Compliments and complaints
We want to hear your comments, good or bad. We do learn from them and make changes based on them.
If a member of staff or Shepherds Bush Housing Group (SBHG) as a whole has done something well, tell us so that we can share it within SBHG and ensure that it becomes standard practice. Please send us your compliment.
We hope residents don’t need to complain, however if residents are unhappy with our service, they must tell us. If we have made an error, we want to put it right as quickly as possible. We will wish to learn from it so that we can improve our service to residents.
Repairs
A statement that repairs are needed is not a complaint but a request for service. We will act on it in line with our normal procedures for repairs. However, if residents report a repair and we fail to remedy it to a good standard within our normal timescale, a complaint could be made and we would deal with it as a complaint.
Legal action
We will not process a complaint if legal action is pending or taking place.
Complaints
We always record complaints and investigate them. Our complaints’ process has three stages. If residents are still unhappy after the complaint has been investigated, ask us to look at it again. Residents will need to say why they remain unhappy.
Compensation
If residents suffer direct financial loss as a result of our failure, we will consider compensation equivalent to your losses if we uphold (agree with) your complaint. Click to link to the complaints form.
Click to link to the complaints form. |