Who can use the Complaints Procedure?

Anyone who receives a service from Cordale Housing Association can use the complaints procedure, e.g. tenants (including those living in extra care housing), housing applicants etc.  The Association will also accept complaints or appeals from someone representing a customer where they need support in taking the matter forward.  Permission in writing from the person making the complaint should be obtained and presented to the Association along with the complaint or appeal.  The Association can arrange for assistance to people who have difficulty with written or spoken English, customers who require documents in large print and to disabled people. 

Where a complaint is signed by people from more than one household or if one individual is acting as a representative for all the signatories, the Association will only respond to that person.  In the event that there is no appointed representative, all signatories will receive a response from the Association.

Where a person chooses to withdraw a complaint it may still be appropriate for it to be pursued by the Management Committee to investigate the matter if considered necessary.