Have you ever felt unhappy with our services or felt the need to complain? All complaints are important to us because they tell us what you think of our services and were we are going wrong.
We will make every effort to put things right as quickly as possible and use all feedback so that we learn from our mistakes and take action to improve our services.
We define a complaint as:
"Any expression of dissatisfaction with our services, or a service provided on our behalf’.
Customers can complain about anything which has aggrieved them or left them unsatisfied. Generally though, we find that complaints fall into the following categories:
- Repairs
- Rent
- Communication
- Decent Homes work
- Contractors
- Staff
- Tenancy issues
- Estate issues
How to make a complaint
Complaints can be made in the following ways:
Our commitment
During the investigation of your complaint we will talk to you about how you would like it to be put right, and will work with you to help us to agree a solution.
We will:
- Take all complaints seriously;
- Deal with complaints as quickly as possible and over the telephone where appropriate;
- Send an acknowledgement letter to you within 3 working days if we cannot deal with your complaint over the telephone;
- Send you a final written answer within 10 working days of receiving your complaint;
- Make sure you get a letter explaining the result of your complaint;
- Make sure we treat your complaint in confidence.
We monitor all complaints to identify trends including monitoring complaints by race, disability and gender.
We recognise in some circumstances customers may not be able, or feel confident about approaching us to make a complaint and if required we will communicate with their representatives or carers.
For customers who cannot speak or read English we can provide a free translation and interpreting facility. Information can also be provided in large print, audio and digital talking book.
Customers who do not have representatives but would like one to act on their behalf may liaise with us using their local Area Panels.
