making a complaint This leaflet tells you how to make a complaint and how we will deal with your complaint
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1 making a complaint This leaflet tells you how to make a complaint and how we will deal with your complaint
2 making a complaint Our commitment to you We are committed to providing excellent services to all of our customers, all of the time. However, there may be times when things go wrong and you need to complain to us. When you do make a complaint, we will deal with your concerns efficiently and fairly, and aim to put things right as quickly as possible. We will also use your comments to improve our services in the future. Who can make a complaint? You can complain to us if you are dissatisfied with any aspects of our service. You don t necessarily have to be one of our tenants or leaseholders to make a complaint. You can be anyone who is getting, or trying to get, a service from us, (such as a housing applicant) or anyone acting on your behalf (such as a relative, friend, carer or an advice agency). Anonymous Complaints Complaints which are made anonymously will be considered carefully and action taken where required. Who should I talk to first? Most concerns can usually be sorted out straight away with the staff member you are dealing with this could be a Housing 2 Officer, Repairs Operative, Income Officer or Customer Service Representative. Tell them what has happened and they will try to resolve your complaint at the first point of contact. What if I am still not satisfied? If you feel that you have made every effort to try and resolve your concerns directly with the relevant service area but this has not been successful you may decide to make a formal complaint. A complaint is an expression of dissatisfaction, this may be due to: the quality of service delivery, or our failure to deliver a service the attitude of our staff or contractors, you may feel that you have been treated badly a failure in fulfilling our statutory or contractual responsibilities The length of time it took to provide a service A complaint is not: a request for a service a neighbour dispute or an anti social behaviour issue, unless you are not happy with the way we have dealt with a case a request for information on policy, or an appeal for a review of a decision an issue over 1 year old
3 It is important that you make your complaint as soon as possible after the initial dissatisfaction. If you wish to make a complaint about a council service not related to the management of your home, please contact the Cheshire West and Chester Council Complaint Team. Telephone Write to - The Solutions Team, Cheshire West and Chester Council, 4th floor HQ Building, 58 Nicholas Street, Chester CH1 2NP Website - How to make a complaint You can make a complaint in person, by telephone or letter, via or online. It is important when contacting us, that you provide as much information as possible. This will help us deal with your complaint quickly and efficiently. Please ask a member of staff if you need help to write your complaint and please tell us if you have any extra needs because of age, illness or disability which we will need to take into account when we reply to you. Investigation We will: Acknowledge your complaint within two working days of receiving it and tell you when you will receive a response; Tell you the name of the senior manager who will be responsible for investigating your complaint Provide you with a full response within 10 working days of the acknowledgement date, if this is not possible we will keep you informed of progress and advise you when a full reply can be expected. If you are not satisfied with our response you must tell us within 1 calendar month giving details of why you remain unhappy. We will then arrange for your complaint to be reviewed, otherwise your complaint will be closed. Complaint Review Panel If you ask us to review your complaint we will acknowledge your request within two working days and arrange for your complaint to be reviewed by our complaint panel. The panel will be made up of two residents and a Senior Manager (from another service area to that of the complaint). A meeting date and venue will be arranged within 28 working days of you requesting a review of your complaint. 3
4 making a complaint You will be welcome to attend this meeting to give your point of view; if you like you can bring someone with you. A copy of the report that will be presented to the panel will be issued to you 5 working days before the meeting. We will write to you with our full and final response within 10 working days of the panel review meeting. Keeping records We keep records of all complaints that we receive, regardless of the way the complaint is made. Each complaint that we receive is recorded on our internal complaint database. We will keep records of customers who have told us that have extra needs because of age, illness or disability. If we know about your circumstances, or if you tell us about them when you complain, we will take this into account when we reply to you. Confidentiality We will treat all personal information you provide us with, as confidential. All information will be treated in line with the Data Protection Act We will only give information to someone else if we have your permission to do so. What if I m uphappy with the outcome From 1 April 2013 if you have gone through our internal complaints procedure but are still unhappy, you have the right to ask for your complaint to be considered by a designated person. A designated person can be an MP, a local councillor or tenant panel. Their role is to try to resolve a complaint in one of two ways. They can try and resolve the complaint themselves or They can refer the complaint straight to the Housing Ombudsman Service If you do not want your complaint to be considered by a designated person you may contact the Ombudsman. The Ombudsman will normally expect you to have gone through all stages of Plus Dane EPN complaints procedure and have waited at least eight weeks before contacting them. The Housing Ombudsman Service is an independent body set up to provide a free and fair way of dealing with complaints about housing organisations. You can contact the Housing Ombudsman Service in the following ways: Write: 81 Aldwych, London, WC2B 4HN Phone: Fax: info@housing-ombudsman.org.uk Website: Satisfaction monitoring After your complaint has been closed, we think it is important to find out how easy you found it to make a complaint and how satisfied or dissatisfied you were with the way your complaint was handled. We will contact you to ask you a few questions so we know if you were happy with the process and if you weren t what we can do to improve our services in the future. Compliments and suggestions We don t just want to know when things go wrong, we are always open to new ideas about how we can improve our services. If you have a suggestion on how we can do things better please let us know. If we have done something really well then we would also like to hear from you. 4
5 You are unhappy with one of our services and want to make a formal complaint Tell us about it by telephone or by letter, by , in person or via our website Investigation by Service Area Manager Complaint acknowledged within 2 working days Complaint investigated and a full written response issued within 10 working days Complaint resolved to your satisfaction If you are dissatisfied with the response, please tell us why within 1 calendar month and we will arrange for the complaint review panel to look at your complaint End of process Complaint Review Panel Request for a review acknowledged within 2 working days Review date and venue arranged within 28 working days of your request for a review Copy of report issued to you 5 working days before the meeting Full and final response issued within 10 working days of the review panel meeting Complaint resolved to your satisfaction If you remain dissatisfied you can refer your complaint to a designated person or the Housing Ombudsman End of process 5
6 equality & diversity monitoring To help us ensure all our customers are treated fairly and not discriminate against, either directly or indirectly, on grounds of race, ethnic origin, gender, sexuality or disability, it would be helpful if you could fill out this form. Please tick each box which best describes you. Male Female Transgender Age under over 75 White Mixed Asian or Asian British Black or Black British Chinese or other ethnic Group British Irish White & Black Caribbean White & Black African White & Asian Indian Pakistani Bangladeshi Caribbean African Chinese Gypsy/Romany/Irish Traveller I do not want to give this information Do you have a disability Yes No I do not want to give this information What best describes your sexual orientation? Hetrosexual/straight Gay I do not want to give this information Thank you. We will not pass on this information to anyone else and will only use it to monitor and ensure our services are delivered fairly.
7 customer feedback form If you need help completing this form, please contact us. Title: First Name: Surname: Address: Postcode: Day time tel no: Evening tel no: address: Please tick what you are using this form to tell us: Complaint Compliment Your View Tell us the nature of your compliment, comment or suggestion: Tell us what you would like to happen Please sign and date this form Signed: Dated:
8 Translations available on request languages, Braille, audio format & large print available on request Plus Dane Group 7-9 Civic Way Ellesmere Port CH65 0AX t e customer.epn@neighbourhoodinvestor.com Opening Hours Offices are open 8.30am to 5.00pm Monday to Thursday, 8.30am to 4.30pm Friday (excluding bank holidays) Produced by Plus Dane Group Communications Team Sept 2013 [0291]
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