. Tenants, neighbours and any member of the public can complain about our homes, services or conduct. We will consider your complaint fairly.
5 working days
We will provide an initial response within five working days of receiving your complaint.
20 working days
We will provide a substantive response within twenty working days of receiving your complaint.
Working days are Monday to Friday, excluding bank holidays in England and Wales. If further investigation is needed, we will explain why before the target date, tell you what remains to be done and give a date for our full response. We retain the original target in our record.
Tell us what happened
Use the form below or email complaints@gowercapitalgroup.com. Please include the property address if relevant, what happened and when, the outcome you would like, and how we can reply. You may provide photographs or documents when we contact you. Avoid unnecessary sensitive personal information.
You can ask someone to help or act on your behalf. Tell us if you need a different communication format or a reasonable adjustment. You may report anonymously, although this can limit our investigation and ability to reply.
Urgent danger or an emergency
This complaints form and email are not emergency services and are not monitored continuously. If there is a fire or immediate danger, move to safety and call 999. For an urgent property repair, use the emergency contact details provided for your home. Report the concern promptly; our complaint response targets do not delay necessary safety action.
What happens next
- We record your complaint and give it a reference and a responsible member of staff.
- We review the information, investigate and record the evidence and any action needed.
- Our substantive response explains our findings, decision, action taken and any remaining work.
- If you remain dissatisfied, ask for a management review, explaining what you disagree with. Where practicable, someone not involved in the original decision will review it. We will confirm the review timetable and explain any applicable independent redress route in the final response.
You can contact the relevant council about housing conditions, Rent Smart Wales about registration or licensing, or seek independent advice. You do not have to complete our process before reporting an urgent concern or exercising your legal rights. Complaining will not by itself affect your occupation contract or access to our services.