If you are not happy with something, tell us. You should complain if you feel we that Progress Care or Lovell Respond have:
- Not done something we should have
- Treated you unfairly or impolitely
- Done something we should not have done
- Done something badly
Who can complain?
Tenants or anyone else who is unhappy with our service can complain. You may want someone to help you make your complaint. This could be a friend, relative or support worker.
You can download a copy of our complaints leaflet below.
Informal complaints procedure
Some people don’t want to make a formal complaint. They prefer to tell us by phone or face to face If you choose to keep your complaint informal we will still listen to you and try to put right whatever it is that you are not happy about.
Formal complaints procedure
If you choose to make a formal complaint you can do this in whatever way is easiest for you.
We have a standard procedure that all complaints follow.
There are three stages to this process.
Stage one
How will you respond to my complaint?
A service manager will investigate your complaint and will respond to you in writing within 10 working days of receiving your complaint.
If we think it will take longer than 10 working days to investigate your complaint and provide a response, we will still write to you within 10 working days of your complaint to advise you of this. We will tell you the reference number and 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.
The response letter will let you know if we think that we have failed to give you the service that we should have provided and what we intend to do about it. If we do not uphold the complaint, as our actions were within our policy guidelines, we will explain this to you.
Whenever possible, we will suggest any action that we or you can take to improve the situation.
Stage two
What if I am not satisfied with your response?
If you are not satisfied with the response you receive at stage one or how your complaint has been dealt with, you can contact us as outlined on page six. You should do this within 30 working days of the date of the response letter sent to you. If you have not contacted us within 30 working days, the complaint will be closed.
If you contact us within 30 working days, your complaint will then proceed to stage two of our complaints process. At this stage, it will be investigated by a senior manager.
A written response will be sent to you within 10 working days. This letter will tell you how we intend to resolve the situation, or it may request a meeting with you where the situation can be discussed.
Stage three
What if I am still unhappy with the outcome?
If you are still unhappy with the outcome of your complaint at stage two, you have the opportunity to appeal to a ‘Designated Tenant Panel’. The panel consists of three Progress Housing Group tenants and one Board member who will Chair the panel. The ‘Designated Tenant Panel’ will consider your complaint within 30 working days of the request and arrange for a mutually agreed time for the panel hearing.
We will pay for your travel and childcare costs, if required, to ensure that you are able to attend. You are able to bring someone with you to the panel hearing, such as a friend, relative or advocate who can either support you and/or speak on your behalf.
Once the meeting has taken place, you will receive a written response from the panel within 10 working days
