Contact us - complaints
If you are dissatisfied with any service provided by us or one of our contractors, let us know so we can try and resolve it. This form is only for complaints. Use our Get in touch form for other queries to make sure it reaches the right department.
Ashington (Head office)
Bernicia HQ, Oakwood Way,
Ashwood Business Park, Ashington,
Northumberland, NE63 0XF
Durham Office
Three Rivers House,
Abbeywoods Business Park,
Pity Me, Durham, DH1 5TG
Berwick Office
Unit 1, Windmill Way North,
Ramparts Business Park,
Berwick-upon-Tweed, TD15 1TA
Opening hours
Monday- Thursday 8.30am-5.00pm (9am on Tuesday) Friday 8.30am-4.30pmVisit Head Office by car
Travel along the A189 heading towards Ashington. Exit at the junction with the B1334 and follow the signs for Ashwood Business Park. Take the first exit at the next roundabout onto Oakwood Way. Our Head Office is the first building on your left. Visitor parking is available at the entrance to the office. If there are no available spaces, please use the staff car park at the rear of the building.
You can use AI tools to help you write your complaint if you want to. However, it is important that you tell us what happened in your own words, including how it has affected you.
Talking to us by phone can sometimes help us understand your concerns more clearly. We know this is not always the easiest or most suitable way to contact us, so you can also write to us or submit your complaint online.
Your complaint does not need to use formal or legal language. AI tools can sometimes add incorrect information or legal wording that is not relevant. This may make it harder for us to understand what has happened.
If you use AI, we recommend using it only to:
- Organise your thoughts
- Make your writing clearer
- Check spelling and grammar
Please check everything carefully before sending it. You are responsible for making sure the information you give us is accurate.
Protect your personal information
Do not enter information into an AI tool if you would not want it to be stored or shared. This could include names, addresses, contact details, account numbers or information about your health.
Help from the Housing Ombudsman
If you would like help writing your complaint, the Housing Ombudsman offers simple, step-by-step guidance on how to complain to your landlord.
It also provides a Word template that you can use to explain what happened in your own words.
Find out more by visiting Housing Ombudsman: How to complain to your landlord
There are times when our attempts to resolve issues at this point are not possible and it is necessary to investigate these using our formal complaint process detailed.
Resolution
When we receive your complaint, we will call you within 5 working days to acknowledge. We will then investigate your complaint and provide a response with 10 working days.
Review
If you are not satisfied with the way we have resolved or dealt with your complaint you can ask for a review, giving the reason why you remain dissatisfied and the outcome you are looking for. Your review will be carried out by a Head of Service or Director, and they will provide their response within 20 working days.
Housing Ombudsman Service
If you are not satisfied with the outcome of your complaint at the end of our complaints process you can contact the Housing Ombudsman.
The Housing Ombudsman will usually only look at your complaint once it has been through all steps of our own complaint process.
For more information please visit the Ombudsman’s website: www.housing-ombudsman.org.uk
We welcome the publication of the Housing Ombudsman’s Complaint Handling Code which provides us with structure and guidance to ensure that making a complaint is easy and accessible and that we listen and respond to what you tell us.
