Customer feedback

We would like to know what you think. 

We aim to get it right the first time, every time.  Sometimes things go wrong, if we've not served you well, we're sorry. Your problems are our problem, we need you to let us know if we haven't got something right.  

Please contact us via Facebook message, email, telephone, come into the office or use our online form.

Who can complain?

Anyone who requests or receives a service from us, or who is affected by what we do.

You may ask someone to act on your behalf, for example a family member friend, councillor or lawyer, but we will need your written permission before we can discuss any details with them.

What can I complain about?

If you are unhappy with any of the work we do or the services we provide, let us know.  This includes our contractors and anyone else working on our behalf.

How can I make a complaint?

If you can, first talk to an employee who will try to sort out your complaint on the spot.

Otherwise you can write to us, email us, message us on Facebook or Twitter, or use this website to make your complaint.  You can also call us and the employee you speak to will record the details and if necessary arrange a home visit.

As well as providing your contact details, include as much information about what happened, where and when it occurred and who was involved.  Let us also know what you think we should do the resolve the problem.

If we are unable to resolve your problem on the spot, we will follow this procedure:

Complaints stages and timescales

 
Stage Process Timescales - from when we receive your instruction
1 An employee will investigate your complaint Written response within 10 working days
2 A more senior employee will review your complaint Written response within 5 working days
3 Appeal to a panel of 3 members of our Board.  This may include a tenant as long as they are not personally known to you.  You will be invited to attend and may bring a representative with you. Meeting convened within 2 weeks or as mutually agreed.  Written response on the outcome of the meeting within a further 5 working days
4 Refer your complaint to a designated person authorised to independently review it (e.g. MP, local councillor etc). Contact us so we can give you details of who to contact Check timescales directly with the person dealing with this
5

Refer your complaint to the Housing Ombudsman, who will independently review your case.

Housing Ombudsman Service, 81 Aldwych, London WC2B 4HN

0300 111 3000     

info@housing-ombudsman.org.uk        www.housing-ombudsman.org.uk

 

Check timescales directly with the person dealing with this

You can skip stage 4, but you must then wait 8 weeks after receiving the stage 3 decision before you can appeal to the Ombudsman.

Exceeding time limits

In some cases we may exceed the timescales, for example we have to contact other organisations in order to complete our investigations, or provide translation or interpretation services.  If this is the case we will send you an acknowledgement of receipt of your complaint within 3 working days, and keep you regularly informed of progress and any further delays.

Confidentiality

All complaints shall be dealt with in the strictest confidence, and there will be no adverse consequences for complainants, such as taking a service away.

Compensation

We only pay compensation in exceptional circumstances, where the complaint is upheld, and relates to specific expenses or items.