Newydd Housing Association is committed to dealing effectively with any concerns or complaints you may have about our service. We aim to clarify any issues about which you are not sure. If possible, we'll put right any mistakes we may have made. We will provide any service you're entitled to which we have failed to deliver. If we get something wrong, we'll apologise and where possible we'll try to put things right. We also aim to learn from our mistakes and use the information we gain to improve our services.

Informal Resolution

If possible, we believe it's best to deal with things straight away rather than try to sort them out later. If you have a concern, raise it with the person you're dealing with. He or she will try to resolve it for you there and then. If there are any lessons to learn from addressing your concern then the member of staff will draw them to our attention. If the member of staff can't help, they will explain why and you can then ask for a formal investigation.

How to express a concern or complain formally

You can express a concern in any of the ways below:

• You can ask for a copy of our form from the person with whom you are already in contact. Tell them that you want us to deal with your concern formally.
• You can get in touch with our central complaint contact point on 0303 040 1998 if you want to make your complaint over the phone.
• You can use the concern / complain form that can be found here.
• You can email us at complaints@newydd.co.uk
• You can write a letter to us at the following address:

Newydd Housing Association
Ty Cadarn
5 Village Way
Tongynwlais
Cardiff
CF15 7NE

Please find more information on the following link to the Concerns and Complaints Policy.