How to complain
We want to hear from you
If you are not satisfied with any aspect of the service you receive from us then you have the right to complain. Our complaints procedure follows a formal process which is outlined below. You can contact us in person, in writing, on the phone, via email or fax, or you can appoint someone to deal with the complaint on your behalf - providing they have your permission.
Our Complaints Procedure is set out in 3 simple stages
Stage One
· Once you have reported your complaint, a copy of your comments and any correspondence will be logged onto a complaint form. A copy of the form will be sent to you within 2 working days to ensure the details we have taken from you are correct.
· Your complaint will then be passed to the relevant departmental Manager who will co-ordinate a written response to you within ten working days. If at that stage it has not been possible to resolve the complaint, an account of further actions and timescales will be sent to you.
Stage Two
· If you are unhappy with the outcome of your complaint at Stage One, you may proceed to Stage Two of the complaints procedure.
· The process outlined above will be repeated and your complaint investigated by the relevant departmental Director. You will receive a written response to your complaint within 10 working days.
Stage Three
· If you are still unsatisfied with the outcome of your complaint following Stage Two of the procedure, then your complaint will be investigated by the Chief Executive, who will ensure that within 2 working days you are advised of his involvement and the date by which he will co-ordinate a written response to your concerns.
What if I’m still unhappy with the outcome?
If you feel your complaint has not been dealt with to a satisfactory standard and you remain unhappy with the outcome, you have the right to appeal.
All appeals should be marked for the attention of the Company Secretary, who will acknowledge receipt of your appeal letter within 2 working days.
Your appeal case will be considered by the Association’s Board of Management at a meeting of the Neighbourhood Management Committee.
Independent Advisory Services
If you do not feel your complaint has been dealt with satisfactorily, you can contact one of the independent ombudsman services as follows:
The Independent Housing Ombudsman
81 Aldwych
London
WC2B 4HN Telephone: 020 7421 3800
If you are staying at a Registered Care Home, you can contact:
The Commission for Social Care Inspection (CSCI)
Area Office
2nd Floor
St David’s Court
Union Street
Wolverhampton
WV1 3JE Telephone: 01902 873720
If you are receiving a Supporting People funded support service you can contact:
Supporting People
2nd Floor
The Civic Centre
Darwall Street
Walsall
WS1 1TP Telephone: 01922 650474
We strongly encourage our customers to tell us their views and comments, as they help us to make improvements for everyone using our services
