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How would you suggest your complaint be resolved? .................................................................................................................................................. .................................................................................................................................................. ..................................................................................................................................................

How to contact us...

You can let us have your feedback in a number of ways. In Writing Complete the form attached to this leaflet and return it to us at your local Villages Housing Office.

..................................................................................................................................................

.................................................................................................................................................. Have you spoken to a member of Villages staff about this matter? Yes

No

If so please provide details here (name of staff, date you spoke to them) ..................................................................................................................................................

Stockbridge Village

Fitton Hill

16 The Croft Stockbridge Village Knowsley Merseyside L28 1NR

2 Fircroft Road Fitton Hill Oldham OL8 2QN

(T) 0151 480 1313

(T) 0161 633 4060

.................................................................................................................................................. .................................................................................................................................................. Have you enclosed any documents to support your complaint? Yes

In Person You can give feedback about any of the services you receive by speaking to a member of staff at your local Villages Housing Office.

No

If yes please list the documents here: ..................................................................................................................................................

Online (W) www.villages.org.uk (E) info@villages.org.uk

..................................................................................................................................................

/villageshousing

.................................................................................................................................................. Signed ................................................................................................................................... Dated ....................................................................................

Please return this form to your local Villages Housing Office.

@villages If y

Villages Housing App

Have Your Say

Comments Compliments Complaints


At Villages Housing Association we make every effort to provide a reliable and efficient service to all of our customers. We understand that there maybe times when things go wrong and this is why we would like to hear from you in order for us to put things right. We would also like to hear from you if you think we have done something right or if you have a comment or suggestion about how you think we can improve our services. This helps us provide an efficient service to you as our customer. You can use the form attached to this leaflet to either make a comment, compliment or complaint.

Who can complain? Anyone can complain, however if you are complaining on

someone elses behalf please ensure that they have given you written permission to do so.

How are complaints made?

Complaints may be made in a variety of ways and will always be accepted in the manner that is most suitable to the complainant: • Verbally to any staff member

• In writing using the form attached and return to the Stockbridge Village or Fitton Hill office • By email to info@villages.org.uk • By telephone to the Stockbridge Village or Fitton Hill office • In person at the Stockbridge or Fitton Hill office • Via social media When possible we will try and resolve any complaints made on an informal basis.

Comments, Compliments and Complaints Form

The Formal Complaint Process Stage 1 The Initial Investigation Formal complaints will be referred to the Chief Executive’s PA who will acknowledge your complaint within three working days. • A full investigation of the complaint will be made within ten working days. • Within five working days of the completion of the investigation the Manager responsible will advise the complainant of the outcome and offer escalation to Stage 2 if the complainant remains dissatisfied.

Name .................................................................................................................. Address .................................................................................................................................. ................................................................................ Postcode .............................................. Home Phone Number ....................................................................................................... Mobile Number ................................................................................................................... Email Address ....................................................................................................................... Is this a

Comment

Compliment

Complaint

Stage 2 What is your Comment, Compliment or Complaint? Senior Management Team Investigation Your complaint will be referred to a member of the Senior Management Team for review. This process will be completed and we will advise you of .................................................................................................................................................... of the outcome within ten working days. .................................................................................................................................................... What Happens Next? The Designated Tenant Panel If you are still not happy with our response to your complaint, you can have your complaint referred to our Designated Tenant Panel who will conduct an objective review and return their opinion within ten working days. The Designated Tenant Panel may advise us that they wish to uphold your complaint in which case they will refer it to the Housing Ombudsman. If the Designated Tenants Panel do not uphold your complaint you can refer it the Housing Ombudsman yourself, only after an eight week period has elapsed. The Housing Ombudsman can only consider complaints that have been referred by a ‘designated person’ (MP, Councillor or recognised Designated Tenant Panel), or by the complainant themselves if 8 weeks have passed from the completion of the landlord’s internal complaints process.

.................................................................................................................................................... .................................................................................................................................................... .................................................................................................................................................... .................................................................................................................................................... .................................................................................................................................................... .................................................................................................................................................... .................................................................................................................................................... .................................................................................................................................................... ....................................................................................................................................................


How to contact us...

You can let us have your feedback in a number of ways. In Writing Complete the form attached to this leaflet and return it to us at your local Villages Housing Office. Stockbridge Village

Fitton Hill

16 The Croft Stockbridge Village Knowsley Merseyside L28 1NR

2 Fircroft Road Fitton Hill Oldham OL8 2QN

(T) 0151 480 1313

(T) 0161 633 4060

In Person You can give feedback about any of the services you receive by speaking to a member of staff at your local Villages Housing Office. Online (W) www.villages.org.uk (E) info@villages.org.uk /villageshousing @villages If y

Villages Housing App


How to contact us...

You can let us have your feedback in a number of ways. In Writing Complete the form attached to this leaflet and return it to us at your local Villages Housing Office. Stockbridge Village

Fitton Hill

16 The Croft Stockbridge Village Knowsley Merseyside L28 1NR

2 Fircroft Road Fitton Hill Oldham OL8 2QN

(T) 0151 480 1313

(T) 0161 633 4060

In Person You can give feedback about any of the services you receive by speaking to a member of staff at your local Villages Housing Office. Online (W) www.villages.org.uk (E) info@villages.org.uk /villageshousing @villages If y

Villages Housing App


How to contact us...

You can let us have your feedback in a number of ways. In Writing Complete the form attached to this leaflet and return it to us at your local Villages Housing Office. Stockbridge Village

Fitton Hill

16 The Croft Stockbridge Village Knowsley Merseyside L28 1NR

2 Fircroft Road Fitton Hill Oldham OL8 2QN

(T) 0151 480 1313

(T) 0161 633 4060

In Person You can give feedback about any of the services you receive by speaking to a member of staff at your local Villages Housing Office. Online (W) www.villages.org.uk (E) info@villages.org.uk /villageshousing @villages If y

Villages Housing App


Have your say form