Complaints
Why is there a procedure for complaints?
We are committed to providing a high quality service, but we don't always get it right. When this happens we want to know about it. The complaints procedure is an important way of getting feedback on the services we provide. It has been set-up to help people who come into contact with us to know how to complain if they suffer from poor service.
What is classed as a complaint?
A complaint has been defined as: "An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Company or its employees affecting a customer or group of customers".
This definition does not cover the initial request for a service or information, or explanation of our policies and practices. For example, it does not mean "I want to complain about my neighbour". It does mean "I have previously complained about my neighbour and I am not happy about the way that my enquiry was dealt with or the decision that was made".
Can I get independent advice?
You may want to get independent advice about your complaint. If so, there are organisations such as Citizens' Advice Bureau or Housing Aid who can help. Your local MP or councillor will also give you independent advice.
Who is able to complain?
Our complaints procedure is open to everyone who receives, or asks for a service from us, and people acting for us.
Are complaints confidential?
We treat all complaints and appeals in the strictest confidence. If your complaint is about a neighbour or a member of our staff or a contractor, we will not give out your name if you do not want us to. If during the course of our investigations we need to give out your name, we will contact you first before we do this. But we cannot deal with complaints if you do not give us your name.
What if I need special types of information?
If you have special information needs such as Braille, large print, audio or you need a translation, please contact us and we will make sure you receive the information in a way that meets your needs.
How to complain.....
Stage 1
If you are not happy with the way your enquiry/request has been dealt with or the answer you have been given, then you can register an official complaint by telephone or by letter, by clicking here for our complaints form, or alternatively you can call into the office where a member of our Customer Contact Team will complete a complaints form with you. We will send you an acknowledgement once we receive your complaint. You should receive our reply within 10 days.
Stage 2
If you are still not satisfied with your response from stage 1, your complaint will be reviewed by a Senior Manager. They will contact you within 5 days of it being referred to them.
Stage 3
If you are not satisfied with your response from the Senior Manager, you can ask for your complaint to be dealt with by the Chief Executive. The Chief Executive will reply to you within a further 20 days to advise of the action to be taken.
Stage 4
At this stage you have exhausted the Company's complaints procedure but you can apply to the Independent Housing Ombudsman.
You should apply to the Ombudsman within 12 months of the incident resulting in your complaint. You can complain if you think we have done something the wrong way or failed to do something that we should have done.
The Independent Housing Ombudsman will only consider cases once our own complaints procedure has been exhausted. If you have not been through the stages above, the Ombudsman will refer your complaint back to Three Valleys Housing.
The Independent Housing Ombudsman can be contacted at:
Norman House
105-109 Strand
London
WC2R 0AA
Tel: 020 7836 3630
Lo-call: 0845 7125 973
Fax: 0207 836 3900
Email: ombudsman@ihos.org.uk
How do I contact Three Valleys Housing?
You can write to us at:
Three Valleys Housing
Three Valleys House
Bramley Road
Long Eaton
Derbyshire
NG10 3SX
Tel: 0844 770 3500
Email: info@threevalleyshousing.com
If you send a letter of complaint, it's a good idea to keep a copy of the letter as you may wish to refer to it at a later date.
Contact Numbers:
| Three Valleys Housing |
0844 770 3500 |
| Repairs & Gas Servicing (Freephone) |
0800 389 8083 |
| Emergency - Outside normal office hours |
0844 770 3501 |
Revised 8 May 2008 (PC)