Complaints, Comments and Compliments
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Complaints, Comments and Compliments
We aim to give an excellent service to our customers. If we get things wrong, we want you to tell us so we can put them right and learn from our mistakes.
Anyone who is affected by the things we do, the services we provide or the policies we operate can make a complaint.
The complaints procedure deals with complaints about us, so a complaint about your neighbour would not be dealt with under this procedure, but under our antisocial behaviour procedures. If you would like to make a complaint about antisocial behaviour please click here.
Your comments and compliments are also important to us and will be passed on to the relevant service area or member of staff.
You can make a complaint, comment or compliment in any of the following ways:
You can make a complaint, comment or compliment in any of the following ways:
By telephone to any member of staff by calling 01452 529255 (local rate 0845 6044 529)
By writing to the Complaints Co-ordinator at:
Gloucestershire Housing Association
2 St Michaels Court
Gloucester
GL1 1JB
In person, at our office above, or when a member of staff is visiting you at your home
On the website, by completing our complaints, comments or compliments form.
Standards you can expect to receive
All complaints will be taken seriously and will be investigated on your behalf. You can expect to receive a written response which will cover all of the key issues raised in your complaint. We will respond to at least 95% of complaints within the target times outlined below.
There are three stages to our complaints procedure. At stage one your complaint will be acknowledged in writing within three working days of receipt. You will be provided with a unique complaint reference number and you will be told which Service Manager will investigate and respond to your complaint. You will be given a date by which you will receive a response in writing - this will be within ten working days of receipt of the complaint, unless another date has been agreed with you.
At stage two your complaint will be acknowledged in writing within three working days of your request to progress the complaint. You will be told which Head of Service will be dealing with your complaint and you will be given a date by which you will receive a response in writing - this will be within 14 working days of your request to progress your complaint to stage two, unless another date has been agreed with you.
At stage three your complaint will be acknowledged in writing within three working days of your request to progress the complaint. The Managing Director may contact you to help resolve your complaint while the complaint hearing is being organised. The complaint hearing will take place within 20 working days of your request to progress the complaint to stage three, unless another date has been agreed with you. You will receive a complaint information pack five working days before the hearing date. You will receive a response in writing from the chair of the panel within five working days of the hearing.
If your complaint has been through all of the stages of our complaints procedure and you are still not satisfied with our response, you may take your complaint to the:
Housing Ombudsman Service,
81 Aldwych, London,
WC2 B4HN,
Telephone number: 0845 7125973
Complaints, Comments or Compliments Form
Fields marked * are required to be completed.