Making a compliment, comment or complaint

Comments

If you have a suggestion for how our service may be improved, we would really like to hear from you.  You can write to us, fill in a form or tell a member of staff. 

Compliments

If you are happy with the service you receive, we would like to hear about this.  You can write to us, fill in a form, or tell any member of staff.  We will make a note of your views and pass them on to the people concerned. 

Complaints   

We aim to provide the best possible service to customers but if we get things wrong please tell us and we will try to put them right. 

The Complaints Process

If you have a concern, please let us know and we will try our best to put it right.  If you are still dissatisfied, there is a three stage complaints process you can use. 

Stage 1

You can ask for your complaint to be looked at by the relevant Service Manager.  A complaint may be made in writing, by telephone, or in person either at Broxbourne Housing Association's office or to a member of staff acting in an official capacity outside of the office. 

Stage 2

If the reponse you get to Stage 1 does not satisfy you, you should let us know within 20 working days of receiving it.  Then the relevant Director will investigate the matter. 

Stage 3 (Appeal)

If you are still not satisfied you can refer the matter to the Chief Executive, within 20 working days of receiving your stage 2 reponse.  We will arrange an Appeals Panel (made up of Board members and the Cheif Executive) to meet and discuss your complaint.  They will listen to your case in confidence and give you a decision.  You will be invited to meet the panel along with a friend or representative (if you wish) and present your case.

If you go through all 3 stages and are still unhappy with the outcome, you may take the complaint to the Housing Association Ombudsman.

When will I get an answer to my complaint?

We aim to:

• Send an acknowledgement within 3 working days
• Reply in writing to stage 1 complaints within 5 working days
• Reply in writing to stage 2 complaints within 10 working days
• Advise you of a date for an Appeals Panel at stage 3 within 15 working days

What do I do if my complaint is not answered to my satisfaction?

If you have been through the procedure and are unsatisfied by the outcome, you can contact the Independent Housing Ombudsman, who may make recommendations based on the evidence provided. We will give our full consideration at Board level to the Ombudsmans view.

The Independent Housing Ombudsman,
Norman House,
105-109 Strand
London WC2R 0AA
Phone: 0845 7125973

What do we do with complaints?

For a breakdown of the complaints we received for the financial year 2006/7 please Download Complaints breakdown - (PDF Document).

We monitor complaints to ensure we are dealing with them effectively and consistently and use them to identify areas of our ser vice where improvement is needed.

How to comment, compliment or complain (PDF Document)