Feedback and Complaints

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Have your say and share your feedback, whether it's a comment, compliment, or complaint...

We encourage feedback so we can learn what we are doing well and where we need to make improvements. Your feedback will be treated in confidence and will only be discussed with people who need to know.

To ensure we continue to provide excellent support it is important that we learn from the experiences of our clients. We are also keen to hear from anyone else who comes into contact with us, for example a relative or friend of a client and health and social care professionals we work with.

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Comments and compliments

Please send your comments and compliments using the Feedback form at the bottom of this page or email us at

You can also call us on 01273 405800

Or write to use at Southdown Housing Association, 2 Bell Lane, Lewes, East Sussex, BN7 1JU


If you have concerns

If you have concerns about a service provided, please speak with support staff or the local manager, who will help you resolve your issues.


Making a formal complaint

If you wish to make a formal complaint, it is best to do so as soon as possible after a problem has been identified.

Activities we carry out whilst looking into a complaint will be written down so there is a clear record of the issues raised and actions taken.

You will be treated fairly and your complaint will not impact the quality of service you receive in the future.

Southdown has a formal policy to ensure all comments, compliments and complaints are treated fairly and dealt with in the same way.


Client / Tenant Consent

If you are making a complaint on behalf of a Southdown client or tenant, we will write to them and ask for their consent for Southdown to share their information.

If they do not consent to Southdown sharing their personal information, we will not be able to process the complaint.

Further details of Southdown's complaints procedure are detailed in our 'Comments, Compliments and Complaints' leaflet which can be downloaded below. An easy-read version is also available.


Complaints Policy

At Southdown, we actively encourage feedback and have policies and procedures in place to ensure comments and complaints are responded to in a timely and appropriate way. For more information, you can download our Complaints Policy below, and if you would like to receive copies of any of the related documents (listed at the end of the Policy) please email us at


Feedback Form