We Are Listening
This section explains:
- how to make comments on services
- how to complain if things go wrong
Making comments
We welcome feedback on how well you think we are doing. We want to learn from your experiences of using services. If you compliment us on doing something well we can ensure the good practice spreads to other areas. You may have suggestions on ways we could improve things. You may simply want to make a comment. Why not let us know by writing to the Company or by completing a Comments, Compliments, Complaints form. These are available from all of our offices. If you give us your name and address we will send you a reply.
Making a complaint
Sometimes we may do something you do not like or may be unable to do something you would like us to do. Please tell us if you are not satisfied with the way we have treated you.
Contact the office concerned in person by phone, in writing, or by e-mail or complete a Comments, Compliments, Complaints form and explain the problem. Where we have got things wrong we will apologise, explain what went wrong and tell you what action we will take to put things right. Most problems can be sorted out on-the-spot.
If you are not happy with our response to your visit, phone call or e-mail then your complaint will enter our formal complaints procedure.
If you write to us or complete a Comments, Compliments, Complaints form, your complaint will automatically enter our formal complaints procedure.
Formal complaints procedure
For some services there are specific complaints and appeals procedures which are covered by the law. If these apply to your complaint our staff will tell you and give you details of how to take your complaint forward.
Otherwise, the complaint will be dealt with as follows:
Any complaint will initially be dealt with by the Area Housing Manager or the Section Head for central sections.
We will send you a letter within 3 working days of receiving your complaint. This letter will
either respond in full to your complaint or acknowledge that we have received it.
The acknowledgement letter will tell you the name and telephone number of the person investigating your complaint.
In normal circumstances we will deal with your complaint within 10 working days of receipt. Sometimes more complex issues may take longer but we will keep you informed of progress.
Compensation will be considered in cases where our actions have resulted in some loss or damage being sustained by you.
If you are not satisfied you may appeal to the appropriate Senior Manager. The same procedures for keeping you informed of progress will apply.
If you are still unhappy with the way we have dealt with your complaint you can contact:-
- The Chief Executive
- Your MP or MEP
- The Local Government Ombudsman
Review of Complaints
A record will be made of all formal complaints and a summary of the outcomes will be reported to a complaints panel and in newsletters to all tenants.
You can complete the Comments, Compliments and Complaints Form online by clicking on this link below:
Useful Documents
Click on the link below to see our Complaints Leaflet 'We Are Listening' and our leaflet 'Service Promises'
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