Page 49 - Eildon Housing Association Limited

We are committed to providing high quality customer services. We
value complaints, and use information from them to help us to improve our services.
If something goes wrong, or you are dissatisfied with our services, please tell us. We regard a complaint as any expression of dissatisfaction about
• our action or lack of action
• the standard of service provided by
us or on our behalf.
What can you complain about?
You can complain about things like:
HOW DO YOU COMPLAIN?
You can complain in person at our office, by phone, in writing or by email.
When complaining, tell us:
• your full name and address
• as much as you can about the
complaint
• what has gone wrong
• how you want us to resolve the
matter.
Normally, you must make your complaint within six months of the event you wish to complain about, or finding out that you have reason to complain. However, you may not make a complaint more than 12 months after the event itself.
What happens when you complain?
We always tell you who is dealing with your complaint. Our complaints procedure has two stages:
Stage 1 – frontline resolution
We aim to resolve complaints quickly, and close to where we provided the service. This can mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.
• delays in responding to your enquiries and requests
• failure to provide a service
• our standard of service
• dissatisfaction with our policy
• treatment by or attitude of a member
of staff
• our failure to follow proper procedure.
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