Complaints
At Dolphin Living, we aim to provide high-quality services and value all feedback.
Making a complaint
We celebrate the positive impact we make every day and are always looking for ways to do even better. We recognise that we don’t always get it right, but we are committed to learning from those moments. Your feedback matters. If you are dissatisfied with any part of our service, you can make a complaint, knowing it will be taken seriously and help us to improve. You’re welcome to have anyone support or assist you throughout the process.
Complaints are handled in two stages:
Please note: Complaints must be made within 12 months of the incident.
Stage One
- Your complaint will be acknowledged and logged. Touchstone will handle this stage and discuss your complaint with you at this stage if appropriate.
- Most complaints are resolved within 10 working days.
- If more time is needed, the investigation may be extended by up to 10 additional days.
Contact details:
To make a complaint, please use the contact information below.
Email: Ryan.O’Connor@touchstoneresi.co.uk
Email: feedback@touchstonecps.com
Phone: 01225 838 363
Stage Two:
If you are unhappy with the Stage One outcome, you can request a review.
- Your complaint will be reviewed by Jacqueline Ferguson (Resident Liaison and Regulation Manager) alongside two Dolphin Living Directors, who will contact you to discuss your dissatisfaction and your required outcome.
- They aim to respond within 20 working days, with a possible 10-day extension if needed.
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Escalating to the Ombudsman
If you remain dissatisfied after your Stage Two complaint has been reviewed, you can escalate to the appropriate ombudsman. The Ombudsman you can contact, Property, Housing or Heating, depends on your tenure/property. If you are unsure which ombudsman to contact, please ask your Customer Advisor.
From 13th January 2026, the Housing Ombudsman Service (HOS) will only accept new complaints via their online complaint form or by phone. Email submissions will no longer be accepted.
For more information, visit: Telling Residents About Our Service.
How to Submit Your Complaint
- Housing Ombudsman – Submit a complaint or call 0300 111 3000. Advisors are available to assist residents who are unable to complete the online form.
- Property Ombudsman – Submit a complaint or call 01722 333 306
- Heating / Energy Ombudsman – Submit a complaint or call 0330 440 1624
Advocacy support is available from organisations such as Citizens Advice.
Give feedback
We strive to provide an excellent service for all our residents and welcome your feedback and suggestions for improvement. If you would like to feedback on any areas of your experience with Dolphin Living please email info@dolphinliving.com.
Other ways we can help
Policies and Guides
Our Policies and Guides page provides residents with easy access to important policies, and helpful resources. Explore the information here to stay informed.
Health and safety
We are committed to maintaining safe, secure homes through regular inspections, compliance checks, and fire and gas safety measures.
Customer surveys
Your feedback helps shape the services we provide, from repairs to complaints. By listening to their views, we can continually improve and make life at Dolphin Living better for everyone.
Tenancy and rent
Find essential information about your tenancy, rent payments, and the support available if you fall behind
Sustainability
Learn practical tips and guidance to help make your home more energy-efficient, eco-friendly, and sustainable.
We're here for you
If you have any questions or need assistance, don't hesitate to reach out. Your comfort and satisfaction are our top priorities.
