Make a complaint or send a compliment
We do our best to make sure you always receive the best possible service.
Most of the time, we’ll get it right the first time and we love hearing about when you’ve had great service from our colleagues.
Every now and then, the standard of our work might fall below your expectations. If this happens, you have the right to complain and let us know. We’ll always do our best to put it right.
Complaints
Your feedback helps us to improve the quality of our services. We want to treat all residents fairly, and build trusting relationships with you.
We'll address any complaints quickly and effectively. You can make a complaint by:
- Drop us an email: complaints@hedyn.wales
- Send us a message via Live Chat
- Visit us in person (a Hedyn colleague will record your complaint details and pass them to our Complaints Team.)
- Complete our web form
We'll acknowledge your complaint in two working days. We'll send you a full response within ten working days.
If you're not happy with our response, you can appeal. You'll receive a response to your appeal within 15 working days.
We want to resolve complaints as soon as possible. But, if we can't, you can take things further by contacting the Public Services Ombudsman for Wales.
For more information, download our complaints policy.