Complaints and compliments
We want you to have a positive experience with EPIC. If something hasn’t met your expectations, please let us know so we can put things right.
If something has gone particularly well, we would also love to hear about it.
If you would like to make a complaint about a service you have received, you can do this in a way that suits you:
- Using this feedback form
- In writing to: EPIC, 131–141 Ubberley Road, Bentilee, Stoke-on-Trent, ST2 0EF
- By telephone: 01782 252575
- By email: mailbox@epichousing.co.uk
- In person to any member of EPIC staff
You can also ask a friend, relative, trusted person or advocate to contact us on your behalf. We will need your consent before we can discuss your case or respond to them.
Within your complaint, please include as much detail as possible, along with what you would like us to do to put things right.
We will acknowledge your complaint within five working days. If your complaint requires a full response, we will provide this within 10 working days of the acknowledgement.
Sending a compliment
If you have received great service from a member of staff or someone has gone the extra mile to help, we would really like to hear from you. You can share a compliment using the same contact methods above, or by completing the online form.
Complaints information and documents
Click the links below to download our Complaints Policy and most recent Complaints Performance documents.