Compliments and complaints

We work hard to provide our customers with the best possible services.

To help us improve our services we’re always keen to hear from customers about the things we do well and the things we can do better.

Our complaints process makes it easy for you to give us your thoughts about our services. You can send us your compliment or complaint by any method including:

You can nominate someone else to complain on your behalf, but we must have authorisation from you to do this. You can also receive information about our complaints process in different languages and formats. Please get in touch for more details.

Once you send us your complaint we’ll aim to respond to you within five working days. If we're unable to meet this deadline, we’ll let you know.

If you’re not satisfied with our response, we’ll let you know about the next stage of the process.

When we receive a compliment we'll pass on the information to the relevant member of staff. 

Fly tipping

To report fly tipping or rubbish dumped by a Thirteen customer or on Thirteen's land, please contact your neighbourhood co-ordinator or report it to your local council.

Anti-social behaviour

To report incidents of anti-social behaviour, please get in touch with the ASB team.

More information

You can find more details about our complaints policy and procedure, and what to do if you’re not satisfied with our response in our complaints policy and complaints procedure documents on our policies webpage.

You can also see the Housing Ombudsman's website and their complaints handling code. You can see how we are compliant with the complaints handling code.pdf

You can get more details about the complaints process by:

Send a complaint or compliment

Is this a compliment or complaint?

How would you prefer us to contact you?

Data Protection

Thirteen promises to keep your data safe and secure and in line with the General Data Protection Regulation 2018. We will only use your information to provide the service you have requested and we will not sell your data. You can manage and review your privacy choices at any time by contacting You can view Thirteen’s full Privacy Notice.

Do you agree for Thirteen to process your information?