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Our complaints procedure

Southway Housing Trust welcomes all customer feedback, including your complaints and compliments, as a way of learning from our tenants and improving the service we provide. If you’re unhappy with our service, we hope you can tell us straight away. And we hope that we can resolve the issue quickly. However, if you’re not happy with our response, you can make a formal complaint. We have three stages to the procedure – to keep it as simple as possible.

Stage 1

You can telephone, make a complaint on line, or ask us for a paper form. We will let you know, in writing, that we are dealing with your complaint, within two working days. A manager or Head of Service will investigate the problem and give you a full response within ten working days of receiving your complaint (in rare cases, where this isn’t possible, your response will say why). If you are not happy with our response, you can move the complaint to stage 2.

Stage 2

Your complaint will be reviewed by one of our Directors, who will look at your complaint again and respond within ten working days (from the day that the complaint moved to stage 2 of the procedure). If you are still unhappy with the response, our Director will advise you of your right to a further appeal.

Stage 3

Most complaints are sorted out at Stage 1 or 2. However, if you wish to appeal, we will appoint an Appeals Panel - this will include our Chief Executive and two members of the Southway Board. You will be invited to present your case to the panel within fifteen working days of your request for an appeal. You don’t have to present to the panel if you don’t want to – or you can present your case with a legal supporter or friend. Once the Panel have discussed your appeal, they will let you know what has been decided within five working days of the appeal hearing.

If we’re unable to resolve the complaint

Most complaints are sorted out at a very early stage. However, if you are still not happy with our response at the end of the process, you can take your case to the Housing Ombudsman, who will provide a completely independent review of the situation. In these rare cases, we will explain exactly what you need to do.

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