|
|
|
|
Our complaints policy |
| Find out about our complaints policy |
|
|
|
| |
- We will operate an open, accountable complaints procedure that is managed within timescales to ensure the customer receives a fully investigated response to their complaint in an acceptable period of time.
- We will accept that complaints can be made verbally, in person or by telephone, or in writing, by letter or by form, by anyone who comes into contact with us.
- We will acknowledge complaints officially in writing within two working days of them being received.
- We will tell the customer who is dealing with the complaint and what reference number it has been given.
- We will give the customer a full response to their complaint within ten working days of it being received.
- We will offer the customer two internal routes of appeal if they remain dissatisfied with our response.
- We will assist our tenants and residents to take their case to the Independent Housing Ombudsman Service if our internal procedures fail to give them a satisfactory response to their complaint.
- We will seek to use mediation services at any stage of the complaint investigation if this will improve the chance of reaching a speedy and satisfactory outcome to the issue.
- We will when appropriate offer customers redress, and this may include the payment of financial compensation. We acknowledge that financial compensation will in certain circumstances become automatically due and this will be paid promptly as required.
- We will ensure that our complaint procedure is managed equitably and fairly for all customers.
|
|
 |
| |
|
|
|