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Complaints and Compliments

Help us to get it right

We aim to provide the best possible service to you, our customer. To do this, we need your help.

Please tell us:

  •  if you think we have done something particularly well (a compliment)
  •  if you are dissatisfied with our services or staff (a complaint)
  •  your suggestions for improving our services (a comment)


We log all compliments and pass the details to the relevant line manager or head of service. Your positive feedback is taken into consideration when reviewing services or appraising staff performance. We will send you an acknowledgement of your compliment within five working days.


We log all complaints and refer them to the most appropriate officer for investigation. We will send you an acknowledgement of your complaint within one working day. We aim to provide you with a detailed response to your complaint within ten working days. If we need more time to investigate your complaint, we will contact you to let you know. For more details see our complaints policy.

The Housing Ombudsman Service have introduced a new Complaints Handling Code. To ensure that CBH Comply with this Code, we have carried out a self-assessment of our policies. You can see this self-assessment here. Following this, and after consultation, we have made changes to our policy.


We will pass your comments to the most appropriate member of staff for consideration. We will respond to all comments within ten working days.


At Colchester Borough Homes (CBH) we are committed to providing a high-quality service to our customers at all times. We recognise however, that there are times when services do not meet those high standards and customers are inconvenienced as a result.

Please view our Remedies Policy and if you feel you have a claim for compensation, please complete the Compensation Claim Form.

Get In Touch

You can pass on your compliment, complaint or comment in the following ways:

Online Customer feedback form below
Email Click here
Phone 01206 282514



Complaints and Compliments