Comments Compliments and Complaints - Contour Homes

READ AND REVIEW APPROVED •A GUIDE TOCommentsComplimentsand ComplaintsFOR LEASEHOLD SERVICESFACTSHEET 6‘ Part of Symphony Housing Group’

COMMENTS, COMPLIMENTS AND COMPLAINTSWe aim to provide the best possible service to customers.However, sometimes things can go wrong, this is why we welcome feedbackas a means of improving our services to you.We assure you that all comments, compliments and complaints are treatedconstructively. We encourage all of our customers to contact us if they haveanything to say about our services.CommentsIf you have any feedback on theservice we provide, either good orbad, or if you have a suggestion onhow a service we provide might beimproved please put your commentson the leaflet at the back of thisbooklet or use the Contour Homeswebsite, www.contourhomes.co.uk.We monitor any feedback that we getregularly and use what you tell us tohelp us improve the service for youand for others.ComplimentsCompliments are a great indicationthat we are getting it right and we arealways glad to hear from you if youfeel you have had a good servicefrom our staff, contractors orconsultants involved. We will alwayspass on your compliments to theperson mentioned. Please put yourcompliments on the leaflet at theback of this booklet or use theContour Homes website,www.contourhomes.co.uk2

What is a complaint?A complaint is where a customeradvises us that they are dissatisfiedwith the service that they havereceived from us, or by contractors oragents acting on our behalf. Thecomplaint could be about the way aperson was treated, or the standardof service they have received.In general our complaints procedureis used when customers think wehave done something in the wrongway, or have not done something thatthey think we should have....and what isn’t?Whatever your complaint, it is worthtalking to us first because certainthings are not covered under thisprocedure. Issues that are notdealt with by our complaintsprocedure include:• Your complaint is not about thelevel or reasonableness of theservice charge your pay to yourlandlord. There is another statutoryagency, The Leasehold ValuationTribunal Service, who deals withthis kind of complaint (you may visittheir website, www.rpts.gov.uk)• Disputes between neighbours(unless you are dissatisfied with theway we have responded to this)• Problems with other organisationswhen we do not have the power todeal with them• Initial requests for service e.g.reporting a repair• Matters dealt with by other processes,such as legal proceedings• Feedback on our policies. Anyfeedback will be recorded forinclusion in the next review ofthe policy3

COMMENTS, COMPLIMENTS AND COMPLAINTSComplaint StageWhat do we do?Stage 1We log the details of your complaint onto ourcomputer system and will:• Acknowledge receipt of your complaint within2 working days• Refer the complaint to a member of staff who isable to deal with the complaint• We will acknowledge your complaint.• The appropriate Manager will investigate your complaintand provide you with a full written response.Stage 2An Appeal Panel of 3 Senior Officers not previouslyinvolved in your complaint will meet to hear your appealStage 3Appeal4

How long does this take?What should I do if I’m notsatisfied with the outcome?This should normally take no longerthan 10 working days. We will:• Advise you of the outcomewithin this period• Let you know if the investigationis likely to take longerYou should let us know if you are unhappywith the response, giving us your reasons.If you advise us that you are unhappy withour decision we will refer the case to Stage 2.2 working days.This should normally take no longerthan 10 working days. We will:• Advise you of the outcomewithin this period• Let you know if the investigationis likely to take longerYou should let us know if you are unhappywith the decision, giving us your reasons.If you inform us that you are unhappy withthe decision, we will refer your complaint toour Appeal Panel.Your complaint in certain circumstances mayalso be referred with your agreement toalternative dispute resolution or mediationThis process, including a finaldecision normally takes no longerthan 20 days.If it will take longer, we will let youknow, and the date you canexpect a decision.You should let us know if you are unhappywith the decision made by the panel.If you are still dissatisfied following theappeal you have the right to take the matterto the Independent Housing Ombudsmen,and will be advised of this.5

COMMENTS, COMPLIMENTS AND COMPLAINTSIf we receive a complaintwe will:• Accept your complaint withouthesitation and acknowledge it• Act swiftly and follow a clearlydefined process• Receive it in a positive manner anduse it as constructive feedback onour services• Record all complaints and ensurewe learn from them by reviewingour policies and procedureswhere appropriateComments, compliments andcomplaints can be made in thefollowing ways:• Verbally, in writing, telephone or faxto our Salford office at Quay Plaza2, 1st Floor-Lowry Mall, SalfordQuays, Salford M50 3AH• Over the telephone to our CustomerContact and Support Team on0345 601 2410• By another person on your behalf,with your written permission• By Fax to 0161 875 8200• By email toleaseholdq@contourhomes.co.uk6

Can I be helped withthe process?Yes, if you need assistance a staffmember will help you record yourcomplaint. You may also beaccompanied by a friend orrepresentative at any stage inthe process.Will you help me if Iwant to contact theHousing Ombudsman?If you have exhausted all of theprocedures set down by Contour’sComments, Compliments andComplaints Policy, you can take yourcase to the Housing Ombudsman.The address for the Ombudsman is:Housing Ombudsman Service –HOS81 AldwychLondonWC2B 4HNTel: 020 7421 3800Lo call: 0845 712 5973Fax: 020 7831 1942Further InformationYou can get information on how touse the Ombudsman service fromour Salford office at Quay Plaza 2,1st Floor-Lowry Mall, Salford Quays,Salford M50 3AHYou may also get advice free ofcharge from:• Citizens Advice Bureau• Law Centres• Housing Aid Centres• The Homes and Communities Agency• Your local Councillor• Your MPIf you would like a full copy ofeither Contour Property Services,Contour Homes or Peak ValleyComments, Compliments andComplaints Policy please contactour Customer Contact and SupportTeam on:0345 601 2410Or view it by visiting our website:www.contourhomes.co.ukEmail: info@housing-ombudsman.org.ukWeb: www.housing-ombudsman.org.uk7

This document shows how you can influence decisions and help toshape your services. If you are having difficulty reading orunderstanding this document, we can provide this copy in large print,Braille, audio, or you could request a translation. Please contact ourCustomer Support Team on 0345 601 2410.Quay Plaza 2First Floor - Lowry MallSalford Quays, Salford M50 3AHTelephone: 0345 601 2410www.contourhomes.co.ukEmail: leaseholdq@contourhomes.co.ukMC.CPS.06.12Contour Property Services is an industrial and provident society (registered number 23975R).Members of Symphony Housing Group.This paper ismade from100% recycledmaterial

COMMENTS, COMPLIMENTS AND COMPLAINTSPlease give us your feedbackThis form can be used for comments, compliments and complaints. Whencompleted it can be handed to any member of staff, or sent to the LeaseholdServices at, Quay Plaza 2, Salford Quays, Salford M50 3AH.The information will be recorded on our computer system so we can investigateand reply.Please circle the relevant remark:Comment Compliment Complaint––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––Signed:___________________________________________Date:________________Your DetailsName:________________________________________________________________Address:______________________________________________________________Telephone No.:_________________________________________________________Email:_________________________________________________________________To help us improve our service, would you let us know your ethnic origin?––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––Do you consider yourself to have a disability?––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––