On this part of the site you can comment by downloading our complaints leaflet, get independent support and download related information. If you have had problems with anti-social behaviour or nuisance, you may want to read our nuisance/ASB page first.


Customers have a right to complain if any problems arise, either in writing, by phone, in person or by e-mail . When emailing please include a full name and address along with any relevent contact details. Complaints can also be made via post and phone.

Complaints received by CGA will be looked at as follows.

Stage 1 is where a complaint is made for the first time. Your complaint will be investigated and responded to within 10 working days. At the end of this stage you will receive a written response to your complaint.
If you are not satisfied with our response you may request that your complaint is moved to Stage 2.

Stage 2 complaints arise when a customer is not satisfied with the CGA's reply to their Stage 1 complaint. These complaints are dealt with by one of CGA's senior managers who will investigate your complaint and respond within 15 working days. At the end of this stage you will receive a written response to your complaint.
If you are not satisfied with our response you may request that your complaint is moved to Stage 3.

Stage 3 complaints arise when a customer is not satisfied with the CGA's reply to their Stage 2 complaint. These complaints are dealt with by the Chief Executive or a Director, plus up to three representatives from the CGA Board (one of which will be a tenant member).
At the end of this stage you will receive a written response to your complaint.

If you are still not satisfied about the way CGA dealt with your complaint you can contact the Housing Ombudsman Service.

For further information you can also download a copy of our complaints, comments and compliments leaflet