When things go wrong

We want our services to be good but recognise that sometimes things go wrong. When we deal with complaints we want to be fair, put things right if we have done wrong and to learn from mistakes. We take feedback seriously and use it to shape our services.

If you would like to tell us that you aren’t happy with the service that you have received, you need to let us know within six months of the service failure, otherwise we won’t accept the complaint. Our full complaints process can be found here.

When you make a complaint, please let us know:

  • What you are unhappy about?
  • When the problem started?
  • The names of anyone you have spoken to at Thrive about the issue, and when you spoke to them.
  • How you would like us to resolve the problem?

You can make a complaint via the myThrive app for tenants, by email to enquiries@thrivehomes.org.uk, call 0800 917 6000 or write to us here. Alternatively, fill out the form below.

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