Tell us what you think

How your feedback improves the way we do things

We are committed to using your feedback in order to improve the way we deliver services. In order to help us improve the way we o things, we need you to tell us how we are performing.

We care about getting it right but know that things can sometimes go wrong. If this happens, we want to know about it and invite you to make use of our complaints procedure. We will always try and put things right straight away where possible.

We welcome any comments you may want to make about our services including suggestions about where we could improve the way we do things.

We also welcome any compliments which you would like to make. Please let us know if you wish to pass on your thanks to our staff or teams or wish to express satisfaction with our services. You can also pick up a ‘Staff & Resident Awards’ leaflet and nominate a member of staff.

More about making a complaint

 Who can complain?

• Our residents.
• Applicants for our homes.
• Anyone affected by our services.

 When can you make a complaint?

• If you think we have failed to provide a service or appropriate standard of service.
• If you think we have failed to follow our policies and/or procedures.
• If you feel that we have treated you unfairly or in an inappropriate manner.

 How can you complain?

• We will accept complaints received by letter, telephone, email, in person, via our website and from relatives/friends on your behalf with your written authority.

CLICK HERE to view our contact details and see the section below marked 'How does the Complaints Procedure Work?' to find out who to contact.

In dealing with a complaint we will:

• Acknowledge the complaint in writing within the required timescale.
• Explain who is dealing with the complaint and when to expect a reply.
• Explain how to take the complaint further if still dissatisfied.
• Provide translation facilities and help for customers with hearing difficulties or sight problems.
• Treat the complaint confidentially.

We do not treat the following as complaints:

• A disagreement with, or refusal to accept our regulations eg. tenancy agreement obligations.
• Asking for a service, eg. reporting a repair, or an incident of anti-social behaviour.

How does the complaints procedure work?

Our front line teams are committed to resolving problems as quickly as possible. It is important therefore to firstly speak to a member of the team you normally deal with. They will be the best person to deal with your complaint.

Most complaints are resolved at this ‘informal’ stage.

If your complaint has not been resolved to your satisfaction, you can take it to Stage One of the complaints process by writing or sending an email addressed to your local regional office and marking it for the attention of ‘The Complaints Administrator’. Address details can be found on the Contacts Page.

You can also make a complaint by telephone, in person, or via our website.

We will acknowledge your complaint within 48 hours and the relevant manager will aim to reply to you within ten working days.

If you are not happy with the outcome, you should write to the complaints administrator who will acknowledge your complaint within 48 hours and log your complaint under Stage Two of the complaints process. Your complaint will be dealt with by a more senior manager who will aim to reply to you within ten working days.

If you are still not happy with the decision, you should write to the complaints administrator who will acknowledge your complaint within 48 hours.

You will be given a choice to attend an appeals panel, consisting of the relevant director, regional committee chair, and regional resident panel chair, in person, or to let the panel consider your appeal without you having to be present. The panel will discuss your complaint and following the hearing, provide you with a written reply within seven days. This is Stage Three of our internal complaints procedure.

If, after the appeal at Stage three, you feel that your complaint is still unresolved, you have a right to appeal to the Independent Housing Ombudsman by writing to:

The Independent Housing Ombudsman Ltd

81 Aldwych

London WC2B 4HN

Tel: 020 7421 3800

Lo-Call: 0845 7125 973

Minicom: 020 7404 7092

Fax: 020 7831 1942

Email: info@housing-ombudsman.org.uk