Tell us what you think! If you have a complaint, compliment, suggestion or any other comments, please complete the enclosed form.

Transcription

1 Tell us what you think! If you have a complaint, compliment, suggestion or any other comments, please complete the enclosed form.

2 The Havebury Housing Partnership aims to provide high quality services to its tenants, leaseholders and local residents. Suggestions and other comments Havebury welcomes any suggestions about how we can improve and we appreciate any compliments you have about either our services or a member of staff. Complaints 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 want you to tell us. We can then try to put things right and improve our services in the future. Who can make a complaint? Anyone who receives a service or who is affected by our work. What is a complaint? Something that could be a complaint would be if you think we have: done something wrong not acted in a timely manner failed to do something that we should have done not been helpful and courteous to you given you wrong information treated you unfairly What is not a complaint? A request for a service such as a repair, or asking us to deal with anti-social behaviour, is not a complaint. These will be dealt with by the relevant teams. If we then fail to deal with your request, this would be something you could ask to be dealt with through the formal complaints procedure.

3 Complaints procedure Stage zero If you make an informal complaint, we will aim to resolve your problem within two working days. If you are not satisfield then you can request that it goes through the formal complaints procedure. What can you expect when you make a formal complaint? Once you have made a formal complaint, Havebury will follow the process outlined below: Stage One We will confirm that we have received your complaint within two working days along with the name of the person dealing with it. We aim to investigate your complaint and reply to you within ten working days. If you are not satisfied with the response at stage one you can ask for it to be looked at by a Head of Service within 28 days of our reply. Stage Two We will acknowledge your request to go to stage two within two working days and let you know the name of the appropriate Head of Service. Again we aim to investigate your complaint and reply to you within ten working days. If you remain dissatisfied with the response from the Head of Service you can ask for it to be taken to an appeal panel hearing within 28 days of our reply. Stage Three We will acknowledge your request within two working days and aim to arrange the appeal panel hearing as soon as possible. At the panel hearing your complaint will be heard by the Director of Operations and two Board Directors. If you are not satisfied with the decision made at the panel hearing then you can take your complaint to the Housing Ombudsman Service. The Housing Ombudsman Service is set up by law to look at complaints about registered housing providers, including housing associations and other landlords, managers, and agents. Their service is free, independent and impartial. Stage Four We will assist the Housing Ombudsman Service with their enquiries and follow any recommendations they may make.

4 You can contact the Housing Ombudsman on: Housing Ombudsman Service 81 Aldwych, London WC2B 4HN For Info: Tel: Fax: Lo-Call: Minicom: Ways to contact Havebury There are a number of ways that you can contact us to make a complaint, compliment, suggestion or any other comments. You could use this form to provide us with the information or use the following methods: In person: At our offices in Bury St Edmunds or Haverhill, or when a member of the Havebury team visits you at home. Our offices are open Monday to Thursday 9am to 5pm and Friday 9am to 4pm but are subject to change so please check our website for the latest information. In writing: Havebury House, Western Way, Bury St Edmunds, IP33 3SP By tel: By office@havebury.com Online: Complaint, compliment, suggestion or other comments leaflet. Do you need a copy in large print, on audio or a translation? If so please call: Skargi, pochwały, sugestie lub inne ulotki komentarzy. Czy potrzebujesz egzemplarza o większym rozmiarze, na nośniku audio lub tłumaczenia? Aby otrzymać tę informację na egzemplarzu o większym rozmiarze, na nośniku audio lub tłumaczenia, zadzwoń: Жалоба, благодарность, предложение или другой листовке комментарии. Вам нужна копия большого формата, на аудионосителе или перевод? Чтобы получить эту информацию, распечатанную в большом формате, на аудионосителе или ее перевод, звоните: Denúncia, sugestão, elogio ou folheto outros comentários. Precisa deste documento num formato de impressão maior, em áudio our traduzido? Ligue para o se quiser receber esta informação num formato de impressão maior, em áudio ou traduzido. Printed on 75% Recycled Paper HAVE98 CS 05/11

5 Complaint, compliment, suggestion or other comments. Please complete and detach this form and return it in the FREEPOST envelope provided. Full Name... Address... Postcode... Home telephone number... Mobile telephone number... address... Have you discussed this with a member of staff? YES/NO If YES, what was their name?...

6 Please give details of your complaint, compliment, suggestion or other comments. If you have a complaint what can Havebury do to put things right? Please complete and return this form in the freepost envelope.