Our Complaints Co-ordinator makes sure that we do things properly and follow what we say we will do when you make a complaint to us. They also make sure we do everything within the time we say we'll do things and they follow through so that if we find a way of improving our services because of the complaint then we change the way we do things.
So making a complaint really can make a difference.
The complaints procedure is based on three stages:
Stage 1
When we get your complaint we'll write to you within two working days telling you who'll look into it and by when. We aim to deal with all complaints within 10 working days.
Stage 2
If you're not happy with what happens at Stage 1, please get back in touch with us and tell us why. We'll write to you within two working days telling you which senior manager will then look into your complaint further. They will be back in touch within 10 working days.
Stage 3
If you're still unhappy please get back in touch with us. We will then pass your complaint to our Complaints Panel. This is made up of two Board Members and a member of the Tenants Federation. After the meeting of the complaints panel we'll write to you within 5 to 10 working days to let you know the panel's decision.
Ombudsman
If you're not happy with the decision of the Complaints Panel you can appeal to the Housing Ombudsman. They have the power to look into complaints against us, but will normally only help you once you've followed our complaints procedure. We'll cooperate fully with this independent body and we'll do whatever they say we should do as a result of the appeal.
If your complaint is about our care services you can complain to the Care Quality Commission at any time.
