How to make a complaint or give a compliment
Whether it's a compliment or a complaint, we'd love to hear from you so we know what we are doing right and so we know what we could be doing better.
Progress Housing Group is committed to providing our customers with high-quality services. We want to know if we have got something wrong to put things right. If customers are not happy with the quality of the service they receive, or the way our employees or our contractors treat them, they have the right to complain.
We will use this information to improve our services.
If you compliment us, we will let the employees know about your positive feedback and appreciation.
We define a complaint as: "An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents."
For example, if a customer is upset about a staff member's attitude or is unhappy with the standard of service, they can complain.
We do not class any of the following as a complaint or service failure:
- An initial request for a service.
- A request for information.
- A request for clarification of our policies or procedures.
- A request for an explanation about something.
- An anti-social behaviour (ASB) report.
You can make a complaint in any of the following ways:
- In person
- Via the website
If you would like to make a complaint via our website, please complete the form below.
Should you need help in making a complaint or providing us with feedback, there are advocacy groups that can help you do this. You can find your nearest group by clicking on the link: https://selfadvocacygroups.co.uk/
- Reports of anti-social behaviour or neighbour nuisance - we will pass these to our Community Safety Officers to investigate.
- Dissatisfaction with any formal legal proceedings that have commenced (either against the Group or issued by the Group). However, should your complaint include any matters that do not form part of the legal proceedings, a course of action will be agreed upon by the Group regarding the approach to be taken, and we will keep you informed.
- Appeals about Choice Based Lettings decisions - our Allocations and Housing Support Services Manager will respond to these.
- Historical matters over six months old before you have raised the complaint/dissatisfaction to the Group – these will be investigated as an initial report where possible.
- Any matters that have we have already responded to under the Complaints and Feedback Policy.
- The actions of third parties whose services are not commissioned or endorsed by the Group.
The Complaint Resolution Process
We acknowledge that sometimes we get things wrong or don’t meet the high levels of service our customers expect.
We want to ensure that we resolve any customer dissatisfaction or complaint as quickly as possible and have therefore developed a simple process for resolving complaints. This process adheres to the principles outlined in the Housing Ombudsman Service Advice & Good Practice regarding complaint resolution.
When you first contact us with your complaint this will either be recorded as an Early Resolution Complaint or a Formal Complaint.
When you first contact us with your complaint, we will record this as a Stage 1 complaint.
Stage 1 complaint.
We will acknowledge your complaint within two working days from receipt, either by telephone, email, or letter.
A Team Leader or Service Manager from the relevant service area will investigate your complaint. We aim to resolve the issue to your satisfaction within five working days from the date of acknowledgement.
We may need longer to investigate your complaint thoroughly. We will contact you to explain the reasons for this and advise you when we expect to provide a complete response.
We will also keep you updated throughout the process. If you are dissatisfied with the response, you can request for your complaint to be progressed to Stage 2 of our process.
Stage 2 – Senior Manager Review
We will acknowledge your request to progress your complaint within two working days of receipt.
An appropriate Senior Manager who has not been involved in any earlier investigations into your complaint will investigate the matter.
The Senior Managers will aim to reach a resolution and respond to you in writing within ten working days.
Suppose the review requires extensive investigation or actions that will take longer than ten working days to resolve. In that case, we will contact you to explain the reasons for this and advise you of the date that we expect to provide a complete response.
If you remain dissatisfied following the review, you can contact the Housing Ombudsman via n appointed person such as an MP/Councillor or a designated Tenant Panel. You can also contact the Housing Ombudsman directly; however, they ask that you wait eight weeks from completion of our process before doing so.
The contact details for the Housing Ombudsman are provided below:
Housing Ombudsman Service
PO Box 152
Tel: 0300 111 3000 (Monday to Friday 9:15 to 17:15).
You may wish to submit a complaint to us anonymously. In that case, you can do this by any of the means already mentioned. We will investigate further and take action where required, but we will be unable to respond to this formally.