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Making a Complaint, Compliment or Suggestion

Sometimes our services may not meet your expectations or requirements. When this happens we would like you to tell us about it, so that we know what is going wrong or right with our services. We will then try to resolve the problem or take the compliments on board for future progress. Our complaints procedure is easy accessible and allows speedy handling, with set time limits.

A full investigation will be carried out which will address all points raised in your complaint and a full effective response will be provided. All complaints will be dealt with in a confidential manner.

How do I make a Complaint, Compliment or a Suggestion?

You can tell us in person at the shop, by phone, by letter, by e-mail or by using our online form.

Complaints

We aim to get things right first time but where we don’t, we encourage you to raise this with us so that we can investigate properly and resolve the issues you raise.

We have recently reviewed our complaints and compliments procedures and the introduction of a suggestion scheme for customers and we will be implementing changes in May 2013 to improve and streamline the current processes. Through our simple-to-follow complaints procedure we can usually settle most concerns through this process.

We will be starting to capture informal complaints and also move from a 3 stage formal complaints process to a 2 stage process.

Stage 1 complaints, compliments and suggestions will be investigated by Service Managers and Stage 2 complaints will be investigated by Heads of Service.

From April 1st 2013 a new localised complaints process means that if your complaint has not been resolved using our complaints procedure, you can take the matter to a ‘designated person’. This means you can contact your local councillor or any MP or alternatively a ‘designated tenants’ panel’, where one exists. You can still take your complaint to the Independent Housing Ombudsman but only after eight weeks have passed from the final decision we make about your complaint.

Consultation has taken place with the Cestria Compliments and Complaints Panel regarding the designated persons options and the group agreed that at present there was no requirement for Cestria to progress with recognition of a Tenant Panel and were happy with the MP and Councillor options for designated persons.

Further information about the ‘designated person’ role can be found by clicking on the following link: housing ombudsman

For further information regarding complaints, compliments and suggestions, please contact the Customer Services Team on 0191 3851900 or customerservices@cestria.org.

Compliments

Compliments are important to us as they show where we are getting things right and recognise the hard work of people working to provide excellent services for you at Cestria Community Housing.

What happens with a compliment?

Any compliments we receive are shared with the officers or teams that have received the compliment and recognition is given by the managers responsible for the service.

Comments/Suggestions

Comments provide us with valuable input from our tenants. They can give us new ideas to improve services and show where we are getting things right so that we can share good practice with others.

What happens with any comments?

Any comments we receive are given to the manager responsible for the service and we will let you know if any changes have been made as a result of your comment.