Freebridge Building
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Compliments, comments and complaints

We hope that the services you receive from us are of the quality you would expect. However, we realise there will be times when you may want to complain, tell us how we can improve our services, or perhaps compliment us on something we have done well. For more details of the compliments, comments and complaints process please download a copy of our leaflet or contact our office and ask for a copy to be sent to you.


Your complaints, comments and compliments are important to us as they help us improve our services. You can contact us in the following ways:

  • In person at any of our offices
  • By phone 03332 404 444
  • By e-mail enquiries@freebridge.org.uk
  • By writing to us at Juniper House, Austin Street, King's Lynn, Norfolk, PE30 1DZ
  • Via the Tenant Web Portal - once you have registered you will be able to send a comment/complaint directly to us from here as well as report a repair and view your rent statement


Sometimes things go wrong with our service. If this happens, we have a simple two-stage procedure to deal with your complaint.

We treat the following as complaints:

  • Failure to achieve service standards;
  • Failure to meet legal or contractual obligations;
  • Dissatisfaction with a decision or action (if this falls outside our agreed policy to provide a service); and
  • Dissatisfaction with the attitudes of our staff or contractors

If you are reporting something for the first time, like a new repair or a problem with a neighbour, we will not log it as a complaint but as a request for a service.

When you contact us with a complaint, we will try and fix it straight away. If we cannot fix it immediately and you want to make a formal complaint, please tell us so that we can log your complaint.

The more information you provide the easier it is for us to help. Please tell us what your complaint is about, who you have contacted and what you would like us to do to put it right.

Independent Housing Ombudsman Service

If having followed our complaints procedure and you are still unhappy with the outcome you may take your complaint to another organisation. This is a free service.
If you are a tenant, leaseholder or someone applying for housing you should contact the Housing Ombudsman Service.

The Ombudsman will only investigate your complaint after it has been through all the stages of our complaints procedure.

You can contact the Ombudsman at:

The Housing Ombudsman Service
PO Box 152
L33 7WQ
Telephone: 0300 111 3000


Quarterly Complaints & Compliments Reports

Quarterly Complaints & Compliments Overview – 2018-19 Quarter 1.

Quarterly Complaints & Compliments Overview – 2018-19 Quarter 2.

Quarterly Complaints & Compliments Overview – 2018-19 Quarter 3.

Quarterly Complaints & Compliments Overview – 2017-18 Quarter 4.


We also operate a two stage appeals process for when you disagree with a decision we have made. There are only certain types of decision that you can appeal, these are ones that affect your tenancy and that you have no other legal method of challenging. The full range of circumstances are listed in our Appeals Policy which can be found in our Policy & Procedural Handbook.

We will  always make you aware when you have the right to appeal a decision, but you can also contact us regarding this.
You can contact us to make an appeal within 10 working days of us making a decision:

  • in person at any of our offices

  • by writing to us at Juniper House, Austin Street, King's Lynn, Norfolk, PE30 1DZ

  • via e-mail enquiries@freebridge.org.uk

  • via website

  • by phone 03332 404 444

Complaints, where you are dissatisfied with a service, will be dealt with under our complaints process. If you are both unhappy about a service you have received as well as a decision that we have made (and it falls into one of the appeal categories), then we will make a decision as to which process is more suitable and contact you to explain why.