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.
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.
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 Quality Team
The Tenant Quality Team (TQT) play an important part in finding out tenants’ views of the services we provide. For example, feedback on our repairs service and the service provided by housing officers. The team also give feedback on documents and information we provide, including the letters we send you and this Tenant Handbook.
The TQT meet on a monthly basis and they are always looking for new members to help improve services. Relevant training and support is provided to the volunteers on the team and you will receive a professional reference at the end of your volunteering. If you are interested in applying to join the team, please speak to your Housing Officer or contact Housing Management on 01273 405800.