How to Make a Complaint

We know that in any service things can go wrong and when they do we need you to tell us about it! That way we can make sure we do things much better in the future. Want to find out more? Then click here.

If you have a complaint about a service you have received or would like to receive:

  • You may send an email to Chris Roche at: This e-mail address is being protected from spambots. You need JavaScript enabled to view it.
  • Phone Customer Services Monday to Friday between 9am and 5pm on: 0300 303 1717
  • Text complaints to 60030, followed by your message. For anything else text taicalon to 60030, followed by your message.
  • Write a letter to:
    Chris Roche - Monitoring & Liaison Officer,
    Tai Calon Community Housing,
    Solis One, Rising Sun Industrial Estate,
    Blaina NP13 3JW

Your complaint will be passed to the appropriate Departmental Head of Service and they will take responsibility for dealing with your complaint as the Investigating Officer.

We will acknowledge receipt of your complaint within 2 working days of receiving it.

You will receive a full response from the Investigating Officer within 10 working days of receipt. If further time is needed to investigate, we will contact you to let you know.

We have a procedure in place so that if you are not satisfied with our response, please let us know and it will be moved onto the next stage of our process for review, i.e.

  • Stage 1: Complaint dealt with by Departmental Head of Service - response in 10 working days
  • Stage 2: Complaint dealt with by Departmental Director - response in 10 working days
  • Stage 3: Complaint dealt with by Board Complaints Panel - response in 20 working days
  • Stage 4: Complaint dealt with by Public Service Ombudsman

To see a copy of the complete procedure, please contact  This e-mail address is being protected from spambots. You need JavaScript enabled to view it. or 0300 303 1717

Once your complaint has been closed we will contact you to find out how you feel we have handled your complaint.

Want to find out more? Then click on the link here.

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