Complaints Policy
The Co-operative tries to offer tenants the best possible service but there will be occasions when things go wrong. If we have made a mistake, we will apologise and try to resolve problems at the first point of contact but there may be instances where a complainant wishes to take things further and we have a formal complaints procedure to allow this.
Our policy and procedure aims to:
Who can complain?
Complaints may be received from anyone who receives or is requesting a service from the Co-operative, including:
Complaints may be received from others acting on behalf of the complainant such as solicitors, councillors, Members of Parliament or advice organisations.
What is a complaint?
We treat any expression of dissatisfaction about the standard of services, action or lack of action as a complaint. Examples include dissatisfaction with:
What is not a complaint?
We will not treat the following as complaints:
Making a complaint.
We try to ensure that complaints are resolved at the first point of contact (e.g. with our agent North West Housing Services’ client services officer or maintenance officer). If you remain dissatisfied, a formal complaint can be made by:
North West Housing Services
19 Devonshire Road
Liverpool
L8 3TX
Assistance can be obtained by visiting our office or calling us on 0151 726 2200.
On receipt of a formal complaint, the complaints procedure will apply.
If the complaint relates to alleged discrimination by the Co-operative on the grounds of race or gender, a complainant has the right to lodge a complaint in the County Court or contact the Commission for Racial Equality or Equal Opportunities Commission.
Compensation
Any claims for compensation must be made in writing no longer than 14 days after the incident to which the claim relates. If you are claiming for damage to possessions, you must allow the Co-operative or its agents to inspect the damaged items. If you dispose of the items without allowing for an inspection, the Co-operative will not consider your claim.
Most claims will be dealt with by the Co-operative’s insurers or the Committee of Management.
The Housing Ombudsman Service
If you remain dissatisfied after the Co-operative’s complaints procedure has been exhausted, you may refer your complaint to the Housing Ombudsman Service at:
81 Aldwych
London
WC2B 4HN
Tel: 020 7421 3800
Fax: 020 7831 1942
[email protected]
www.housing-ombudsman.org.uk
Our policy and procedure aims to:
- Ensure that complaints are dealt with as quickly as possible;
- Allow complainants easy access to the procedure;
- Foster good relationships between the Co-operative and tenants;
- Be consistent, fair and impartial;
- Respect confidentiality and privacy; and
- Ensure that, where appropriate, complaints are used to improve services.
Who can complain?
Complaints may be received from anyone who receives or is requesting a service from the Co-operative, including:
- Tenants or members;
- Applicants for housing;
- Neighbours of the Co-operative’s properties; and
- Committee members.
Complaints may be received from others acting on behalf of the complainant such as solicitors, councillors, Members of Parliament or advice organisations.
What is a complaint?
We treat any expression of dissatisfaction about the standard of services, action or lack of action as a complaint. Examples include dissatisfaction with:
- The Co-operative’s policies or practices;
- The way we have reached a decision or with the way we have implemented it;
- Staff or contractor attitudes;
- Failure to provide a service;
- Failure to achieve a satisfactory standard of service; and
- Failure to fulfil statutory or contractual obligations.
What is not a complaint?
We will not treat the following as complaints:
- Neighbour disputes
- Initial requests for a service (e.g. the first reporting of a repair);
- Requests for information;
- Anonymous reports or enquiries;
- Cases in which legal action has been instigated; and
- Issues which are over one year old.
Making a complaint.
We try to ensure that complaints are resolved at the first point of contact (e.g. with our agent North West Housing Services’ client services officer or maintenance officer). If you remain dissatisfied, a formal complaint can be made by:
- Completing and returning a complaint form; or
- Writing to the Co-operative at:
North West Housing Services
19 Devonshire Road
Liverpool
L8 3TX
Assistance can be obtained by visiting our office or calling us on 0151 726 2200.
On receipt of a formal complaint, the complaints procedure will apply.
If the complaint relates to alleged discrimination by the Co-operative on the grounds of race or gender, a complainant has the right to lodge a complaint in the County Court or contact the Commission for Racial Equality or Equal Opportunities Commission.
Compensation
Any claims for compensation must be made in writing no longer than 14 days after the incident to which the claim relates. If you are claiming for damage to possessions, you must allow the Co-operative or its agents to inspect the damaged items. If you dispose of the items without allowing for an inspection, the Co-operative will not consider your claim.
Most claims will be dealt with by the Co-operative’s insurers or the Committee of Management.
The Housing Ombudsman Service
If you remain dissatisfied after the Co-operative’s complaints procedure has been exhausted, you may refer your complaint to the Housing Ombudsman Service at:
81 Aldwych
London
WC2B 4HN
Tel: 020 7421 3800
Fax: 020 7831 1942
[email protected]
www.housing-ombudsman.org.uk