HOW DO I MAKE A COMPLAINT?

What is a complaint?

The following are examples of complaints (there may be others):

• Failure to achieve one of our service standards
• An appointment that has not been kept by the Trust
• An unreturned call or letter not responded to within the designated timescale
• Poor workmanship by either the Trust or any contractor working on behalf of the Trust
• Lack of courtesy from any employee or contractor
• Failure to deliver a promise or commitment made by the Trust
• Failure of an individual or team to comply with the Trust´s own policies
• Any failure of service from the Trust.

Who can complain?
A complaint can be made by any resident who lives in one of our neighbourhoods, this includes:

• Tenants
• People wanting to rent a home
• Leaseholders
• Shared Owners

How do I make a complaint?
You can make your complaint by the following methods:

• Completing a Complaints form, which can be requested from any Trust Office or by clicking on the link.
• By telephone: 01606 813 300
• In person at any of our offices see contact section of this Web site
• Online at http://www.wvht.co.uk/customers/ComplaintsForm.asp
• By email: complaints@wvht.co.uk

What will happen to your complaint?

Once you have contacted us to complain we will follow this process.

Stage 1 ­ Response from Department responsible for service failure

• We will attempt to resolve your complaint within 1 working day.
• If this is not possible the service department will contact you within 1 working day to acknowledge the complaint.
• We will provide you with a written response to your complaint, within 20 working days.

Stage 2 ­ Response from the Director

• If you are unhappy with our response to your complaint you should contact the Complaints co-ordinator named in the letter you receive. They will ensure the Director responsible for the service reviews your complaint.
• We will acknowledge the unresolved complaint within 2 working days.
• We will provide you with a written response on how we propose to resolve the complaint within 10 working days.

Stage 3 ­ Appeal to the Complaints Appeal Panel

• If you are not satisfied with the way your complaint has been dealt with or are unhappy with our proposed solution, you have 25 working days from the receipt of our letter detailing our response, to request a hearing with the Trust’s Complaints Appeal Panel.
• We will acknowledge receipt of your appeal request within 2 working days.
• We will convene the Complaints Appeal Panel within 20 days of receipt of your appeal.
• The Panel will consist of two Board Members and a Customer Representative. You will be invited to attend and put forward your case, you may also bring a representative at your own cost.
• You will be provided with a written response to the Appeal Panel within 5 working days.
• The Complaint Appeals Panel is the final point of appeal within the Trust.

Appeal to Housing Ombudsman

• If you are still not satisfied with the way the Trust has handled your complaint, you may be able to refer your case to the Housing Ombudsman at the address below.
• The Housing Ombudsman will only deal with your case if you have been through all the stages of the Trust's complaints procedure.
• There is a separate leaflet provided by the Housing Ombudsman which can be obtained from any of the Trust's offices.
  Housing Ombudsman Service
  81 Aldwych
  London
  WC2B 4HN
  0845 7125 973
  ombudsman@housing-ombudsman.org.uk
  

Please Remember

• If we have got something wrong we do try to put it right as soon as possible.
• Some complaints will require very detailed investigations which cannot be done within our set timescales. Where this is the case, the relevant Manager or Director will write to you to request additional time.
• If you are not clear what is happening with your complaint then please contact us.
• Analysis of our complaints is provided to our Executive Management Team on a quarterly basis, and our customers on a half yearly basis through ´Your Home´. We use this information to influence our policies and procedures where necessary.