Residents' handbook - Moat

FURTHER INFORMATION SECTION 7• The length of time taken to respond to a request for a service orfor information• Not communicating our decisions effectively• The quality of service provided• The attitude or behaviour of one or more of our staff.We have policies and procedures that detail the standards we expect inall areas of work, such as repairs or action to recover rent arrears.We also have certain legal obligations. If we do not act in accordancewith our policies or legal duties, this is cause for complaint.FURTHER INFORMATIONThe first time you report something, request a service or ask forinformation is not a complaint. Our complaints procedure starts toapply only after we have given our initial response or made the firstattempt to manage the matter for you.We have special procedures for reporting neighbour nuisance. If youare a resident having problems with a neighbour, please call ourcustomer service centre.Our staff are responsible for advising you of your right to make acomplaint and will always do so where you believe you have reason tocomplain.Who can complain?Anyone using or affected by Moat's services can make a complaint.How do I complain?There is a three stage process. We will do our best to resolvecomplaints at the first stage. It is important that you follow each stagein turn, so we can make sure your complaint is treated fairly.At any time during the process, you are entitled to use the help of arepresentative. This may be a family member, friend or professionaladviser acting in a personal capacity.Your representative may assist youand attend meetings with you, if you wish.7-3