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Compliments and complaints
We are delighted when we receive compliments from our customers. We also welcome their comments on any aspects of our service, whether they are satisfied or not. We understand that there are times when customers feel we have failed to offer the level of service they expect or we make a decision that they are not happy with. When this happens we are keen to hear of any complaints they may have. We will thoroughly investigate what has happened within set time frames and advise our customers of the outcome.
What is a complaint?
You should complain if you feel that any of the following has occurred
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our services have not reached the standard you expect.
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you feel that you have been treated badly or unfairly.
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we do not do something that we have said we will do within a reasonable amount of time.
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you are unhappy about anything else we have or have not done.
How does it work?
We recommend that you begin by raising your concerns with the officer you originally dealt with, or with the relevant manager. Experience shows that in many instances problems arise from a misunderstanding that can usually be cleared up quickly and easily. If after this you still wish to make a formal complaint, then it will be dealt with in the following manner.
Stage 1
You should complete a Customer Contact form giving as much detail as possible regarding your concern. Whilst we prefer complaints to be made in this way, we will deal with any verbal, written or emailed complaints in exactly the same way. Your complaint will be investigated by an appropriate officer and we aim to send you a full reply in answer to the complaint within 10 working days.
If your complaint is likely to take longer to deal with then we will inform you when you can expect a full response and we will keep you informed on a weekly basis. We will offer to meet with you to discuss your concerns. If you require a Customer Contact form please ring us on 0115 9051515 and ask for Gedling Homes Customer Experience team or alternatively customers can complete the form on-line.
Stage 2
If you are unhappy with the response you receive you can have your complaint considered again by a senior manager. This person will not have been previously involved in the matter. To do this, you need to contact us within 28 days of the response to Stage 1 stating your reasons for wanting your complaint to be considered again. We aim to respond to Stage 2 complaints within 10 working days.
Stage 3
If you still feel that your complaint has not been resolved, the matter can be referred to the Complaints Review Board. This comprises senior managers of Gedling Homes, who will not have been previously involved in the matter, a representative of the Board of Management and a member of Gedling Homes Tenant Consultation Panel. You need to contact us within 28 days of our response to Stage 2, stating your reasons for wanting the complaint to be considered by the Complaints Review Board. The Review Board will consider your complaint at a hearing to which you will be invited. The findings of the Review Board will be sent out to you within five working days of the hearing. In some cases mediation may be offered at this stage if you are still unhappy about the outcome of your complaint.
How do we use compliments and complaints to improve services?
We aim to use all compliments and complaints received to improve our services. If you would like to get involved in working with us to improve services please ring us on 0115 9051515 and ask for Gedling Homes Tenant Involvement team or email them on
tenantinvolvement@gedlinghomes.co.uk.
Should you have difficulty in making a compliment or complaint then we are happy to offer assistance to enable you to do so.
What should you do if you are still not satisfied? If you remain unhappy about the way your complaint has been resolved, you have the right to have your complaint referred to the Housing Ombudsman Service. Contact details for the Ombudsman Service are as follows:
Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Telephone: 0845 712 5973
To download our Factsheet with this information please click the following link.
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