Stage Two - Investigation

If you are unhappy with the informal response and/or feel your complaint cannot be resolved in this manner, you can ask for it to progress to Stage Two. 

If your complaint was closed at an informal stage and you are now wishing it to proceed to Stage Two it must be within 3 months of the date of when the Association was first advised of the informal complaint. 

In order to ensure impartiality, the Association’s most senior member of staff who is not involved in your complaint will undertake an impartial review.  This will either be the Depute Director or Director.

 You can ask for this to progress to the investigation stage by: -

• Letting the member of staff know who dealt with you at the informal stage 
• By completing the Complaint Form either online or by requesting one from the office. 
• By sending the Association a letter
• By email info@cordalehousing.org.uk
• Making a verbal complaint to the Depute Director or Director.  At this stage your complaint will be recorded in writing and you will be asked to sign the document.

The Depute Director/Director may contact you at this stage to: -

• Seek clarification on issues relating to the complaint
• Keep you informed
• Seek to understand your viewpoint

At the investigation stage we will acknowledge all complaints within 5 working days from the date of receipt and advise you if it is the Depute Director or Director who is dealing with the investigation and responding to your complaint.

We will provide you with a full and final written response within 10 working days from the date we first received your complaint.  If your complaint is going to take longer than 10 working days to sort out, we will write to explain the delay and advise when you can expect to receive the full and final written response.  The final written response will provide reasons and an explanation for the decision taken.  It will also explain the options available to you if your complaint is not upheld or you are dissatisfied with the response in any way.