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?
Anyone who is affected by the things we do, the services we
provide or the policies we operate.
How do I make a comment or complaint?
You can do so in person by speaking to a member of staff on site
or your project team leader, or contact the Complaints Co-ordinator
using the details below.
Shape Housing Association
FREEPOST (SWB 10574)
River Place
Lower Bristol Road
Bath
BA2 1ZZ
01225 366000
enquiries@somer.org.uk
What is a complaint?
A complaint is when you tell us you 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?
When your complaint is received, the members of staff dealing
with it will contact you within 24 hours. They will offer you
action to resolve the problem and a time scale for that action. If
you are not satisfied with our response or the matter is more
complicated or of a serious nature, you can use our formal
complaints procedure, which is outlined below:
Stage 1
We will acknowledge your complaint within three working
days and tell you who is dealing with it. At Stage 1 this will be
the manager of the relevant service area. They may ask you for
further details and may suggest an interview or visit to your home.
The manager will normally provide you with a full written response
to your complaint within 10 working days. We hope that most
complaints can be resolved at this stage. If your complaint is
about a manager, this will be investigated by their line manager or
an equivalent senior member of staff.
Stage 2
If you are not satisfied with our response you can ask to move to
Stage 2. We will ask you to tell us why you think we should
investigate your complaint further. At Stage 2 your complaint will
be investigated by an appropriate senior manager. They will
normally provide you with a full written response to your complaint
within 10 working days.
Stage 3
If you are still not satisfied with our response, you can ask to
move to stage 3. We will ask you to tell us why you feel we should
investigate your complaint further. At stage 3 your complaint will
be reviewed by a Complaints Panel. The panel is made up of two
board members, one of whom will be a resident, and a member of the
Group Executive team. You will be invited to attend the Complaints
Panel meeting and 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.
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.
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