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?
We define a complaint as “Where Three Valleys has failed to meet its publicised standards of service; failed to follow one of its current policies, or failed to act in accordance with the law or established good practice; or
Where any member of staff, any Board member, or any person employed on behalf of Three Valleys, has acted with discourtesy or caused offence to any user of Three Valleys services.”
Receiving independent advice
If you want more advice or assistance in making your complaint, 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. If you wish you can nominate a friend or relative to act on your behalf.
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 or request has been dealt with or with the answer you have been given, then you can register a formal complaint. This will be investigated by the appropriate manager.
We will send you an acknowledgement letter once we receive your formal complaint. You should receive a reply within 10 working days.
Stage 2
If you are not satisfied with our response from stage 1, you can ask that your complaint is reviewed by the appropriate Director. You should receive a reply within 5 working days.
Stage 3
If you are not satisfied with our response from stage 2, you can ask for your complaint to be dealt with by the Board and the Chief Executive. You should receive a reply within the next 20 working days.
Stage 4
At this stage you have exhausted our complaints procedure but you can apply to the:
Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Tel
020 7421 3800
084 5712 5973
020 7404 7092 (Minicom)
Fax
020 7831 1942
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.
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: 0800 3898083
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 0800 3898083
Repairs & Gas Servicing 0800 3898083
Emergency - Outside normal office hours 0844 7703501
revised 16/11/2010 jr