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 you respond to my complaint?
In the case of a housing management complaint the appropriate manager at New Fylde Housing will respond to you in writing within five working days of your complaint. If the complaint is regarding a repair or maintenance the relevant manager at Progress Property Services Department will respond. 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. Stage 2
What if I am 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 on 01253 642075 (within 28 days). Your complaint will then proceed to Stage 2 of our complaints process. At this stage, it will be investigated by the Deputy Managing Director or Managing Director if the complaint is regarding housing management. In the case of a repair or maintenance complaint the Managing Director of the Property Services Division or an appropriately delegated person will respond. A written response will be sent to you within five working days. This letter will tell you how we intend to resolve the situation. 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.
Stage 3
What if I am still unhappy with the outcome?
If you are still unhappy with our response, you must contact us within 28 days to request that your complaint is moved 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 the panel will be advised by the Managing Director or an appropriately delegated person. Once this meeting has taken place, you will receive a written response from the Panel within fifteen 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 I am 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
• Logging onto www.housing-ombudsman.org.uk
• Writing to Housing Ombudsman Service, 81 Aldwych, London, WC2B 4HN
