HAFOD MAKING A COMPLAINT [NEW]_Layout 1 21/03/2013 17:06 Page 1 MAKING A COMPLAINT FEBRUARY 2010
HAFOD MAKING A COMPLAINT [NEW]_Layout 1 21/03/2013 17:06 Page 2 ABOUT THIS BOOKLET This booklet outlies your rights with regard to makig a complait. It looks at: our policy with regard to complaits how we deal with specific complaits how we use complaits to improve our services CONTENTS HAFOD S COMPLAINT POLICY... 3 WHAT IS A COMPLAINT?... 3 WHO CAN MAKE A COMPLAINT?... 3 WHY MAKE A COMPLAINT?... 3 COMPENSATION... 3 ANONYMOUS COMPLAINTS... 4 HOW TO COMPLAIN...4 WHERE TO COMPLAIN... 4 THE COMPLAINTS PROCESS... 5 PUBLIC SERVICE OMBUDSMAN FOR WALES...6 USING COMPLAINTS TO REVIEW OUR SERVICES... 6 CUSTOMER CARE, COMPLAINTS AND COMPLIEMENTS STANDARD... 7 2 Makig a complait
HAFOD MAKING A COMPLAINT [NEW]_Layout 1 21/03/2013 17:06 Page 3 HAFOD HOUSING COMPLAINTS POLICY Hafod Housig Associatio aims to be ope ad accoutable at all times. Our complaits policy is desiged to make sure that ay complaits are dealt with fairly ad impartially withi a agreed legth of time. WHAT IS A COMPLAINT? We defie a complait as; a expressio of dissatisfactio, however made, about the stadard of service, actios or lack of actios by the Associatio, its staff or agets, which affects ay idividual or group of service users. WHO CAN MAKE A COMPLAINT? Ayoe ca make a complait if they are receivig or seekig a service from the Associatio. We also accept complaits from ayoe actig o behalf of someoe who is ot able to complai persoally. WHY MAKE A COMPLAINT? If you are uhappy with a service provided by us please let us kow; we are committed to providig high quality services ad if they fall below the stadard you expect, we wat a chace to put it right. Complaits also provide valuable feedback; they let us kow where we eed to improve or chage thigs. COMPENSATION If you make a valid complait we will offer fiacial compesatio if the problems that led to your complait resulted i you: losig moey livig i poor coditios loger tha is reasoable. spedig a ureasoable or sigificat amout of time pursuig the complait. sufferig exceptioal worry, distress or icoveiece. Makig a complait 3
HAFOD MAKING A COMPLAINT [NEW]_Layout 1 21/03/2013 17:07 Page 4 ANONYMOUS COMPLAINTS We will accept aoymous complaits ad ivestigate them as fully as possible. We prefer however to be able to check details of a complait ad give people feedback; we obviously caot do this with aoymous complaits. HOW TO COMPLAIN You ca make a complait i perso, by post, by telephoe, by email or via the website. If you decide to put your complait i writig, please use the Complaits Form icluded with this booklet. WHERE TO COMPLAIN Hafod Housig Associatio is a large orgaisatio that has a umber of differet departmets dealig with differet services. The ature of your complait will decide who the most appropriate perso to deal with it is. For example, if you are ot happy with the cleaig service your complait should go to your Housig Officer as they are resposible for moitorig the quality of this service. If your complait is about the behaviour of a particular member of staff the complait should be dealt with by their maager. OUR CONTACT DETAILS ARE: Hafod Housig Associatio Ltd St Hilary Court, Copthore Way, Culverhouse Cross, CARDIFF, CF5 6ES Tel: 029 2067 5800 Fax: 029 2067 5898 email: equiries@hafod.org.uk www.hafod.org.uk 4 Makig a complait
