Making a formal complaint
If you are not satisfied with the service you receive, or consider the issue to be of a more serious nature, you can raise a formal complaint by writing to us at our office or by calling Housing Management on 01273 405800.
In making a complaint, it is helpful if you could provide as much detail as possible as to the reason for your complaint and details of what you would like to happen as a response to your complaint.
Your complaint will be treated in confidence and only discussed with people who need to know. We will follow an agreed process with set timescales in which we will respond to you. You will not be treated unfairly if you make a complaint and it will not affect the quality of service you receive in the future.
A review of complaints we received over the past year from April 2021 is available to read on our website here.
Feedback
We welcome feedback to help us continually improve all areas of our services so that we remain a first class provider of supported housing. There are a number of ways you can provide feedback including: Repair Satisfaction Slips, Feedback Cards, Tenant Forums, Tenant Satisfaction Surveys and through our Tenant Quality Team.
Consultation
We consult with tenants where a change is proposed that substantially affects the management and maintenance of their home. Tenant’s views will be taken into account before any final decisions are made. The results of consultation and the decisions that follow will be reported to any tenants who are affected.
Tenant involvement
Our Tenant Involvement Officer, Carrie Croll, and her tenant volunteers play an important part in listening to our tenants’ views on the services we provide. Feedback shared from our tenants helps to shape the support we provide. Our Tenant Involvement Group also gives feedback on the tenant quarterly newsletter we produce.
The Tenant Involvement Group meet every two months and they are always looking for new members. Relevant training and support is provided for volunteers and you will receive a professional reference at the end of your volunteering. If you are interested in applying to join our Tenant Involvement Group please speak to your Housing Officer or contact Carrie by email: TenantInvolvement@southdown.org or call 07458 121753