There are three stages to our complaints process:
Stage 1
On receiving a complaint, we expect our staff to listen and put things right quickly and informally. We will reply to your complaint within ten working days.
If we need more time to investigate we will tell you why and how long it will take. We will also tell you who is dealing with the complaint and give you their contact details.
Stage 2
If you are unhappy with the response to your complaint at stage 1, please call us on Freephone 0800 3895225 and make clear you are making a stage 2 complaint.
A complaints officer will ask you the reason why you remain unhappy and ensure your complaint is investigated by a senior manager, if appropriate. We will post a reply within ten working days.
If we need more time to investigate to investigate, we will tell you why and how long it will take.
Stage 3
If you remain unhappy with our response, please contact us and make clear you are making a stage 3 complaint.
The complaints officer may refer your complaint to the stage 3 complaints panel. The panel is made up of two board directors and two residents.
You will be offered the opportunity to attend the hearing to put your case to the panel. We will post a full written reply within ten working days of the panel hearing.