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When we don’t get something right, we want to know.

If you want to complain, you can:

  • Fill in the online form.
  • Call 01202 410500 to request the Your Views Count leaflet, which includes a form you can send to us by post.
  • Contact staff on duty by calling 01202 410500.
  • Contact the Manager in charge of the service by calling 01202 410500.
  • Use the comments book (if you live in one of our housing schemes)

 

We will investigate your complaint within 15 working days with our response to it.  If we need more time, we will let you know.  Sometimes, we may not be able to help you with your complaint ourselves.  If this happens, we can pass your comments to another agency, if you agree. 

 

If you are unhappy with our response you can appeal.  You can do this up to three times using our complaints procedure.  Each appeal is dealt with someone higher up in the organisation. Your first appeal goes to the head of the department.  If you are still not happy with the response, you can appeal to the Chief Executive.  If you are still not happy with the response, you can appeal to our Board. 

 

To make an appeal, tell us within 28 days of getting our response letter, explaining why you are not happy with it and what you think we should do to put things right.  The person investigating your complaint may want to meet you to talk about your concerns – and you are welcome to bring someone else along for support.

 

If you don’t like our final decision, you can take your complaint to the:

  • Independent housing Ombudsman, if it about the housing we provide; or
  • Supporting People administering authority, if is about the support we provide; or
  • Contracting / Awarding body, if it is about the training courses we provide; or
  • Housing Corporation, if you feel we are not following the Regulatory Code for housing associations.

 

If we agree that you have not received a good service, we will:

  • Apologise
  • Explain why things went wrong
  • Put things right if we can

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