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How to Complain

Herefordshire Housing is committed to providing the best possible service that we can. We recognise that sometimes customers will feel that they have cause to complain about the service they have received.

We encourage all feedback from customers, including complaints, and have developed a Complaints Policy along with a Complaints Procedure.

Herefordshire Housing aims to resolve complaints quickly, fairly and effectively. We will:
• Aim to put things right quickly for our customers when they go wrong
• Keep our customers informed of the progress of their complaint and the results of any investigation
• Seek to learn from each complaint to improve future performance
• Set performance targets for responding to complaints and monitor our performance against these targets
• Advise our customers of their right to complain to the Independent Housing Ombudsman if they remain dissatisfied after their complaint has been through all stages of our Complaints Procedure.

The information below explains how to make a complaint and how we handle the complaint once we have received it. You can also view our Complaints Service Standards. 

1. What is a complaint?

A complaint is when a customer tells us that they are not happy with something that we have done or not done, and we have not put things right.

The Housing Ombudsman describes a complaint as “an expression of dissatisfaction about an action or lack of action or about the standard of service.” 

2. Who is a customer?

A customer is anyone who contacts Herefordshire Housing to request a service, or is receiving a service. This includes tenants and leaseholders.

3. How to make a complaint
Any person wishing to make a complaint can do so in person at any of Herefordshire Housing’s Offices, by telephone, e-mail, website, letter or by completing a Complaints Form.
• Telephone 01432 384000

• Via email by writing to complaints@hhl.org.uk

• Via our website online form

• By visiting any of our offices at Legion Way, Widemarsh Street, or Jubliee Court

If someone is making a complaint on your behalf (eg a solicitor, local councillor, advocate or friend) we will ask you to confirm this.

4. What is the procedure?
Herefordshire Housing has a Complaints Procedure, which is a single document for use by Herefordshire Housing colleagues and customers. We can provide you with a copy of the Complaints Procedure if you request it or you can download it here : Complaints Procedure.

Once a complaint has been made it will be investigated and dealt with in the following manner.

Initial contact
We will make it easy and straightforward for you to make a complaint
If we have failed to carry out a service to your satisfaction or have not responded to you in some way and you contact us, we will aim to resolve your complaint within 15 working days. Our aim is to resolve your complaint at this first contact. Most complaints can be resolved quickly and easily. We will tell you who is responsible for handling your complaint and will log it on our complaints database. If your complaint will take longer to resolve, we will let you know.

We will keep you informed
Most complaints require some explanation and you may wish to have a record of your complaint. 

We will ensure you have a full explanation and will provide this in your preferred format

If you are not happy with the outcome of your complaint at this stage, your complaint will be progressed to the next stage.

You can download a copy of our Complaints leaflet: Are you Satisfied? How to make a Complaint

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Stage 1 - Investigation by Heads of Service

The Complaints Co-ordinator will record all details of your complaint including those from the Initial Contact stage.

• We will aim to acknowledge the complaint at Stage 1 within 3 working days, enclosing a copy of the Complaints Policy and Procedure. We will pass the complaint to the relevant Head of Service for investigation.
• The Head of Service will write to the complainant within 15 working days with the result of the investigation and a conclusion to the complaint.

If you are not happy with the result of stage 1, you will have 15 working days to advise the Complaints Coordinator and request that the complaint be reviewed by a Director, which will be either the Director of Resources or the Director of Customer Services.

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Stage 2 - Review by Director

We will acknowledge your complaint at Stage 2 and pass the complaint to the appropriate Director for investigation.

The Director will carry out a review and will examine all the correspondence and notes relating to the complaint to ensure that it has been dealt with fairly.

• The Director will aim to provide a formal written response within 15 working days of the review.The letter will advise the customer that if they are still not satisfied they have 15 working days to request an Appeal.

• The letter will advise the customer that if they are still not satisfied they have 15 working days to request an Appeal.
• The Complaints Coordinator will provide information on the Appeals process to the customer and arrange an Appeals Panel.

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Stage 3 - Appeal

Complaints that go to an Appeal will be heard by a Panel, which will be made up of three members of the company’s Board of Management.

• The Appeals Panel will aim to meet within 20 working days of the complainant’s request
• The Complaints Coordinator will send copies of all correspondence relating to the complaint to the members of the Appeals panel and to you in advance of the Panel meeting.
• The Panel will consider all the facts relating to the complaint and decide whether the decision should be changed, upheld or re-investigated.

A written response will normally be sent within 10 working days of the Panel meeting. This will set out the Panel’s decision and the reasons why the decision has been reached. The correspondence will also provide details of the right to refer the complaint to the Housing Ombudsman Service should the customer still remain dissatisfied. 

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Stage 4 - Housing Ombudsman Service

If you remain dissatisfied you have a right to complain to the Housing Ombudsman Service. The Ombudsman will only consider a complaint after it has been through stages 1 to 3 of the internal complaints procedure.

The Ombudsman can be contacted at:

Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN

Tel: 020 74213800
Lo-Call: 0845 7125 973
Minicom: 020 7404 7092
Fax: 020 7831 1942
Email: info@housing-ombudsman.org.uk

Website: www.ihos.org.uk

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Where you can find us
Head Office: Herefordshire Housing Ltd. Legion Way, Hereford, HR1 1LN. Tel. 0300 777 4321 Fax. 01432 384198	City Centre Office: One-Stop Shop 84-86 Widemarsh Street, Hereford, HR4 9HG. Tel. 01432 346070 Fax. 01432 346089	South Wye Office: Jubilee Court Community Facility Kilvert Road, Newton Farm, Hereford, HR2 7FE. Tel. 01432 346091 Fax. 01432 379260