We always aim to resolve complaints before the reach the formal stage. However, if you are not satisfied with the way we have handled your complaint informally, we will follow the following procedure:
Stage 1
How will we respond to your complaint?
We will respond to you in writing within five working days of your complaint. If we think it will take longer than five days to investigate your complaint and provide a response, we will still write to you within five working days of your complaint to advise you of this. We will tell you who is dealing with your complaint, so that you have a named contact to discuss progress with. We will also let you know when you can expect a response from us.
What happens if we do not respond to your complaint within five working days?
We endeavour to do our utmost to uphold our service standard of replying to complaints within five working days. However, if we do not reply to your initial complaint or any further correspondence within five working days you will automatically receive £5 in compensation.
Stage 2
What if you are not satisfied with your response?
If you are not satisfied with the response you receive, or the time it has taken for us to investigate your complaint, you can contact us as outlined on page 7. Your complaint will then proceed to Stage 2 of our complaints process. At this stage, it will be investigated by the head of the relevant department. A written response will be sent to you within five working days by the head of the department. This letter will tell you how we intend to resolve the situation.
Stage 3
What if you are still unhappy with the outcome?
If you are still unhappy with our response, you can contact us and progress to Stage 3 of the process. At this stage, a meeting will be arranged for you to put your views forward to a Complaints Panel. The Panel consists of Board Members, some of whom may be tenants, and staff who have not previously had any involvement with your complaint. Once this meeting has taken place, you will receive a response from the Panel within ten working days. You may bring a guest with you to the panel hearing. The guest is not able to address the panel directly but can act as a support to you.
Stage 4
What if you are unhappy with the response from the Complaints Panel?
If you are not satisfied with the response from the Complaints Panel, you can contact the Housing Ombudsman Service, an independent body who governs our activities. The Ombudsman will want to make sure that you have already followed our complaints procedure before dealing with your complaint. You can contact the Housing Ombudsman Service by:
• Phoning 020 7421 3800
• Online at www.housing-ombudsman.org.uk
• Writing to Housing Ombudsman Service, 81 Aldwych, London, WC2B 4HN
What happens once your complaint has been resolved?
We will send you a closure letter and questionnaire once your complaint has been resolved. Please complete the questionnaire and return it to us. We use the information collected to evaluate our complaints procedure. You must inform us within three months of receiving this closure letter if you do not feel that your complaint has been dealt with satisfactorily. After this time the complaint will not be reopened.
Where can you seek further advice?
If you are thinking of making a complaint, or have already submitted one, and would like some further advice, there are a number of organisations that may be able to help.
- Your local Councillor: your local council office will give you the name of your Councillor.
- Citizens Advice Bureau: you can find the address and phone number of your local Citizens Advice Bureau in the phone book. You can also get free advice by logging onto www.lawcentres.org.uk or phoning Shelter Lancashire Housing Aid Centre on 0844 515 1831.
- Tenant Services Authority: you must follow our complaints procedure before contacting the Tenant Services Authority. You can write to them at Tenant Services Authority, 4th Floor, 1 Piccadilly Gardens, Manchester, M1 1RG or phone 0845 230 7000.
