We are committed to the following policy whenever we have to investigate a complaint from any of our customers when they are dissatisfied with our services, our staff or agents, or our procedures.
· We operate an open, accountable complaints procedure that is managed within timescales to make sure that the customer receives a fully investigated response to their complaint in an acceptable period of time.
· We will accept complaints that are made in person, by telephone, in a letter, by a complaints form, by e-mail and via our web-site, by anyone who comes into contact with us.
· We will acknowledge complaints in writing within two working days of receiving them and tell the customer the reference number we have given it.
· We will give the customer a full written response to their complaint within ten working days of it being received.
· We will provide all customers with the opportunity to appeal against the decisions we reach following the investigation of a complaint.
· If our tenants and residents are not satisfied with the way we have dealt with their complaint, we will help them to take their case to the Housing Ombudsman Service.
· We will offer to use mediation services, if appropriate, during the investigation of a complaint.
· We will offer customers’ compensation after a complaint has been investigated, if it is appropriate. Compensation paid may be credited to the customers rent account if they are in arrears.
· We will ensure that our complaints procedure is managed fairly for all customers.
page last updated 1/04/09 |