Making a complaint

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Stage 3 This is the final stage of our complaints procedure. A complaints review panel is held comprising a minimum of two residents who have received full training to enable them to carry out this role. The role of the panel is to review the actions taken by employees to ensure that our policies and procedures have been followed and that the complaint was properly investigated at the previous stages. We aim to acknowledge your request to progress your compliant to Stage 3 within five working days of receipt. It may be possible for the meeting to take place at a venue near your home and this will be discussed when we contact you to make the arrangements and any reasonable expenses you incur in attending the meeting will be reimbursed upon production of receipts. You may bring a friend or family member with you for support, but no legal representative is needed as this is not a legal process. If you require assistance in preparing for the meeting such as the use of a computer or photocopier, please contact your local or regional office to make arrangements. A letter should be sent to you outlining the panel’s final decision within ten working days from the date of the meeting. The letter will clearly indicate if your complaint has been upheld or not and the reasons for this decision. If applicable, you will be advised of your right to refer the matter to the Housing Ombudsman Service. Alternatively, you may find it helpful to discuss your complaint with others such as: • Citizens’ Advice Bureau • a legal advice centre • your local councillor • your local MP If needed, we can provide you with help in contacting these people and organisations. 6
The Housing Ombudsman Service The Housing Ombudsman Service is an independent body set up to provide a free and fair way of dealing with complaints against housing organisations. Generally, the Housing Ombudsman will not consider a complaint unless it has been through all stages of our complaints procedure, although there may be exceptions to this. Further information can be found on the Housing Ombudsman website at www.ihos.org.uk. The contact details for the Housing Ombudsman are as follows: Address Housing Ombudsman Service 81 Aldwych London WC2B 4HN Tel 020 7421 3800 Lo-Call 0845 7125 973 Minicom 020 7404 7092 Fax 020 7831 1942 Email info@housing-ombudsman.org.uk Following any investigation made by the Housing Ombudsman Service, we will comply with any recommendations. Retirement and supported housing residents If you live in a retirement or supported housing scheme and are not satisfied with how we have handled your complaint, you have the following options: • if your complaint is about our home-care service, you have the right to complain to the regional office of the Care Quality Commission • if your complaint is about our housing support services, you have the right to complain to the Supporting People team at your local council We can provide you with details of these organisations. 7
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Making a complaint

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