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Compliments and Complaints
We are delighted when we receive compliments from our Customers. We also welcome their comments on any aspect of our service, whether they are satisfied or not.
We understand that there are times when customers feel that 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.
We acknowledge that customers play a vital role in helping us to put things right and by regularly monitoring complaints we can identify where our service is failing and how we can improve upon it. As no one is perfect we have a clear procedure for complaints and a culture of “holding our hands up” when things go wrong.
Customers should complain if they feel that any of the following has occurred:
- Our services have not reached the standard they expect
- They feel that they have been treated badly or unfairly
- We do not do something that we have said we will do within a reasonable amount of time
- They are unhappy about anything else we have or have not done
If any of our customers have an issue regarding any of the above then we recommend that they begin by raising the matter with the Officer they 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 they still wish to make a formal complaint, then it will be dealt with in the following manner.
STAGE 1
Customers should complete the Customer Contact Form giving as much detail as possible regarding their area of concern. Whilst we prefer complaints to be made in this way, we will deal with any verbal, written or e mailed complaints in exactly the same way.
The complaint will be investigated by an appropriate Officer and we aim to send a full reply to the complainant within ten working days.
STAGE 2
If the customer is unhappy with the response they received, they can have their complaint considered again by a more senior Manager. This person will not have been involved in the matter previously.
To do this, they need to contact ourselves within 28 days of the response to Stage 1 stating the reasons for wanting their complaint to be considered again. We aim that the response to the Stage 2 enquiry will be sent to the complainant within ten working days.
STAGE 3
In the event that the customer still feels that their complaint has not been resolved, the matter can be referred to the Complaints Review Board. This comprises of Senior Managers of Gedling Homes, who will not previously have been involved in the matter, a representative of the Board of Management and a member of Gedling Homes Tenant Consultation Panel.
Contact needs to be made to ourselves within 28 days of the response to Stage 2, stating the reasons for wanting the complaint to be considered by the Complaints Review Board.
The Review Board will consider the complaint at a hearing to which the complainant will be invited. The findings of the Review Board will be sent out to the complainant within 5 working days of the hearing.
In some cases mediation may be offered at this stage to customers who are still unhappy about the outcome of their complaint.
Should anybody have any difficulty in making a compliment or complaint then we are happy to offer assistance to enable them to do so.
FURTHER STEPS
Gedling Homes aims in the vast majority of cases to be able to resolve our customers’ complaint. In the event that they remain unhappy about the way in which the complaint has been resolved, they have the right to refer their complaint 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 submit an electronic Customer Contact Form to ourselves please
click here
Alternatively if you would like to telephone a member of staff to discuss your concerns please call ourselves on
0115 9051515.
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