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complaints and compliments
Are you satisfied with our service?
We like to know when you are pleased with our service and when things are going well - it helps us to see what's working and make sure that we are sharing that around whg. Passing on these 'top tips' improves the service we can provide to all our customers.
We do our best to give you a good service, but sometimes things do go wrong. We may not always know when this happens, so please do tell us - then we can try to put things right.
We take all complaints about our service seriously because they make it clear to us where we need to improve. We will do our best to deal with your complaint promptly and fairly. We will let you know who is dealing with your problem and what action we are taking to sort it out. If you make a complaint it will be kept strictly confidential.
It is also important to let our customers know the outcome of some of the complaints we receive. Click on the link to view case studies of complaints that have been resolved.
Who does the complaints procedure cover?
Anyone who receives a service from us or who is affected by our work can make a complaint. This includes tenants, leaseholders and people we are considering housing with us.
Who should I contact if I have a problem?
You should first take up the matter with your local housing office. They are usually in the best position to sort out the problem. However if you aren't happy with how they handle it, or if you feel that it isn't appropriate to take up your problem with them, you should use the complaints procedure.
What does the complaints procedure cover?
- Providing wrong or misleading advice.
- If we have failed to follow our own policies and procedures.
- Delays in undertaking work which cannot be explained in terms of policy.
- If you believe we have discriminated against you.
- If you believe we have treated you unfairly or rudely.
- If we have failed to keep an appointment.
What doesn't the complaints procedure cover?
There are certain things our complaints procedure cannot be used for. Examples of this are:
- people or organisations we do not control
- matters which are or likely to be court or tribunal proceedings.
How do I make a complaint?
You can complain in person, by telephone, in writing or online. It will help us to help you if you complete one of our complaints forms which are available in all of our local housing offices or click here (new window) to download a copy. This form is also available for you to complete and submit online.
The complaints procedure has four stages:
The complaints procedure has four stages:
Stage 1
In most cases we try to resolve your complaint immediately. Where it is possible to resolve your complaint within 24 hours, we will let you know what we can do by communicating with you in a way that suits you. If you have phoned in, you may want us to phone you back. If you have phoned in, you may want us to phone you back. If you have e-mailed in to whg, we can e-mail back.
If you are not happy with how we have dealt with your complaint at Stage 1, you can request that we progress the matter to Stage 2 of our complaints procedure.
If at Stage 1 we are unable to resolve the matter within 24 hours, we will automatically progress the matter to Stage 2 on your behalf.
Stage 2
Once your complaint has progressed to Stage 2, you will receive an acknowledgement within two working days of us receiving the complaint.
We may contact you to make sure we have all the facts we need so that we can fully investigate the problem. We will also check whether you need any support, such as language support, and will explain how your complaint will be looked into.
A team leader will then fully investigate your complaint and will reply to you within 10 working days.
Stage 3
Once you have received our reply, if you feel that your complaint was not dealt with to your satisfaction at Stage 2, please let us know within four weeks with details of why you remain dissatisfied and what further action you would like us to take. A Director will then review your case. You will receive an acknowledgement within two working days of us receiving your complaint. A full reply will be sent to you within 15 working days.
Stage 4
If you are unhappy with the way your complaint has been dealt with at Stage 3, you can appeal to your local committee. This must be within four weeks of receiving our reply. Write to a Director at your local housing office. Your complaint will be referred to a panel of local committee members, which includes tenants.
When your case is considered, you will be invited to attend so that you can put forward your case in person. You can also bring a friend or representative with you. You will receive a decision from the panel within 10 working days.
Address: IHO, 81 Aldwych, London, WC2B 4HN.
http://www.ihos.org.uk
Tel: 020 7421 3800
The Omdusman will check that you have taken your complaint through the four stages of our complaints procedure before taking your case on. If we have done something wrong, the Ombudsman will decide what needs to be done to put things right.
In most cases we try to resolve your complaint immediately. Where it is possible to resolve your complaint within 24 hours, we will let you know what we can do by communicating with you in a way that suits you. If you have phoned in, you may want us to phone you back. If you have phoned in, you may want us to phone you back. If you have e-mailed in to whg, we can e-mail back.
If you are not happy with how we have dealt with your complaint at Stage 1, you can request that we progress the matter to Stage 2 of our complaints procedure.
If at Stage 1 we are unable to resolve the matter within 24 hours, we will automatically progress the matter to Stage 2 on your behalf.
Stage 2
Once your complaint has progressed to Stage 2, you will receive an acknowledgement within two working days of us receiving the complaint.
We may contact you to make sure we have all the facts we need so that we can fully investigate the problem. We will also check whether you need any support, such as language support, and will explain how your complaint will be looked into.
A team leader will then fully investigate your complaint and will reply to you within 10 working days.
Stage 3
Once you have received our reply, if you feel that your complaint was not dealt with to your satisfaction at Stage 2, please let us know within four weeks with details of why you remain dissatisfied and what further action you would like us to take. A Director will then review your case. You will receive an acknowledgement within two working days of us receiving your complaint. A full reply will be sent to you within 15 working days.
Stage 4
If you are unhappy with the way your complaint has been dealt with at Stage 3, you can appeal to your local committee. This must be within four weeks of receiving our reply. Write to a Director at your local housing office. Your complaint will be referred to a panel of local committee members, which includes tenants.
When your case is considered, you will be invited to attend so that you can put forward your case in person. You can also bring a friend or representative with you. You will receive a decision from the panel within 10 working days.
Independent Housing Ombudsman
If you are still unhappy with the decision made by the complaints panel, you can write to the Independent Housing Ombudsman.Address: IHO, 81 Aldwych, London, WC2B 4HN.
http://www.ihos.org.uk
Tel: 020 7421 3800
The Omdusman will check that you have taken your complaint through the four stages of our complaints procedure before taking your case on. If we have done something wrong, the Ombudsman will decide what needs to be done to put things right.
Walsall Housing Group is regulated by the Housing Corporation, which sets out standards that we have to meet and provides safeguards for you, our customer.
We are committed to constant review and development of the service we offer our customers. Your opinion is valuable to us and we would welcome your comments and suggestions. To forward your comments or suggestions please click here.
