Stage 1 – Our Customer Services Team will send you an acknowledgement letter within 2 working days of receiving your complaint. This letter will give you the name of the officer handling your complaint. They will pass your complaint immediately to the relevant officer to investigate. The person responsible will investigate and send you a full written response within 10 working days of receipt of your complaint.
Stage 2 – If you are not happy with the response at Stage 1, you must let our Customer Services Team know within 28 days of receiving the response and explain why you are not satisfied. Your complaint will then be brought to the attention of the appropriate Director who will review the matter and send you a full written response within 10 working days.
Stage 3 – If you remain unhappy with the Director’s response, you must let the Customer Services Team know within 28 days and provide a detailed explanation of why you remain dissatisfied. You may then ask for a further review which would be carried out by the Association’s Chief Executive.
You will need to explain why you remained dissatisfied at Stages 1 and 2 and further explain what the Association can do to make things better. You will receive a full written response within 10 working days of the meeting. The Chief Executive’s decision is the final stage of our internal procedure. If you are still not happy with the outcome, you can complain to the Independent Housing Ombudsman. The Ombudsman will not look into your complaint until you have gone through stages 1, 2 and 3 of our complaints procedure.
Complaints to the Ombudsman should be made as soon as possible after completing the internal procedure and not any later than 12 months afterwards.
Housing Ombudsman Service,
81 Aldwych, London WC2B 4HN, Tel: 0300 111 3000 / Fax: 020 7831 1942