A compliment is defined as a customer statement of positive recognition or praise for a service or member of staff.
If you would like to pay us a compliment, you can contact us by:
Whilst we try our best to deliver first-class customer service at all times, we recognise that sometimes we may not perform as well as we could.
If this is the case, please let us know so we can put it right and learn from our mistakes.
You should complain if:
Please include as much details as you feel is necessary and either:
For more information, download our Handling of Customer Complaints Comments and Compliments June 2014 policy document.
We hope to resolve your initial complaint at the first stage of the process. The service manager from the relevant area will handle the investigation and work hard to resolve the issue promptly.
Unfortunately, there are some things that we cannot change. We may be legally restricted or the issue may involve other organisations. In these cases, we will explain the situation to you and give you an alternative point of contact.
If you are unhappy with the outcome of your complaint then you can request that the complaint be passed to the Head of Service. In this case, you will receive a response within twenty working days of your request being received.
At any stage during your complaint you can ask for a designated persons assistance to help resolve your complaint with the Housing Service. They can try and assist you in resolving the complaint or they can refer the complaint straight to the Housing Ombudsman.
The introduction of designated persons is intended to involve local politicians and local people in resolving local housing issues.
The designated persons are defined as:
If you are still dissatisfied with the outcome then you can complain directly to the Housing Ombudsman. The Ombudsman investigates complaints made regarding injustices which arise following poor administration by local authorities.
The Housing Ombudsman Service can be contacted as follows:
Housing Ombudsman Service
Harbour Exchange Square
Please note: Complaints to the Ombudsman do not have to be referred by a designated person, but if they are not there must be at least 8 weeks from the end of our complaint process before the Ombudsman can consider the case.
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