Complaints process

Informal resolution

If you are not happy with the way the problem has been dealt with, you can make a formal complaint to us in one of the following ways:

• Lodge a complaint on My Trivallis
• Get in touch with our team on 03000 030 888. Tell us you are making a complaint.
• Email us at Customerservices@trivallis.co.uk
• Write to us at: Complaints and Concerns, Trivallis, Ty Pennant, Mill Street, Pontypridd, CF37 2SW.

We will contact you within 2 working days to get more information about your complaint. We aim to fix the problem within 10 working days.

Formal investigation

If you are still unhappy with our service or lack of effective action, you can ask that your complaint goes to our Formal Investigation Stage, which will be investigated by a senior staff member. We aim to respond to Formal Internal Investigations within 20 working days.

Unhappy with the outcome?

If we still haven’t fixed the problem, you can contact your local Citizens Advice Bureau for advice. Otherwise, contact the Public Services Ombudsman for Wales. You can contact the Ombudsman by:

Phone: 0300 790 0203

Email: ask@ombudsman.wales

Website: www.ombudsman.wales

Write to: Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed CF35 5LJ

The Ombudsman normally expects you to make a complaint to us first to give us a chance to put things right.

Making a legal claim

There are lots of claim management companies out there, who offer to get compensation for tenants who have problems with disrepair. Often, they contact tenants directly through social media.

We believe that many claim management companies are behaving dishonestly, by:

• Targeting vulnerable tenants: Some firms focus on tenants facing tough times, like financial struggles or other difficulties, who may not be aware of their rights.
• Making false promises: Legal claims firms promise money to tenants for issues like housing repairs or poor living conditions. However, winning is not guaranteed, and tenants may end up paying a lot in legal expenses if they lose the case.

Increasing legal costs: Working with these firms can add more expenses for tenants, worsening their financial troubles. Many tenants can’t afford these costs, making their situation even more difficult.

Useful links

Shelter Cymru

Citizens Advice

Public Services Ombudsman for Wales