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Feedback and Complaints

We are committed to providing excellent services for all our customers and Oasis service users. We set ourselves high standards. However we know that things can sometimes go wrong. If you are unhappy with a service that you have received from us and wish to make a complaint, we would like to hear about it. We can then try to put things right and improve our services. We would also like to know where things have gone well – we would appreciate any compliments you may have.

What is a compliment or complaint?

If you think we have:

  • Done something wrong or right
  • Failed to do something that we should have done or done something well
  • Not been helpful and courteous to you or been extra helpful
  • Given you wrong information or provided you with useful information
  • Treated you unfairly or treated you well

Then you should contact us to let us know.

A request for a service, such as a request for a repair is, however, not a complaint. This would only become a complaint if we failed to deal with it properly.

How can I make a complaint/compliment?

Please contact our Customer Services Team if you want to give us some feedback. You can phone us, call in, write to us, send us an email or get in touch through our website. Our contact details are on the back of this leaflet.

Please let us know if you need any extra help such as an interpreter or signer or if you want a friend or relative or someone from another organisation to speak to us on your behalf. We will be happy to help you with this.

How will you handle my complaint?

We encourage our staff to try and sort out the problem straight away by finding out what has gone wrong and agreeing a solution with you. If this is not possible you can ask for your complaint to be dealt with formally by a complaints panel.

Stage 1

When we receive a complaint we will:

  • Let you know within one working day that we have received it.
  • Tell you the name of the person who is dealing with the matter.
  • Contact you to discuss your complaint within 3 working days of the complaint being received.
  • Write to you within ten working days of the complaint being received to explain our findings. We will also tell you what action we will take if any.

Stage 2 – Complaints Panel

If you are unhappy with the outcome of stage 1 you should let us know within twenty working days and your complaint will be dealt with by a Complaints Panel.

We will:

  • Set up a Complaints Panel meeting within twenty working days of your request to appeal the outcome of stage one. The Panel will consist of two customers that are members of the scrutiny panel and normally the Director of Customer Services unless he or she has had any involvement in the matter in which case another member of the Executive Team will take his or her place.
  • Advise you about the Complaints Panel. In some cases we will ask complainants to submit a summary of their complaint.
  • Give you the chance, at the Panel to present your case. You can bring an advocate, such as a relative along with you. We only ask that any advocate is not acting in a legal capacity. The Panel will hear the case and ask you questions.
  • Advise you within 5 working days of the Panel of our decision, subject to any further investigation being required

How can I take my complaint further?
In the unlikely event that you remain dissatisfied following our internal two stage process you can contact the Housing Ombudsman Service if you want to take your complaint further. The Ombudsman is an independent organisation which deals with disputes between tenants, service users and their landlords. They would expect you to have followed the two stages in our complaints procedure before contacting them.

From April 2013 onwards it is likely that the Housing Ombudsman will refer you to a “Designated Person” in the first instance to try and resolve your dispute with us. This could be an MP, a local councillor or a tenant panel.

The Housing Ombudsman address is:

Housing Ombudsman Service
81 Aldwych
London WC2B 4HN

Tel: 020 7421 3800

Email: info@housing-ombudsman.org.uk
www.ihos.org.uk

What will you do differently as a result of my feedback?

We will consider all complaints and compliments and decide how we can improve our services. We will let you know what changes we are making through our “Feedback” newsletter and through our website.

Reports will also be made to the Manningham Board and to the Scrutiny Panel with recommendations for any improvements.

Contact us:

Website: www.manninghamhousing.co.uk
Email: info@manninghamha.co.uk
Telephone: 01274 771144

Manningham Housing Association
Bank House
30 Manor Row
Bradford
West Yorkshire
BD1 4QE

If you require this document in another format, for example Braille, large type or audio tape/CD please call the number above.

If English is not your first language, we can offer an interpreter to explain this information to you.


PDF Making a Compliment, Comment or Complaint