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Complaints Procedure
We aim to provide good quality services to all our customers, and try and ensure that everyone is dealt with efficiently and fairly. However, we also accept that sometimes things go wrong. Your complaints are important to us because they help us to understand how and where our services can be improved. If you have a problem with any Co-op Homes service, please let us know and we will do everything we can to put your problem right as soon as possible. If you would like to make a complaint, this is what you should do: Contact Co-op Homes by e-mail, phone, letter or in person at one of our offices. Please state clearly what it is you are complaining about and what you hope Co-op Homes can do to resolve it. Please click here for details on how to contact us at our main offices. What happens next? Stage 1 - Your complaint will be acknowledged within 2 working days by Co-op Homes. We aim to investigate and resolve each stage of your complaint within 10 working days. Stage 2 - If you are dissatisfied with the response you receive, you can appeal to a Senior Manager to review the matter. Stage 3 - If the matter is still not put right to your satisfaction, you may appeal to our Board of Management for a panel review hearing. The outcome of a panel review hearing will be confirmed in 7 working days. Stage 4 - If you have exhausted the above complaints procedure and you are still dissatisfied then you can appeal to the Housing Ombudsman Service. Tell us what you think about our Complaints Procedure If you would like to comment on our Complaints Procedure, whether you have a complaint or not, we would be pleased to hear from you. Contact Details Co-op Homes Independent Housing Ombudsman Service 81 Aldwych web: www.housing-ombudsman.org.uk
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