Complaints

Complaints

We are committed to providing a good quality service to all tenants and customers. In order to understand whether we are achieving this aim it is important that we understand customers views including those received via complaints. From time to time things will go wrong and where this is the case we are committed to putting things right in a timely and fair way, acknowledging any mistake or failure on our part and taking any wider learning to improve our services/provision. 

We have a Complaints Policy and Process which aims to make reporting a complaint easy, ensure we are responsive to complaints and that matters are resolved and good outcomes achieved.

The complaints process works as follows (full details of the process are given in the Complaints Policy and Procedure):

Who can use the Complaints Procedure?

The procedure is available to all users of the Associations services and those affected by these services.

What is covered by the Complaints Procedure?

The complaints process relates to issues with the services provided by us and a failure to provide the specified/required level of service. Many services include a right of appeal against decisions made e.g. lettings and a decision to refuse an application, and these rights of appeal should be used in the first instance. The complaints process will not be used where court action is being taken, for example as a consequence of rent arrears or other breaches of the tenancy agreement.

If you want to report Anti-Social Behaviour (ASB) this is dealt with under a separate process. Please see the Anti-Social Behaviour Policy. Further details are also given on this website.

How can I complain?

You can complain to us in whichever way is easiest for you; electronically by filling out our complaints form, by email, by telephone, in person or in writing, including by text.

A complaint can be made by an advocate on your behalf providing the person/organisation has your permission to do so and we have evidence of this permission. Groups of customers may make a complaint collectively but this should be through a single named representative. Designated persons (see below) may also make a complaint on behalf of customers.

Outline of the Complaints Process

Some issues may be able to be fixed/resolved very quickly and without the need to use the Complaints process. In these instance’s we will agree this with you. If after our action you are not satisfied, then you may still use the Complaints process. Any negative feedback that does not require a response will be considered outside of the Complaints process.

A complaint must be made within 12 months of an issue occurring and must relate to a service delivered by us.

The Complaints Procedure has two stages. Our aim will always be to resolve any matter as quickly as possible and therefore to resolve an issue at stage1.

If you are not satisfied with a response at stage 1 then the complaint can be escalated to stage 2. Any escalation must be notified within 28 days of a stage 1 decision being communicated to you.

If you are not satisfied with the response at stage 2 then you have the option to refer to a designated person. A designated person can be a local councillor, an MP or a Tenant Panel.

The matter can also be referred to the Housing Ombudsman Service at any point during the complaints process. You do not need to involve a designated person to refer to the Housing Ombudsman Service.

Complaint Stages

Stage 1: Formal Complaint to a Senior Officer

A first complaint should be made to a senior officer of the Association (Housing Services Officer or Property Services Officer).  You should explain your problem/why you disagree with a decision made by the Association, and what you want us to do to put it right.

Your complaint should be acknowledged within 5 working days. The matter will be investigated and a full response given within 10 working days. Occasionally it may be necessary to extend this timescale. If this is the case the reasons for this will be explained and an agreed revised timescale given.

If you are not satisfied with the response, you can escalate the complaint to the next stage. This escalation has to be done within 28 days of the decision of the stage 1 complaint being communicated to you.

Stage 2: Formal Complaint to the Operations Manager

You can report a stage 2 complaint in the same way as stage 1. The complaint should be made to the Operations Manager.  The Manager will acknowledge the complaint within 5 working days and you should expect a full response within 20 working days. As per stage 1 this period may be extended. The reasons for any extension and a revised timescale will be agreed.

Housing Ombudsman Service

You can contact the Housing Ombudsman directly any time while a complaint is going through the complaints process for advice.

If you have exhausted the Associations complaints process and are not satisfied with the outcome you can refer the matter to the Housing Ombudsman Service for investigation. Further details of this service can be provided by us and are also available online: www.housing-ombudsman.org.uk/residents/make-a-complaint/

Fill in the online complaint form

Email: info@housing-ombudsman.org.uk

Phone: 0300 111 3000

Phonelines are open Monday to Friday 9am to 5pm.

Calls are recorded for training and monitoring purposes.

Write to:
Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET

Please note: The Housing Ombudsman Service strongly encourage customers to use email or the online complaint form rather than sending post to the PO Box address in Preston as there will be delays. Please do not send original documents by post as they are unable to post them back to you.

Who else can help?

Citizens Advice Bureau (CAB)

Your local CAB can help you.  You can also get free advice from a Law Centre, and organisation’s such as Shelter.  If you wish to engage a solicitor, you will normally have to pay for their services. We will provide details of local organisation’s who can advise and assist you.

County Court

You have a right to lodge complaints of discrimination against the Association in the County Court on the grounds of race or gender and your rights under the Protection from Harassment Act.  There is a six-month time limit from the date of the event giving rise to the complaint and the date the complaint is registered.

Complaints policy

A link to our full Complaints Policy is provided on our policy page. Hard copies of the policy are available on request.