How to make a complaint

How to make a complaint

We aim to give you the best service possible, but if something goes wrong, we want to know. Complaints give us valuable information about how we can improve our services. All complaints received by Severnside Housing are taken seriously and will be responded to quickly and fairly in line with our Complaints Policy. As well as resolving complaints, we use them to learn and continuously improve the services that we offer. We let our board and residents groups know about any trends in complaints. We do not report on individual cases. What is a complaint? We define a complaint as an expression of concern or dissatisfaction, however made, about something over which the company (or anyone acting on our behalf) has direct control. This means that you can complain if you think: we failed to do something we should have done; or we did something wrong, or to a poor standard. Please don t use our complaints procedure if you: want a service from us (for example, if you need a repair); want information about any part of our service; or want to talk to us about a problem with your neighbour, or someone else living near you. 1

For these issues, you should call our customer service centre on 0300 300 0059 or 01743 285000. How to make a complaint You can make a complaint in the way you prefer, for example: by email at enquiries@severnsidehousing.co.uk; in person at our reception; by telephone on 0300 300 0059 or 01743 285000; in writing; and on the form at the back of this leaflet. When making a complaint, please tell us: the exact detail of what your problem is; the names of anyone you have already dealt with at Severnside Housing; and what you would like us to do to resolve the matter. What happens to your complaint? As soon as we receive your complaint it will be recorded and investigated by a member of staff. We ll always try and resolve your complaint immediately and we ll apologise when we get it wrong. 2

Complaint received If we cannot resolve your complaint immediately it will be passed to the legal team. The legal team will: log your complaint on the database; acknowledge your complaint within three working days of receipt; and immediately send your complaint to the relevant team manager. LEVEL 1 The team manager will: Investigate your complaint, deal with it and respond to you, normally within ten working days. LEVEL 2 The relevant head of service or executive director will: Review your complaint and respond to you, normally within ten working days. Our chief executive is informed of each complaint at this stage. If not satisfied with the response you receive, you can ask for a level 2 review. If still not satisfied with the response you receive, you can ask for a level 3 review. 3

LEVEL 3 The complaints panel will: Invite you to a hearing, normally within 15 working days. Advise you of the decision of the panel within five working days. Contacting a designated person If you are satisfied with the response, the file can be closed If, at the end of level 3, you are still not satisfied with our response to your complaint you can contact a designated person. This is an MP, a local Councillor or a recognised tenant (complaint) panel. If they can t help they can, at their discretion, refer your complaint to the Housing Ombudsman. Appeal to the Housing Ombudsman Service If you are not satisfied you can contact the Housing Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9GE. Telephone: 0300 111 3000. Website: www.housing-ombudsman.org.uk Please note, the Housing Ombudsman Service cannot deal with your complaint unless either a designated person refers your complaint to them, or you wait at least eight weeks from the end of our complaint process. 4

Complaints Leaflet 2014_Layout 1 24/03/2014 15:57 Page 6 If you would like any more information about Severnside Housing, please contact us: Write to us Severnside Housing Brassey Road Old Potts Way Shrewsbury SY3 7FA Ring us 0300 300 0059 or 01743 285000 Email us enquiries@severnsidehousing.co.uk Visit our website www.severnsidehousing.co.uk Follow us on Twitter or find us on Facebook Severnside Housing provides a telephone interpreting service for more than 150 languages and can provide this document in a range of formats. Jes li potrzebna jest jakakolwiek pomoc w zrozumieniu niniejszego dokumentu, lub potrzebne jest t umaczenie na inny jezyk, prosze o telefon na numer 0300 300 0059. This document is also available in: Large print Audio tape Braille Different Languages Severnside Community Association LH4325. A company limited by guarantee. Company No. 04025816. FSC Printed on paper from sustainable forests with FSC mixed source credit. Version 04/2017

Equal opportunities monitoring form This information helps us to check and make sure that all customers have equal access to our services. We hope that you will feel able to complete this form, which will be used for monitoring and research purposes. With your consent, we would also like to use this information to update our records to make sure our services meet your needs. Your responses will be stored on our computer systems in accordance with data protection legislation. Please sign the bottom of this form to confirm that you are happy for us to use the information for this purpose. Q1. Please provide your name... Q2. Please provide your date of birth... Q3. Gender Male Female Transgender Rather not say Q4. How would you describe your sexuality? Heterosexual Bisexual Gay man Rather not say Lesbian Q5. To which of these groups do you consider you belong? White British Other white Irish Black or Black British Caribbean Other black African Mixed White & Black Caribbean White & Asian Other mixed White & Black African Asian or Asian British Indian Bangladeshi Pakistani Other Asian Chinese Traveller / Gypsy Other Rather not say Q6. What is your religion or belief? None Sikh Hindu Christian Muslim Other Buddhist Rather not say Q7. Do you have a long term health problem or disability? (This means a physical or mental impairment which has a substantial and long term effect on your ability to carry out normal day to day activities) Yes No Rather not say Signed...

Complaints form Your details Name... Address... Telephone... Mobile... Email... What is your preferred method of us contacting you? Telephone Mobile Email Post Other (please give details)... Please give full details of your complaint. Remember to include the exact details of the problem, the names of anyone you have already dealt with at Severnside, and what you would like us to do to resolve the matter. Please continue on a separate piece of paper if necessary. Send your completed form, in an envelope to: The legal team, Severnside Housing, Brassey Road, Old Potts Way, Shrewsbury SY3 7FA