Customer Complaints. www. Learning from you

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Mabel Garrison
5 years ago
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1 Customer www Learning from you

How to make a complaint and what to expect during the process Westward aims to provide effective and efficient services. We know that occasionally things can go wrong.

We define a complaint as: a service that has been performed poorly or not at all. This relates to our staff and contractors We have a formal three stage procedure for dealing with complaints.

A complaint is when a customer tells us they are dissatisfied with a service we have provided, or the way in which a member of our staff has conducted themselves.

2 How to make a complaint and what to expect during the process Westward aims to provide effective and efficient services. We know that occasionally things can go wrong. If you are unhappy with a service that you have received from us and wish to make a complaint, we want you to tell us. What is a complaint? We define a complaint as: a service that has been performed poorly or not at all. This relates to our staff and contractors We have a formal three stage procedure for dealing with complaints. Customer satisfaction is a key measure of our service. By treating complaints seriously and learning from customer feedback we can always improve. A complaint is when a customer tells us they are dissatisfied with a service we have provided, or the way in which a member of our staff has conducted themselves. An enquiry is when a customer contacts us to ask us something about their home or tenancy. For example, a customer might ask for information on their rent account. A request is when a customer contacts us to do something to their home or tenancy. For example, a customer may ask for a repair to their home. If we fail to deal with an enquiry or request this may become a complaint. 2

@ www Making a complaint You can make a complaint in person, by telephone, letter and email, via our website or by using the customer complaints form.

Complaints can be received from any source, including those acting as advocates for our customers (such as relatives, neighbours, and community leaders providing they have permission from the

We will ask a group to nominate a spokesperson and only deal with that person until the complaint is resolved.

3 @ www Making a complaint You can make a complaint in person, by telephone, letter and , via our website or by using the customer complaints form. Please ask if you need help to make a complaint Who can make a complaint? Complaints can be received from any source, including those acting as advocates for our customers (such as relatives, neighbours, and community leaders providing they have permission from the customer), MPs, councillors, external agencies, local authorities, members of the public and our regulators. A complaint can also be made by a group or one person representing a group of people. We will ask a group to nominate a spokesperson and only deal with that person until the complaint is resolved. Complaints we will not accept A very small minority of customers persist unreasonably with their complaints. We want staff to respond with patience and sympathy to the needs of all our service users. We need to distinguish between people who make a number of complaints with good cause because they really think things have gone wrong, and people who are simply being difficult without sufficient cause. We will not normally consider a complaint about something that happened more than 12 months before and had not already been brought to our attention. 3

Our complaints procedure We try to resolve complaints as early as possible, and time-scales are included in our formal complaints procedure.

It helps us to focus on what our customers want. If you feel that we have done something well, let us know.

4 Our complaints procedure We try to resolve complaints as early as possible, and time-scales are included in our formal complaints procedure. Stage 1: An investigation by the appropriate staff member 1 Compliments It is helpful to hear from you when you are pleased with our services. It helps us to focus on what our customers want. If you feel that we have done something well, let us know. When receiving a complaint from you, we will: n Acknowledge your complaint within three working days and advise you of the staff member who will deal with it. n Arrange for your complaint to be fully investigated by this staff member, which could include an invitation to meet with you and discuss it. n Investigate as quickly as possible and advise you of the outcome within 10 working days of the acknowledgment. If it will take longer, we will let you know in good time. 4

Stage 2: A review of the first stage by a senior manager or director.

We will then: n Send you an acknowledgement within three working days and let to you know who will be carrying out the review.

n Deal with it as soon as possible and advise you of the review outcome within 10 working days. Please note: it will not be possible to review new issues or evidence at stage 2.

5 Stage 2: A review of the first stage by a senior manager or director. If you are not satisfied that we have resolved your complaint, you should let us know within 20 working days of receiving our stage 1 response. We will then: n Send you an acknowledgement within three working days and let to you know who will be carrying out the review. n Arrange for an appropriate senior manager or director to review the complaint investigation and the decision made. n Deal with it as soon as possible and advise you of the review outcome within 10 working days. Please note: it will not be possible to review new issues or evidence at stage 2. This should have occurred at stage Stage 3: Taking things further If you believe that we have still not resolved your complaint, you may ask for the complaint to be reviewed at stage 3, within 20 working days of receiving the stage two decision. You should let us know why you feel your complaint has not been adequately addressed at stages 1 and 2. We will arrange for an independent review by a panel of members from our governing body, drawn from an independent member of the Group board, a member of the Scrutiny panel, a member of the Customer complaints group,(not local to the complaints area), and board member from another housing association. The panel will: n Acknowledge your request for a panel meeting within three working days. n Arrange for the panel to meet within 25 working days of your request. n Provide you with details on what to expect at a panel meeting, and give you the option to attend to present your case. n Send you the outcome of the review within 10 working days of the panel meeting, or other timescale agreed during your review. This is the final stage of the internal complaints procedure 5

6 There is a provision in the Localism Act 2011, for you to refer your complaint to a Designated Person. If you would like more information on the Designated Person please contact the Complaints Coordinator on Alternatively, you can refer your complaint to the Independent Ombudsman, 8 weeks after you have completed our internal complaints process. For shared owners and long leaseholders, the complaint can be taken to the Leasehold Valuation Tribunal. Independent Ombudsman, 81Aldwych, London, WC2B 4HN. Tel: info@housing-ombudsman.org.uk If you or someone you know would like this Customer Complaints leaflet on CD, in large print, in Braille, or translated into another language please contact our Communications Team on or info@westwardhousing.org.uk info@westwardhousing.org.uk Tel: Templar House Collett Way Newton Abbot TQ12 4PH August Westward Westward includes: includes: Westcountry, and Support, Tarka, Tarka, Help to Buy South South West West Homes and and Horizon Horizon Homes. Homes. Westward Westward Group Group Ltd Ltd is an is an exempt exempt charity, charity, registered reg. soc. under no R Industrial (address & Provident as above). Soc. Westcountry Act 1965 No R. Association Tenant Services Ltd, exempt Authority charity, (TSA). reg. the soc. Regulator no R of Social (address as Westward). No. L4510. Tarka Ltd, Tarka House, Clovelly A Road member Industrial of the Estate, National Bideford EX39 Federation. 3HN. Exempt charity and reg society no R

7 Customer complaints form Please tick applicable box(es): Do you wish for this to be treated as a comment for us to note and use? Do you wish for this to be treated as a formal complaint? Have you complained about this before? If yes, please say who you complained to and when. Please use this space to suggest what we should do to resolve your complaint? For example, you might be seeking a formal apology, compensation for a loss or for poor work to be corrected. Perhaps you can suggest a service improvement. Signed: Date: More information on complaints can be found on our website. If you have any queries on #the complaint process, please contact us. 7

Customer complaints form You can use this form or you can contact us in person, by letter, phone, email or via our website to make a complaint.

8 Customer complaints form You can use this form or you can contact us in person, by letter, phone, or via our website to make a complaint. We take your views seriously and will do what we can to resolve your complaint. Name: Address: Daytime phone number: address: What is your complaint about? Please give us as much detail as you can, so that we can investigate fully. 8 #

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