Tenant Services Complaints, Compliments and Feedback

Transcription

1 Tenant Services Complaints, Compliments and Feedback Tenant Services is committed to listening and involving our tenants and leaseholders in all aspects of its housing service.»

2 A complaint is when you tell us you are not satisfied with the quality of service you have received or something we have failed to do. Complaints can be received from individuals, or from groups of tenants, leaseholders or service users. Tenant Services aims to give the best service we can and we do recognise that at times we fail to do so. If we do fail you can go through our complaints procedure so that we can work to put things right. This will help you and help us to improve the services that we provide for you and all of our tenants and leaseholders. Who can complain? A tenant or leaseholder of ours Any other person or organisation affected badly by our service An advocate for the tenant or leaseholder e.g. social worker, Councillor or Member of Parliament (MP) You can complain if you think we have: Done something wrong Failed to do something we should have done Not been helpful or courteous Given you wrong information Treated you unfairly Please don t use the complaints procedure if: You are asking for a service e.g. the heating has broken down and needs repairing Anti-Social behaviour Please contact your Housing Officer who will help you with this query. An issue is over 6 months old that has not been raised before You have already been through the complaints procedure for the issue

3 We will consider all complaints except: Where a complaint is already going through a court or tribunal (including disrepair cases) Where a complaint is being pursued in an unreasonable manner and is being handled under Wokingham Borough Councils Vexatious Complainant Policy. We define unreasonably persistent and vexatious complainants as those complainants who, because of the frequency or nature of their contacts with the council, hinder our consideration of their or other people s complaints. The description unreasonably persistent and vexatious could apply separately or jointly to a particular complainant. Asking someone else to complaint on your behalf: If you want someone else to complain on your behalf, we will need confirmation from you that you are happy for them to act on your behalf.

4 HOW TO COMPLAIN The best way to resolve a problem is to speak to an Officer or Manager to see if we can deal with it quickly and efficiently. If you feel that this has not happened then you can go through our complaints procedure detailed in this leaflet. You can: Visit our reception at Shute End and ask to speak to the Customer Care Officer or an Officer from Tenant Services who will take details of your complaint. Fill in our online form at: Write to: C/O Customer Care Officer, Tenant Services, Wokingham Borough Council, PO Box 154, Shute End, Wokingham, Berkshire RG40 1WN housing@wokingham.gov.uk Telephone: Customer Care Officer on: (0118)

5 COMPLAINTS PROCEDURE: Early resolution the Customer Care Officer will ensure your query is responded to with agreed actions within 3 working days. If you feel like your concerns have not been addressed or we cannot respond with a quick turnaround then you can take your complaint to stage 1 of the corporate complaints procedure. Stage 1 the complaint is investigated by the Service Manager and you can expect to be acknowledged within 5 working days and receive a response within 10 working days. If you remain dissatisfied you can take your complaint to stage 2, if you request this within 20 working days. Stage 2 the complaint is investigated by the Corporate Complaints Team on behalf of the Chief Executive and you can expect a response within 20 working days. If you still remain dissatisfied: Once the internal complaint procedure has been exhausted you have the right under the Localism Act 2011 to refer your complaint to a designated person. This can be either a local Councillor or any MP who will help to resolve your complaint or refer you to the Housing Ombudsman; alternatively you can wait 8 weeks to approach the Ombudsman directly to consider your complaint.

6 Housing Ombudsman Service, 81 Aldwych, London. WC2B 4HN Tel: (0300) Fax: (0207) If you have any questions about the complaints procedure, please contact the Customer Care Officer on: (0118) or Customer Feedback: We value all kinds of feedback and positively encourage you to let us know what you think about the services we deliver, so that we can recognise the things that we do well and can try and put the things we don t do so well right and improve our services. As well as complaints we welcome comments and compliments about the service. So what is a comment? Comments are usually suggestions about how Tenant Services can make our services better. We continually look to improve our services and we are open to all reasonable suggestions. You can make a suggestion by using , post, phone, online or in person to a member of staff.

7 What is a compliment? A compliment is usually when a tenant, leaseholder or service user is happy with the service we have provided, or when we have gone that extra mile. It is good to receive positive feedback as it shows us what we are doing well and what we need to continue to do. You can make a comment or compliment in the following ways: Visit our reception at Shute End and ask to speak to the Customer Care Officer or an Officer from Tenant Services who will take details of your comments or compliments. Fill in our online form at: Write to: C/O Customer Care Officer, Tenant Services, Wokingham Borough Council, PO Box 154, Shute End, Wokingham, Berkshire, RG40 1WN housing@wokingham.gov.uk Telephone: Customer Care Officer on: (0118)

8 TENANT SERVICES CONTACTS Tenant Services PO Box 154 Shute End Wokingham Berkshire RG40 1WN Telephone: All general enquiries to Wokingham Direct on (0118) Fax: (0118) CUSTOMER CARE OFFICER Telephone: (0118) If you or someone you know, would like this leaflet in a different format (e.g. audio tape or Braille), please call (0118) »

9 TENANT SERVICES CUSTOMER FEEDBACK: Name: Address: Date: Tel: Please put an X for the relevant reason: Compliment Comment Complaint Please give details: Please use this space to give Tenant Services your feedback.

10 BUSINESS REPLY SERVICE Licence No. RG147 2 C/O Customer Care Officer Tenant Services Wokingham Borough Council PO Box 54 Shute End Wokingham Berkshire RG40 1WN