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If your complaint is regarding Anti-Social Behaviour please go to the Anti-Social Behaviour page.
The Association values complaints as an opportunity to learn and improve.
We have established a 3-stage procedure for handling complaints. You should complain if you believe the Association has:
- Done something the wrong way;
- Done something it should not have done;
- Failed to do something it should have done:
The complaints procedure is not designed as an appeal system to question decisions of the Association, which were properly taken, or to challenge any policies.
The complaints procedure is to check that everything that should have been done has been done and that our procedures and policies have been followed.
If you have a complaint, you should contact the Association immediately in one of the following ways: -
- In person by calling at our office;
- By telephone;
- By letter.
Personal and telephone callers will be put in touch with the appropriate person to deal with your complaint.
Make a note of the date and the name of the person to whom you spoke for future reference.
Give full details of your complaint and explain what you think the Association should do to put it right.
If you receive a satisfactory response immediately, the matter will end there.
If the member of staff cannot respond immediately, your complaint will be recorded, acknowledged and investigated. You will receive a response within ten working days.
If you are not satisfied with the outcome write to the Chief Executive and inform him of your dissatisfaction. You will receive an acknowledgement.
The Chief Executive will instigate and review the matter within ten working days. The Chief Executive may need to contact you to discuss the situation and clarify points you have raised.
The Chief Executive will then prepare a report, which will:
- Draw attention to any mistakes which he thinks the Association has made;
- Specify any action necessary to correct mistakes;
- Initiate a review of procedures designed to avoid similar mistakes in the future.
You will be informed of the Chief Executive’s findings.
If you are still not happy write to the Chief Executive and request a review of your complaint by a panel of Board of Management members.
You will receive an acknowledgement within 10 working days.
A panel of Board of Management members will consider your complaint. You will be invited to present your case in person or in writing. The panel will review the papers and may interview the members of staff involved in the case.
You will be notified in writing of the panel’s decision.
This is the final stage of the complaints procedure, but there is one further area to explore.
COMPLAINT APPEALS TO THE INDEPENDENT HOUSING OMBUDSMAN
As from the 1 January 1994 tenants have had access to an Independent Housing Ombudsman if they feel their complaint is not being dealt with within a reasonable time or satisfactorily.
You have the right to complain to the Ombudsman if:
- Your home is owned and managed by a Registered Social Landlord (housing association);
- You were refused a home by the housing association - unless they simply didn’t have a suitable property available or;
- You pay the housing association to provide services for your home.
You must go through the complaints procedure first before contacting the Ombudsman. However, if it is taking too long or the procedure is difficult or inadequate, then the Ombudsman may decide to accept your complaint before you complete the procedure.
Write or telephone:
Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Tel; 0845 7125 973 or 020 7421 3800
Minicom; 020 7404 7092
E-mail; info@housing-ombudsman.org.uk
Website; www.housing-ombudsman.org.uk
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