Housing Compliments and Complaints

We always try to get things right first time and give the best service possible. There may be times when you feel this hasn't happened. If so, we want to hear about it. we can then make sure that we improve our services to you in the future.

We've set up a procedure to help us deal with any complaints you might have.

First, let us know. If you are not happy with something we have done or not done, please contact us either by using our online form, in writing, e mail housingservices@northwarks.gov.uk visiting the office or telephone our Performance and Quality Officer on 01827 715341 Ext 4249.  Explain why you are not happy with service and we will investigate your issues. We will work to address your complaint at first contact where possible.

Stage one - Dealing with your complaint

If you are still not happy we will follow the following stages:

• Your complaint will be acknowledged within 2 working days by phone where possible and confirmed in writing.
• Meet with you to discuss your complaint
• Write a full response to you or update you within 10 working days

Stage two - If you are still dissatisfied

A Senior Officer within the Division will:

• Contact you within 2 working days
• Meet with you to discuss your complaint
• Write a full response to you or update you within 10 working days
• Send you details of the Council's formal complaints procedure

A Senior Officer of the section concerned will:

• Acknowledge your complaint in writing/ telephone within 5 working days
• We will send you a full report within 20 working days

If you are still dissatisfied after the complaints process is complete, you can ask for it to be reviewed by a Senior Officer in the Council nominated by the Chief Executive.

Once your complaint has been dealt with we will contact you for your comments/improvement to the complaints process, your views are important and will help shape the service your received.

Remedies:

There are various forms of action we can take to put things right if we have made a mistake.  We can:

• Make an apology
• Carry out work, such as repairs
• Reconsider a decision
• Improve procedures and train staff.

Local Government Ombudsman

The Oaks No 2

Westwood Way

Westwood Business Park

Coventry

CV4 8JB

Telephone:  02476 695 999                 

Fax:  02476 695 902