The Community Housing Group
Comments,
Compliments and
Complaints
Providing excellent customer service is extremely important to us and we are always
keen to hear what you think of the service you have received.
We use comments and feedback as a way of measuring our performance and making
sure that our services are being delivered to the highest possible standard.
Comments
Please let us know if you have a suggestion about our services – this could be an
improvement or a change to the way we do things.
Compliments
If you receive excellent customer service and you want to express your appreciation,
please let us know. We make sure we pass on all compliments to the member of staff
concerned and thank them for doing a good job.
Complaints
We are sorry to hear when things go wrong and customers do not get the standard
of service they expect. If this happens, please let us know as soon as possible. Your
complaint will be taken seriously as we want to put things right as soon as we can.
Stage 1
We want to resolve your complaint when you first contact us but if we cannot reach
a satisfactory outcome, we may have to investigate the matter further. When this
happens, we will make sure that you receive a response within 5 working days.
If you are unhappy with our response, please let us know within 10 working days. We
will need you to tell us why you are unhappy and what you would like us to do to put
things right.
Stage 2
At this stage, your complaint will be investigated by the relevant Head of Service (a
senior manager) who will make sure that you have a response within 10 working days.
If the investigation is going to take longer than this, we will let you know when you can
expect to receive a reply.
If you are still unhappy with the response you have received, you can make an appeal
against the decision to the Complaints Panel within 10 working days of receiving
the response. This is the final stage of our complaints process and must be made in
writing. You must tell us why you are appealing against the decision and what you want
to happen.
Within 10 working days of us receiving your request, we will make an appointment for
your case to be heard at a Complaints Panel Hearing and will notify you of the date
and time in writing, should you wish to attend. This Panel is made up of the Chair of
the Central Tenants Forum with at least 2 other Board Members who will look at your
appeal and make a decision.
We will let you know the decision of the Panel within 5 working days after the hearing date.
If you are still unhappy with the decision, you can take your complaint to a Designated
Person (e.g. an M.P. or Councillor) or after 8 weeks when all stages of the process
have been completed, you have the right to contact the Independent Housing
Ombudsman.
The Independent Housing Ombudsman
The Independent Housing Ombudsman is an outside organisation that investigates
complaints from tenants and leaseholders.
You can write to them for help and advice
Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
The Ombudsman will not consider any complaint that has not been through all stages
of our complaints procedure.
Further information for the Ombudsman can be found online at:
www.housing-ombudsman.org.uk
How to contact us with a
Comment, Compliment or Complaint
By Phone: 0800 169 5454
Mobile friendly: 0300 003 2299
By email: complaints@communityhg.com
Through our website: www.communityhg.com
By Text: text COMPLAINTS followed by your message to 07950 643 643
(messages sent out of normal office hours will be answered the next working day)
By letter: Comments, Compliments and Complaints (3Cs),
The Community Housing Group, 3 Foley Grove, Foley Business Park,
Kidderminster, Worcestershire, DY11 7PT.
If you require this leaflet in another format or language, please contact us on
0800 169 5454 or 0300 003 2299 from a mobile.