HAFOD MAKING A COMPLAINT [NEW]_Layout 1 21/03/2013 17:07 Page 5 THE COMPLAINTS PROCESS Whe you let us kow you are ot happy with a service we provide, our first priority is to sort out the problem. I most cases we are able to do this quickly ad to your satisfactio. If the complait is of a serious ature, or we have ot bee able to resolve a less serious complait to your satisfactio, we follow the procedure stated below. STAGE ONE The relevat Service Maager will ivestigate the complait ad try to resolve the situatio. They will ackowledge your complait withi 7 days ad provide you with a full respose withi 28 days. If your complait is about the Service Maager you should complai directly to the Maagig Director. STAGE THREE If you are ot satisfied with the respose provided by the Maagig Director your complait ca be referred to The Board of Hafod Housig Associatio. STAGE TWO If you are ot satisfied with the respose provided by the Service Maager your complait will be passed to the Maagig Director. They will ackowledge your complait withi 7 days ad provide you with a full respose withi 28 days. Makig a complait 5
HAFOD MAKING A COMPLAINT [NEW]_Layout 1 21/03/2013 17:07 Page 6 PUBLIC SERVICE OMBUDSMAN FOR WALES We would like the opportuity to put right the stadards of our services that you are uhappy about. You ca cotact the Public Services Ombudsma at ay time. However they would ormally expect you to have give us the opportuity to look at your complait before cotactig them. USING COMPLAINTS TO REVIEW OUR SERVICES We systematically record ad moitor all complaits. A summary of all the complaits received are reported quarterly to the Associatio s Board ad used to direct attetio to the areas i which we eed to improve. If we have bee give the opportuity to deal with your complait ad you are still uhappy, you ca cotact the: Public Services Ombudsma for Wales 1, Ffordd yr He Gae Pecoed CF35 5LJ Tel: 01656 641 150 Fax: 01656 641 199 Email: ask@ombudsma-wales.org.uk Website: www.ombudsma-wales.org.uk Public Services Ombudsma for Wales booklets are available i our office, o our website, or we ca sed you oe o request. 6 Makig a complait
HAFOD MAKING A COMPLAINT [NEW]_Layout 1 21/03/2013 17:07 Page 7 CUSTOMER CARE, COMPLAINTS AND COMPLIMENTS STANDARD STANDARD Whe you cotact us we will treat you with respect, courtesy ad cosideratio. We will deal with your equiry i a effective ad timely maer ad keep you iformed of progress. Everyoe will be treated equally, hoestly ad fairly, placig people who wat to use our services at the heart of our work. HOW WE WILL WORK TO ACHIEVE THE STANDARD Aswer telephoe calls quickly ad give you our ame whe we aswer. holidays. The office will be accessible to all, ad our receptio areas will be clea ad tidy. Coect you quickly to the perso you eed to speak to. If they are uavailable we will give you their ame ad arrage for aother perso to speak to you. Provide a cotact ame ad umber o all correspodets. Make sure all letters ad publicatios will be writte clearly ad available i other laguages ad formats upo request that are suitable for your eeds. Deal with your query i Welsh if requested, i lie with our Welsh Laguage Policy. Ope our office betwee 8.00am ad 5.00pm durig the week ad ad provide a out of hours telephoe service which will be available at all other times icludig weekeds ad public Provide a suitable area withi our offices if you eed to speak to us privately. Make sure our staff carry photo idetificatio at all times. Visit you i your ow home o request. Keep you iformed if a appoitmet is ruig late or has to be rearraged. Respect cofidetiality ad comply with data protectio at all times. Make it easy for you to make a complait ad provide a aswer you uderstad withi 28 days. Offer you the right of appeal agaist ay decisio you feel is wrog or ufair. Lear from your complaits ad complimets ad improve the service we deliver. Makig a complait 7
HAFOD MAKING A COMPLAINT [NEW]_Layout 1 21/03/2013 17:07 Page 8 This documet is available i other laguages as well as i alterative formats o request CONTACT DETAILS Hafod Housig Associatio Ltd St Hilary Court, Copthore Way, Culverhouse Cross, CARDIFF, CF5 6ES Tel: 029 2067 5800 Fax: 029 2067 5898 equiries@hafod.org.uk www.hafod.org.uk Hafod Housig Associatio Registered as a Charitable Housig Associatio uder the Idustrial ad Providet Societies Act NO 18766R Registered with the Welsh Assembly Govermet NO L034 This documet is available i other laguages ad alterative formats o request.