How to Make a Complaint
WHEN SHOULD I COMPLAIN?
Please let us know if you are unhappy about anything we have done, or if you
feel we have not done something we should have. We want to learn from any mistakes.
HOW TO MAKE A COMPLAINT?
First of all, it's always best to try to speak to the person who was dealing
with the issue. They will welcome the chance to put things right as soon as they
can.
HOW ARE COMPLAINTS HANDLED?
There are three stages to the process:
Stage 1 –contact the person or section who provided the service and explain your concerns
to them. They will try to solve the problem right away.
Stage 2 - if you are still not happy, the senior Manager will investigate your complaint.
When the investigation has been completed they will write to you with their response.
Stage 3 – if you are still not happy, you can appeal to a Complaints Review Panel. Within
five working days it will write to explain what these recommendations are.
STILL NOT HAPPY?
You can appeal to the Independent Housing Ombudsman at:
Housing Ombudsman Service,
Norman House,
105-109 Strand,
LONDON WC2R OAA
Tel: 020 7836 3630
Fax: 020 7836 3900
Lo-call: 0845 7125 973
Minicom: 020 7240 6776
