Complaints Procedure / Policy

We are committed to providing a high quality, accessible and responsive service to our residents. One of the ways in which we can continue to improve our service is by listening and responding to your comments and complaints.

Most issues of concern are dealt with in a short period of time by raising them verbally with a member of staff. However, if a tenant feels their issue has not been dealt with to their satisfaction, or the tenant feels they do not wish to raise their issue verbally, then the complaint procedure below is to be followed.

Fill out a complaint form, which can be found in the tenants hand book in each bed room. Place the complaint in a sealed envelope and either give the envelope to a staff member or post it to the address on our Contact page. You will also find a stamped address envelope in your tenant's booklet. If you have used all the stamped address envelopes supplied, then please ask staff for more. Note that a complaint about exclusion is subject to this same process and whilst the complaint process is occurring the exclusion remains. (i.e. the person excluded will not be allowed back in.)

Your complaint will be investigated and dealt with by the housing manager (When the Housing Manager is absent The Chief executive will deal with the complaint). You will receive notification that your complaint has been received within five working days of making your complaint. The Housing Manager may wish to speak to you to clarify matters and gather more information. Once your complaint has been investigated you will be informed of the outcome. This will happen within ten working days from the date of your complaint.