01271 312500
0800 917 0619
Customer Complaints Procedure
STAGE 1: Investigation by the relevant Service Area Manager
Your complaint will be acknowledged within 3 working days, and the Service Area Manager will respond to your complaint in writing within 15 working days.
If you are not satisfied with the response from the manager your complaint will be passed to a Director.
STAGE 2: Review by a Director
You will receive an acknowledgement within 3 working days and a Director will investigate and respond within 15 working days. We will let you know if we cannot investigate within that time.
If you are still not satisfied your complaint will be passed to an appeal panel. The panel consists of three Board members, one of whom will be a customer, and the Chief Executive.
STAGE 3: Review by an Appeal Panel
An acknowledgement will be sent within 3 working days of the panel being formed. You will be given the opportunity to present your case in person at this meeting or, if you wish, you may have a friend come with you and speak on your behalf. The appeal panel will respond to your complaint in writing within 15 working days of the meeting.
A complaint may take a maximum of 15 working days at each stage and we aim to resolve all internal aspects of the complaints procedure within 12 weeks.
Housing Ombudsman Service
At each stage of our complaints procedure there is an independent investigation into your complaint. If you complete our complaints procedure and you are still not satisfied you can contact the Independent Housing Ombudsman. You can contact the Housing Ombudsman Service in the following ways;
* By post - 81 Aldwych, London, WC2B 4HN
* By telephone - 0300 111 3000
* By email - info@housing-ombudsman.org.uk
* Website - www.housing-ombudsman.ork.uk
Other places to get advice about complaints:
Citizens Advice Bureau, Ground Floor, Belle Meadow Court, Albert Lane, Barnstaple, Devon, EX32 8RJ. Telephone - 01271 377077
Citizens Advice Bureau, The Candar, Ilfracombe, Devom, EX34 9ER
