Comments, Compliments and Complaints
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tenants
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Talk to us and we will listen to what you have to say Cartrefi Conwy is committed to providing quality housing and services. To do this we need you to talk to us and tell us what you think we do well and what you think we could do better. We know that in any service things can go wrong and when they do we need you to tell us about it. That way you can help us to improve our service for all tenants.
A comment is an idea for making a change to any part of the service. Do you have any suggestions that would improve the services we offer you? If so please talk to us. Don't worry if you think it is only a minor issue we still want to hear from you. Sometimes a suggestion or small comment can lead to a big improvement in the way we do things.
A compliment is when someone tells us that they are satisfied or pleased with the quality of service we have provided. If you think that we are doing something well or that staff are giving great service or going that extra mile please tell us. Compliments and comments will help staff know that they are doing well and that their efforts are worthwhile. Everything you say will be passed on to the people concerned.
Make a comment or give a compliment
Phone us on: 0300 124 0040
Email us at: enquiries@cartreficonwy.org
Write to us at: Morfa Gele, North Wales Business Park, Cae Eithin, Abergele, LL22 8LJ Speak to the person you are dealing with or their Manager if you prefer You can also leave us a comment or compliment on Facebook or Twitter
If you or someone you know would like a copy of this booklet in a different format such as large print, Braille or audio please contact the Communications team at Cartrefi Conwy on 01745 335345 or email: communications@cartreficonwy.org
What is a complaint? We’re here to listen, understand and really want to help put things right quickly and fairly. A complaint is: • an expression of dissatisfaction or concern • either written or spoken or made by any other communication method • made by one or more members of the public • about a public service providers action or lack of action • or about the standard of service provided • which requires a response A complaint might be something like: • we failed to provide a service that we said we would • the attitude or behaviour of one of our employees • that we haven't followed our own policies or procedures • the quality of service that has been received or the standard of work carried out • that we haven't replied to repeated requests for a service or other informal complaints We know that in any service things can go wrong and when they do we'd like you to tell us about it. Please make sure that we are the first to know. That way you can help us improve our service for all tenants. Every complaint is an opportunity for us to improve our service to you.
What is not a complaint? A request for a repair service or a service query is not a complaint. For this you should contact Customer Services on 0300 124 0040 There are some things that we cannot deal with through our complaints procedure, these include: • things that we have no control over • issues that are in court or have already been heard by a court or tribunal • insurance claims that would normally be covered by an insurance policy • reports of incidents of antisocial behaviour (we have a separate policy and leaflet that explain how we manage antisocial behaviour) • things that happened more than 6 months ago. A copy of our Concerns and Complaints policy can be found on our website, or you can ask at any of our offices for a copy.
How to make a complaint Complaints Procedure Step 1 Informal complaints We can sort out most complaints quickly and informally. Speak to the person you are dealing with or their Manager if you prefer. Step 2 Formal complaints If your complaint is more serious, or if you're unhappy with how your complaint has been dealt with informally you can make a formal complaint. Your complaint will then be investigated by a senior manager to see what's happened and what we can do to put things right. When making a formal complaint we would like you to fill in our complaints form. This helps us to make sure we've got all of the details we need. You can print a copy of the form from our website or ask any member of staff to give you a copy.
Alternatively you can: Phone us on 0300 124 0040 email enquiries@cartreficonwy.org Write to us at Cartrefi Conwy, Morfa Gele, Cae Eithin, Abergele, Conwy LL22 8LJ Call into any one of our offices and ask a member of staff to take down the details. We will: • acknowledge your formal complaint within 5 days • make sure that you know the name of the person dealing with your complaint. The person dealing with your complaint will: • normally speak to you on the phone about your complaint or make an appointment to visit you; • set out to you our understanding of your complaint to make sure that we have got it right; • ask you what you think we should do to put things right and resolve the complaint for you; • respond fully through your preferred form of communication.
We aim to resolve complaints within 20 working days. If we need a little more time we will let you know and tell you what we have found out so far. If you have been through our formal complaints procedure and you are still not satisfied you can then ask the Public Services Ombudsman for Wales to investigate your complaint. Phone: 08456010987; Email: ask@ombudsman-wales.org.uk; Write to: Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
Putting things right We will try to settle your complaint as quickly as possible. • If we've got it wrong we will always apologise. • In some circumstances we will consider using independent mediation services to settle complaints.
Learning from feedback We will seek feedback from customers who have made complaints so that we improve the way we handle future complaints.
What we expect from you. We believe that you have the right to be heard and understood. But our staff should not have to tolerate unacceptable behaviour. We expect you to be polite and courteous in your dealings with us. We have a separate policy to manage situations where we find that someone's actions are unacceptable.