Making a complaint
Complaints
We're committed to a positive complaint handling culture, making it simple and easy for customers to get any concerns resolved. To make a complaint and let us know how we can do better please select the correct landlord and use one of the methods shown in the table below.
| Webform | Phone number | Address | ||
| Bromford | Make a complaint | 0330 1234 034 | 1 Venture Court, Wolverhampton, WV10 6TB | customer.solutions@bromford.co.uk |
| LiveWest | Complaint form | LiveWest | 0300 123 8080 |
Exeter - 1 Wellington Way Exeter, EX5 2FZ
Tolvaddon - Tolvaddon Business Park Camborne, TR14 0HZ
Weston Super Mare - 3 Filers Way, Weston Gateway Weston-super-Mare, BS24 7JP |
Service.ImprovementTeam@livewest.co.uk |
| Flagship | Make a complaint - Flagship | 0808 168 4555 | 31 King Street, Norwich, NR1 1PD | hello@flagship-housing.co.uk |
| Flagship Homes | Make a complaint - Flagship Homes | 01603 255444 | 31 King Street, Norwich, NR1 1PD | aftercare@flagship-homes.co.uk |
We follow a clear process for managing complaints and use the outcomes to inform service changes. These resources show how complaints are handled and how we meet regulatory requirements. Our regular self-assessments help us check compliance and identify areas for improvement.
All our complaints policies, self-assessments and governing body responses have been approved by our Board and apply to all parts of the Bromford Flagship LiveWest group. This includes Bromford Flagship Limited, Bromford Housing Association Limited, Bromford Home Ownership Limited and Merlin Housing Society Limited (which use the name Bromford), Flagship Housing Limited (which uses the name Flagship), and LiveWest Homes Limited (which uses the name LiveWest). When we say Bromford Flagship LiveWest or BFL in this document, we mean all of these organisations.
Samphire Homes, Victory Homes, Newtide Homes and Flagship Homes are also trading names of Flagship Housing Limited, and these documents also apply equally to customers of those housing divisions.