Complaints procedure

Do you have anything to say?

We welcome ALL comments, Compliments and Complaints
- No matter how small
- No matter who from (e.g. residents, applicants, visitors)

Our systems are

• Confidential
• Simple
• Fair
• Speedy
• Effective
• Informative

Remember we want to:

• Encourage feedback
• Listen to you
• Keep you up to date
• Improve our services
• act on your suggestions

How to express your views

You can write to us or telephone using the address on the right hand section of the page;
You can use our complaints form on the website by clicking here
Or you can call in at the office

We are committed to providing the best possible service to our community, you may wish to visit our service section to read our services charter

Our Response

Our Chief Executive will acknowledge your complaint/comment in writing within 5 working days

We will inform you who is dealing with your comment/complaint and of the progress being made

We aim to make a full response to your complaint within 15 working days of the acknowledgement

If you are not satisfied with our response you may have a personal meeting with a panel of our governing body within 15 working days

All complaints/comments will be dealt with confidentially

we will provide support, including contact details of other agencies such as Citizens' Advice Bureau and the Independent Housing Ombudsman Service

Sometimes we can pay compensation for loss - we will let you know if this applies to you.

Putting things right

What you can expect from us:-

An apology

A written explanation

Our best efforts to ensure that the same thing will not happen again (and we will monitor this)

Action taken or proposed to put things right

Every effort will be made to sort out concerns satisfactorily

Still not satisfied?

Other contacts:
Citizens Advice Bureau
20 Swan St, Manchester M4 5JW
Tel: 0870 126 4626
www.citizensadvice.org.uk

Housing Ombudsman Service
Norman House, 105-109 Strand, London, WC2R 0AA
Tel: 0207 836 3630

www.ihos.org.uk

The Housing Corporation
149 Totenham Court Road, London, W1P 0BN
Tel: 0845 230 7000
www.housingcorp.gov.uk