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?

Somer Community Housing Trust 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 any of our offices or Local Service Centres, or contact the Complaints Co-ordinator using the details below.

Somer Community Housing Trust
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 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?

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 15 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 10 working days.

What can you expect?

Housing Ombudsman Service member logo 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: