We have a complaints co-ordinator to ensure that our procedure operates correctly, that complaints are investigated within our target timescales and that improvements are identified and introduced wherever appropriate. 

The complaints procedure is based on three stages, as shown below.

STAGE 1 Team leader to investigate within 10 working days

STAGE 2 Section manager to investigate within 10 working days

STAGE 3 Complaints Panel

The Complaints Panel comprises two Board members and a member of the Tenants' Federation. If residents are unhappy with the decision made by the panel, they have the right to appeal to the independent Housing Ombudsman.  We will abide by any of their recommendations.