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WHAT CAN YOU COMPLAIN ABOUT?
You can complain about any aspect of our service, which you are unhappy about. For example: -
| Repairs | - | Failure to meet timescales or quality of work. |
|---|---|---|
| Attitude of staff | - | Failure to provide information or follow procedures. |
| Equality | - | Unfairness, bias, discrimination or prejudice in the
way in which services are delivered. |
| Allocations | - | If you are unhappy about the policy, the procedures
followed or the way your application has been handled. |
| Contractors | - | If you feel that our contractor has not behaved
reasonably towards you. |
| Policies | - | Where you feel that the policies adopted by the
Association are unfair, inflexible or cannot meet your needs. |
If a complaint is received about a contractor, we will record the complaint and deal with it on your behalf. The appropriate members of our staff team will deal with complaints relating to our policies if you are still dissatisfied with the initial explanation provided by our reception staff. For example: - our Housing Services Manager would deal with a complaint about the Association’s Allocations Policy (refer to Section 5).
Complaints about neighbours will be dealt with under our neighbour disputes procedure. If you have a complaint about the way we have dealt with a neighbour dispute, you can then use the complaints procedure.
We will always try to deal with complaints sympathetically, but there are some things we will not be able to give you information about. For example, it would be wrong for us to discuss with you the details of someone else’s housing application, as this would be a breach of confidentiality. We can, however, talk to you about how our allocations procedure works.