Comments, Compliments & Complaints

This section of the site explains how you can make a comment, compliment or complaint about the service or services you have received, and tells you what to do if you are not happy with the way we will deal with it.

You can also make a comment, compliment or complaint online.

If you don't tell us, we won't know!

You have the right to complain

A complaint is 'an expression of dissatisfaction about an action or lack of action or about the standard of service'. So, if you think that we haven't followed our policies and procedures or that our service is not good enough in some way, you have the right to complain.

Types of complaint or comment

A complaint/comment could be about:

  • A failure to provide a service in line with our policies.
  • An unacceptable level or quality of service.
  • Delays in providing a service or completing work.
  • A failure to provide information or giving incorrect information.
  • Unacceptable behaviour or attitude of a member of staff or contractors employed by the Trust.
  • Any bias, malice or unfair discrimination.

There are three possible stages:

Stage 1

All Stage 1 complaints will be acknowledged within three working days. The complaint will be investigated and a written response, detailing the findings and outcome of the investigation, will be sent within 10 working days.

Stage 2

If you remain dissatisfied with the response, the complaint can be taken to the next stage. You need to state why you are dissatisfied in writing within 20 working days. A senior manager will then review the case and send a detailed written response explaining the outcome within 10 working days.

Stage 3

If the complaint has still not been resolved to your satisfaction, you have the right to have the complaint reviewed by an Appeal Panel. The Panel will convene within 20 working days of the complaint being raised to Stage 3. You will be invited to a hearing and you can bring a friend or relation if you wish. The panel is made up of tenant members, staff and a Director. Once again, a written response detailing the findings and outcome of the Panel will then be sent within 10 working days.

Housing Ombudsman

If, at this stage you still remain dissatisfied, you can contact the Housing Ombudsman Service who will consider complaints after all stages of our complaints procedure have been completed.

The Housing Ombudsman can be contacted on:
Housing Ombudsman Service
81 Aldwych,
London
WC2B 4HN
Tel: 020 7421 3800
Fax: 020 7831 1942
Lo-Call: 0845 7125 973 Minicom: 020 7404 7092
info@housing-ombudsman.org.uk
www.housing-ombudsman.org.uk

What happens next?

Once we have reached an acceptable agreement over your complaint, we will carry out any appropriate actions as soon as possible. To get your feedback on the way we dealt with your complaint, we will be sending you a Complaints Satisfaction questionnaire within four weeks of you making the complaint.
All the information gathered from the complaint will be used to help identify problem areas and trends. This will enable us to make changes where necessary and provide an improved service in future.