Mersea Island Trust is committed to providing good levels of customer service. To help us to do this we need to hear from you about your experiences with our organisation.

We have set out details of our complaints policy, how we deal with complaints and how to contact the Housing Ombudsman’s Service if you are not satisfied.

Complaints Policy – (view here)  we are committed to providing a good standard of customer service. Our policy details how you can make a complaint and how we will handle complaints.

We review our complaints and produce an Annual Complaints Performance and Service Improvement Report 2025-2026 (view here)

We are registered with and comply with The Housing Ombudsman regulations which are set up by law to look at complaints about housing organisations that are registered with them, including housing associations and local authorities.

The Housing Ombudsman Service can be contacted for independent support or advice at any time regarding making a complaint. They can be contacted:
Online at www.housing-ombudsman.org.uk,
By telephone on 0300 111 3000,
In writing at Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET

We encourage our customers or anyone affected by our actions to firstly approach us to express their dissatisfaction and give us the opportunity to put things right.

We have assessed our complaints policy against the housing Ombudsman’s complaint handling code.
Self-assessment – (view here)

Mersea Island Trust annual complaints and service improvement report 2025-26 (pdf 84KB)

Response to Mersea Island Trusts Complaints & Service Improvement Report 2025-2026.