Complaints and Feedback

While we try to make sure that we do everything right first time sometimes we get things wrong and you may want to make a complaint.

This could be because we’ve not done something that we said we would, treated you unfairly or did something that we shouldn’t.

Although we try to ensure that our customers don’t feel that they need to make a complaint we welcome them as they give us an opportunity to improve our services. Your feedback will help us do things better next time.

We would recommend that you talk to us first by contacting the team who dealt with your initial enquiry. They will try to resolve your complaint for you on the spot. If you still feel aggrieved you can make a formal complaint.

We are happy to communicate with you in the way that you prefer.  This could be in writing, over the phone, in person, or by email.

If you do not wish to make the complaint yourself, we are happy to deal with someone who will represent you.  This may be a local official, family member, or other body such as an advocate.  You may need to give us permission if your complaint concerns sensitive information.

How to Make a Complaint

Investigating Your Complaint

You can make an official complaint, in the following ways:

We will acknowledge your complaint within 2 working days and give you a full response within 10 working days.

Escalating Your Complaint

If you are unhappy with the outcome of your complaint investigation, you can request that your complaint be escalated to a more senior member of staff.

You can do this in the same way that you made your original complaint.

We will acknowledge in writing within 2 days, and aim to respond fully within 10 working days.

Appealing to the Complaints Panel

If you are unhappy with the outcome of your complaint review, you have the opportunity to apply to have your complaint reviewed by a stage 3 panel. You will need to demonstrate that we have not fully and reasonably responded to your complaint previously and also advise us what you want as an outcome. If Approved, your appeal will be heard by a Director or other senior member of One Vision Housing as well as representatives from our Board and a Tenant Inspector.

You will have the opportunity to present your case to the panel face to face or in writing, telling them why you are not happy. You may bring another person with you, or have them speak for you.

The panel will then decide whether your complaint has been dealt with properly or not. They will write to you to explain their decision and inform you of the outcome within 30 working days from when your panel application was accepted.

Contacting a Designated Person

If you are not satisfied with the outcome of the Complaint Panel, you have a number of options available. You may contact your local Councillor or an MP. As a ‘Designated Person’ (as defined by the Localism Act 2011), they will attempt to resolve your complaint.

You can also contact the Tenant Mediation Panel. This is a group of One Vision Housing tenants who have been recognised by One Vision Housing to independently look at complaints after they have been through the complaints process, with a view to helping resolve issues.

You can contact the Tenant Mediation Panel on their e-mail tenantmediationpanel@outlook.com and details of your councillor or an MP are available on the internet or available at your local library.

Housing Ombudsman

If the Designated Person or the Tenant Mediation Panel feel they are unable to assist in resolving the complaint, then they will refer your complaint to the Housing Ombudsman. This is an independent and free national service, which investigates complaints against Registered Housing providers.

If you do not wish to contact a Designated Person, or the Tenant Mediation Panel, then you may contact the Housing Ombudsman directly, however, you must wait 8 weeks from the end of the complaints process.

Housing Ombudsman Service,
81 Aldwych, London WC2B 4HN
0300 111 3000
info@housing-ombudsman.org.uk
 

Complaint Performance

We continually monitor our complaints performance in order to make it easier for you to make a complaint and to improve our response to your complaints.

You can see how we performed on complaints by looking at our Annual Complaint report on the right.

We also compare our performance on complaints with other organisations.  You can see how we compare by looking at the ‘complaint Benchmarking’ report on the right.

From the benchmarking report, you will see that we are in the ‘top quartile’ for complaints satisfaction.  This means that compared with other organisations, we are doing quite well, but there is always room for improvement.