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Complaints Feedback

Rosehill is committed to valuing complaints.  We seek to resolve customer dissatisfaction and to conduct thorough, impartial and fair investigations of customer complaints.  

Below is a Tenant Satisfaction Survey to seek your feedback in relation to your experiences with our handling of complaints in line with our Complaints Handling Procedure.  Completion of the survey is voluntary however we would appreciate if you could take the time to complete the survey.

Feedback is used in the following ways:

  • Governance - to ensure we are handling complaints appropriately and in line with the Procedure
  • Improvement - to establish if there are areas in which we didn't do so well and to look at ways to improve the process of complaints for you

If you would prefer a paper copy of the survey, please contact the office.

Where did you find information about how to make a complaint? (required)

Please rate the following aspects of how your complaint was handled?

It was an easy process to get hold of someone to deal with my complaint (required)
The individual I spoke to was polite and paid attention (required)
They sounded interested and keen to assist (required)
They understood my complaint (required)
The complaint handling procedure was clearly explained to me (required)
I was advised what action would be taken next (required)
I was kept informed of progress (required)
They kept their promises, e.g. contacted me when they said they would (required)
They dealt with my enquiry/complaint in a reasonable amount of time (required)
(Only answer this question, if you selected disagree/strongly disagree to the previous question) They apologised for the delay, and explained why there was a delay, providing a likely timescale for concluding my complaint
Were you given a contact name or reference number for your complaint? (required)
In regard to the overall process (not the outcome) how satisfied were you? (required)
Do you feel that your complaint was thoroughly investigated? (required)
Did the response cover all aspects of your complaint? (required)
Did you receive a full and clear explanation of the outcome? (required)
Did you receive any explanation about how your complaint would be used to improve services? (required)

Thinking of your recent complaint