COMPLAINTS
COMPLAINTS
We want to provide a high quality service. However, we admit that we do not always get it right. We take complaints very seriously and will try hard to correct any mistakes.
We welcome any constructive criticism and suggestions about our operations, services, organisation, or way of working. If you would like to make a suggestion, please write to us.
If your complaint is about an everyday matter you should contact your Area Housing Office. You can write or speak to us on the phone. In most cases, once the facts are known, the problem can be sorted out. Contact your Area Housing Office or our Community Liaison Team. See USEFUL CONTACTS for address and phone number.
We encourage you to follow our recommended steps in presenting a complaint. See Making a Complaint below.
There are several stages to making a complaint. Most complaints are resolved in the first stage. But the other stages allow you to take your complaint further if you are not happy with our first response. If you have been through all the stages of a complaint with us and you are still unhappy you can contact the Local Government Ombudsman. See Who else can I appeal to? below.
We advise you to go through our recommended complaint stages first. Ask our Community Liaison Team for further details. See Making a Complaint below. If you have followed our recommended procedure but wish to take your complaint further you can contact the Local Government Ombudsman. See USEFUL CONTACTS for address and phone number.
We would expect you to complain if we have:
In general terms, a complaint is not:
We will look into your complaint and if we find that we are in the wrong we will apologise promptly and will do everything we can to put things right. We will also take actions to make sure the problem does not happen again to you or any other tenants.
You should contact your Area Housing Office. Alternatively you can contact our Community Liaison Team. See USEFUL CONTACTS.
We will try to solve your problem quickly and to your satisfaction.
You should give details of your complaint and say why you are unhappy. A member of the team will contact the appropriate person and the matter should be dealt with within 7 days.
If you are unhappy with the steps already taken or would rather talk to someone else you should contact us at any of our offices within 14 days and ask for an interview with your Area Manager. He or she will investigate the problem and discuss the outcome with you.
If you remain unhappy they can help you refer the matter to the Head of Housing Services.
If you are still unsatisfied you can ask for the matter to be referred to the Council's Chief Executive. He or she will contact you with the days of the referral.
Most complaints are sorted out by this stage. However, if you are still unhappy you can ask the Local Government Ombudsman to look into your complaint. See Who else can I appeal to? above.
At any stage of a complaint you have the right to contact your local Councillor.
Your Enquiry | What is the Problem? | What Remedies You Can Expect | Making a Complaint - Initial Steps | Formal Complaint or Appeal