Let us know Complaints, comments and compliments. 8 (

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1 Complaints, comments and compliments 8 ( If you have difficulty reading this document it can be provided in alternative formats and languages. Contact us on for more information.

2 Introduction Let Us Know Compliments and Complaints We are committed to providing a high-quality housing service in a professional and efficient manner. All our staff members are trained to provide the highest possible standard of service. However, when our service does not meet those standards, we would like you to let us know. We welcome your complaints, compliments and suggestions because we use your feedback to identify areas of our service where we need to improve. We keep records of all the complaints we receive. We check complaints regularly to make sure we are dealing with them effectively and consistently. Who can complain? Any of our customers. These include: [ KHT Tenants or representatives (e.g. friends or family acting on behalf of the tenant with their permission.) [ Leaseholders [ The complaints procedure is not a legal process; therefore solicitors may only act as an advocate and not as a legal representative. [ Housing Applicants [ Non-KHT tenants or members of the public [ Councillors, MPs and other elected representatives [ Citizen s Advice Bureau and other advocacy agencies [ Board members. 1

3 What is a complaint? A complaint is an expression of dissatisfaction with a standard of service, action or lack of action from KHT where a response is required. This could include a perceived service failure or a failure against local or national standards. A formal complaint is not: [ a request for a service e.g. initial reporting of a repair [ a request for information on our policy, or [ an appeal for a review of a decision. KHT will aim to handle all expressions of dissatisfaction at first point of contact and informally. However, if the action taken does not resolve the complaint a formal complaint will be logged and fully investigated in line with our 3 stage procedure. How to make a formal complaint We will try to resolve your complaint at the time you make it. However, if you are not happy with the outcome, then you can: [ complete the attached form with free postage at the back of this leaflet [ phone [ enquiries@firstark.com [ visit our website: [ complain in person to a member of staff in any of our offices [ write a letter. 2

4 What will happen next? Stage 1: INVESTIGATION by a Customer Complaints Advisor [ Every Formal complaint received will be recorded, acknowledged and passed to a complaints advisor who will contact you within 3 working days to gain any further information and establish how you want the complaint to be resolved [ The complaints advisor will then investigate your complaint [ We will give you a full response to your complaint within 10 working days. If there is any delay, we will send you a letter to let you know [ If you are not happy with the outcome, you should let us know within 14 days [ Your complaint will then be escalated to stage 2 [ If you do not respond within 14 days to tell us that you are not happy with the outcome, then we will close the complaint and send you a satisfaction survey. Stage 2: REVIEW and INVESTIGATION by a more Senior Officer [ A more senior officer will review and investigate your complaint [ We will let you know of the outcome within 15 working days from when the senior officer receives your escalation [ If you are still not happy, you should let us know within 14 days [ Your complaint will then be escalated to stage 3 3

5 [ If you do not respond within 14 days to tell us that you are not happy with the outcome, then we will close the complaint and send you a satisfaction survey. Stage 3: REVIEW by a Complaints Panel [ A complaints panel will review your complaint [ You can choose to present your case to us in person either at home or at our office. Alternatively, you can put the details of your complaint in writing [ If you decide to present your case in person, you can ask a friend, relative or other advocate to come with you for support, or to speak on your behalf [ We will give you the outcome of your appeal as our full and final response within 10 working days of the meeting. Designated Person and Ombudsman Services From the 1st April 2013 a new filter has been introduced between KHT s internal complaints procedure and the Housing Ombudsman Service. This is called the designated person stage. This means that after KHT s internal procedure is finished customers can go to; Any MP Any Councillor in Knowsley The designated person will work with the customer and KHT to resolve the complaint locally so it does not have to go to the Housing Ombudsman. If the designated person cannot resolve it locally they can refer it to the Housing Ombudsman. Alternatively you can wait 8 weeks and refer the complaint to the Housing Ombudsman yourself. 4

6 Housing Ombudsman Service, 81 Aldwych, London, WC2B 4HN Tel: The Housing Ombudsman Service will only deal with cases that have been through our complaints process. If you wish to make a complaint about a service provided by Knowsley Metropolitan Borough Council, you must contact them directly on Satisfaction monitoring After your complaint has been closed, we will contact you to ask: [ How satisfied are you with the way we handled your complaint? [ How can we improve? Compliments and suggestions If you would like to compliment us or make a suggestion or comment as to how we can improve our services, please contact any member of staff. You may want to use this Let Us Know form. We will pass compliments to the relevant member of staff or team and keep a record of your compliments. Please use the enclosed form to make a compliment, comment or complaint. 5

7 How the complaints process works How the Complaints Process Works Formal complaint made to KHT Stage 1 complaint We write to you to acknowledge your complaint We phone you within 3 working days. We let you know the outcome of your complaint within 10 working days. You are satisfied with the outcome. If you are not satisfied with the outcome, let us know within 14 days. Stage 2 complaint We let you know the outcome of your complaint within 15 working days. You are satisfied with the outcome. If you are not satisfied with the outcome, let us know within 14 days. Stage 3 complaint We arrange for a Panel to review your complaint. You can attend the meeting if you wish. We will let you know the outcome of the review within 10 working days of the meeting. You are satisfied with the outcome. If you are still not satisfied, contact a designated person or wait 8 weeks and contact Housing Ombudsman Service 6

8 TENANT APPROVED Version 6 March 2016

making a complaint This leaflet tells you how to make a complaint and how we will deal with your complaint

making a complaint This leaflet tells you how to make a complaint and how we will deal with your complaint www.neighbourhoodinvestor.com making a complaint Our commitment to you We are committed to providing