Compliments or Complaints
If you have compliments or complaints about GCH or even a suggestion on how we can improve our service, please let us know using the forms below:
We always try to provide an excellent customer experience, but we understand that sometimes things can go wrong. If you need to raise an issue or make a complaint, you can do so at any time through the following methods:
- email: complaints@gch.co.uk
- in writing: FAO Customer Satisfaction Team, GCH, Railway House, Bruton Way, Gloucester GL1 1DG
- by phone: 01452 424344
- in person: at our Customer Hub in Railway House
- message us on Facebook
- complete the online form below
We follow a two-stage complaints process, aligned with the Housing Ombudsman’s best practice. When we handle your complaint, we will check with you if you require any reasonable adjustments. Please let us know if you require any additional support such as:
- translation
- for us to deal with someone else on your behalf
- particular ways of reaching you
You can read our full Complaints Policy and Compensation Policy by visiting our policy page.
Take a look at our annual complaints report at the bottom of this page.
Report an issue
Compliment
Suggestion
Complaint
If you are experiencing anti-social behaviour in your area, please use our Report Anti-Social behaviour form
We strive to provide an excellent customer experience, but we understand that sometimes things can go wrong. If you need to raise an issue or make a complaint, you can do so on the form below:
Dawn Barnes, Customer Experience Commitee Chair – “The Board has reviewed Gloucester City Homes’ Annual Complaints Performance and Service Improvement Report and the accompanying self-assessment against the Housing Ombudsman’s Complaint Handling Code. The Board is satisfied it has received assurance from its Customer Experience Committee that the report provides an accurate and transparent reflection of complaint handling performance during the reporting period and demonstrates our commitment to learning from customer feedback.
Throughout the year, the Board has received regular assurance on complaints performance, complaint themes, Housing Ombudsman outcomes and service improvements through the scrutiny undertaken by the Customer Experience Committee. This has provided the Board with effective oversight, assurance and challenge, helping to ensure that lessons learned from complaints are identified, acted upon and embedded across the organisation to improve services for customers. Where appropriate, the Committee has drawn the Board’s attention to significant complaint-related matters, emerging risks and areas of concern to support informed decision-making and continued improvement in service delivery.
The Board is satisfied that Gloucester City Homes has appropriate processes in place to support fair, accessible and effective complaint handling and to comply with the requirements of the Housing Ombudsman’s Complaint Handling Code. Through regular reporting and scrutiny throughout the year, the Board has gained assurance that complaint handling remains an important source of customer insight and organisational learning, supporting accountability, transparency and continuous improvement across the organisation.
The Board notes the positive performance reflected within this report, including strong compliance with complaint response timescales, a continued focus on learning from complaints, and a low number of determinations from the Housing Ombudsman. At the same time, the Board recognises the increasing volume and complexity of complaints being received and the importance of ensuring that sufficient focus, resources and governance oversight remain in place to respond to these challenges effectively. The Board will continue to monitor complaint performance closely, ensuring that customer feedback informs service improvements and supports the delivery of better outcomes for customers.”