A Guide to making a complaint
Shepherds Bush Housing Group provides the highest standard of service to all
our residents and customers. We realise sometimes things do go wrong and it
is your right to complain if the service falls short of our Service Standards,
which you help decide. Each month we review your complaints. We learn
from our mistakes and will change the service we provide to continually
improve it. In each edition of Buzz we publish how we learn from mistakes.
Before you make a complaint please contact us and we’ll try to resolve your
issue. In many cases we can sort out problems quickly. If you feel that you
need to make a formal complaint these are the stages we follow:
Stage one
You can make a formal complaint to us by letter, telephone, online or in
person. We will investigate it thoroughly and try to resolve the matter.
We will respond to your complaint within ten working days.
Stage two
If you are not satisfied with our response and want to take your
complaint further, the matter is treated as a stage two complaint.
The complaint will be investigated by a senior manager who has not
been involved in the matter so they can assess the complaint fairly.
We will respond within ten working days at this stage as well.
Stage three
If you are not satisfied with the decision of the stage two complaint you can
request a review by our board. A Complaints Review Panel, made up of board
members, will hear your appeal, which can be made in person if you wish.
We will write to you within ten working days of the appeal to let you know
the decision. If you decide to appeal this decision, you will be sent
information separately.
Stage four - Housing assoocation Ombudsman
If you are not happy with the decision of the Complaints Review Panel you
have the right to take your case to the Housing Association Ombudsman.
He is independent from us.
The Ombudsman will only deal with your case if you have been through
our complaints procedure and are not satisfied with the outcome.
You can complain to the Ombudsman yourself, or ask a friend, family
member or adviser to do it for you. Your case will be anonymous if you wish.
If the Ombudsman accepts your case, he will carry out an independent
and confidential investigation. He will ask us to give him any information
which helps to make a decision.
At the end of the investigation the Ombudsman will write to you
and us explaining what the decision is, the reason for it and what he
recommends to resolve the problem.
If, after the complaint is assessed at any stage, you’re eligible for compensation
under our compensation policy we will write to you with the amount you are
entitled to. More information is on page 96 of your Tenant Handbook or on our
website.
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