It is important to us that you are happy with the service we provide, but sometimes things do go wrong. When this happens, we want to ensure we put things right promptly and that we learn from your experiences.
Our promise:
- We will be fair
- We will put things right
- We will learn from the outcomes of complaint
We adhere to the Housing Ombudsman’s Complaint Handling Code. This enables us to meet your rights as our resident.
What the Housing Ombudsman says we must do:
- Treat you fairly, promptly, effectively and sensitively.
- Allocate and let our homes in a fair and transparent way that takes the needs of residents and prospective residents into account.
- Make sure your needs are considered in the way you need services and communicate.
- Provide you with choices, information, and communication that is appropriate to you.
- Be open and accountable with you for example you should be able to take part in surveys, consultations, groups and panels.Publish our performance information, for example, the average time it takes to complete a repair.
- Only limit talking to you if we can show you have been acting inappropriately towards staff. We also need to make sure you can ask for another look at the situation. We have to explain how you can ask for help or say if something is wrong while we limit talking to you.
- Take responsibility for any contractors that enter your home and we should also treat you with fairness and respect.
- Make reasonable adjustments to accommodate any additional needs you may have to give you confidence in approaching them.
How to contact the Housing Ombudsman Service
- See the website at www.housing-ombudsman.org.uk
- Call on 0300 111 3000
- Email: info@housing-ombudsman.org.uk
- Write to the Housing Ombudsman Service: PO Box 152, Liverpool, L33 7WQ
- Fax: 020 7831 1942
We will then work with the Ombudsman to address your complaint.
