Comments and complaints
We welcome all the feedback you can give us -
comments, compliments and complaints. When we have done something
really well it is nice to be told about it. If we haven’t done so
we would like you to tell us, so that we have an opportunity to put
things right and improve our service.
Who can comment or complain?
Redland Housing Association is an open and learning
organisation. Anyone who is affected by the things we do, the
services we provide or the policies we operate can make a
complaint.
How do I make a comment or complaint?
You can do so in person at our office or contact us using
the details below.
Redland Housing Association
FREEPOST (BS7858)
Holly House
Corbet Close
Lawrence Weston
Bristol
BS11 0ZY
0117 938 2700
housing.admin@redlandha.co.uk
What is a complaint?
A complaint is when a customer tells us they are not happy.
For example if:
- We have failed to do something we said we would do, or acted
too slowly.
- The level of service provided did not meet an acceptable
standard.
- We have not followed a published policy or procedure.
- You have a complaint about a member of staff or
contractor.
A complaint is not:
- A request for service.
- A first report of a fault or defect.
- A query about a policy.
- A request for information.
The comments and complaints procedure deals with complaints
about us, so a complaint about your neighbour would not be dealt
with under this procedure.
What can you expect?
We will:
- Welcome your feedback.
- Aim to resolve the complaint at the first point of
contact.
- Deal with your complaint as quickly as possible.
- Take your complaint seriously, look at all the points you raise
and provide an appropriate response.
- Deal with all complaints, professionally, sensitively,
sympathetically and with due regard to confidentiality.
- Deal with you fairly and consistently, and undertake a full and
impartial investigation.
- Apologise where things have gone wrong.
- Offer compensation where relevant, in accordance with our
policy and procedure.
- Treat you with respect in line with our equality and diversity
policy.
- Keep you informed of progress and outcomes using your preferred
method of communication.
- Check your satisfaction with the outcome and our handling of
your complaint.
- Use the feedback to review and improve the way we provide
services.
- Implement promptly and in full, any determinations made by the
Housing Ombudsman.
What happens to your complaint?
Often, our housing and technical officers can sort out problems
informally. You can contact them in person, by phone or in writing,
and they will write to you within 10 working days to
confirm what they have done or agreed. If you don't want to do
this, or are not satisfied with the outcome, you can make a formal
complaint using the following procedure:
Stage 1
The Housing or Technical Manager will deal with your complaint.
You will receive an acknowledgement within three days and
a written reply within 10 working days. If you are still not
satisfied, go to stage 2.
Stage 2
Send your complaint to the Head of Customer Services who will
investigate your complaint. You will receive a written reply within
10 working days. If you are still not satisfied with the Head of
Customer Services' reply, go to stage 3.
Stage 3
You can refer your complaint to the Complaints Panel.
Please tell us whether you would like to meet them in person or
consider your complaint in writing.
The Appeal Panel will investigate your complaint. If they have
considered your complaint in writing, you will receive a written
reply within 20 working days. If you have asked for a personal
hearing, we will arrange a convenient date and send you a reply
within 10 working days of that hearing. You may bring up
to three friends or advisers with you.
The Complaints Panel will have the final
say on whether the action we have taken is fair and reasonable. We
will notify you of the decision in writing within five working
days.
What can you expect?
We aim to resolve all complaints to your satisfaction.
However, if your complaint has been through all of the stages of
our comments and complaints procedure and you are still not
satisfied with our response, you may take your complaint to the
Independent Housing Ombudsman:
Independent Housing Ombudsman
81 Aldwych
London
WC2B 4HN
020 7421 3800
0845 7125973 (lo call)
020 7404 7092 (minicom)
info@housing-ombudsman.org.uk.
Housing Ombudsman
Service website.