resolved complaints

Below are three examples of complaints received by whg. Each case states what the complaint was and how it was resolved.

Complaint - Bathroom Fitting

A customer in Darlaston complained about the service provided by bathroom fitting contractors. The workmen had fitted the bath in the wrong place, left the water tank in a dangerous condition, and shown disregard for the customer's possessions by using her towels to stop a leaking toilet.

whg duly investigated the complaint, and raised the issue with the construction partner who had carried out the work. They apologised to the complainant for the unacceptable level of service provided, and we asked our partner to visit the property and compensate for any damage caused. Following this, the partner reviewed their processes to ensure this would not happen again.

Complaint - Anti-Social Behaviour

An owner occupier in Willenhall submitted an anti-social behaviour complaint about whg tenants. The whg tenancy management team investigated the issue thoroughly and found no evidence to uphold this. The complainant was dissatisfied with the stated outcome.

The complainant was then invited to a meeting with a member of the whg tenancy management team, where the manager carefully explained that we had systematically investigated the complaint, looking at over 500 hours of video footage, and found no evidence of criminal behaviour by whg tenants. We explained that we had consulted with the Police, the Youth Inclusion Unit, and the Anti-Social Behaviour unit, and rigorously adhering to our Anti-Social Behaviour policy and procedures, and given the facts, we could not take this complaint any further. We made them aware of their option to take the matter to the police as a criminal matter.

Complaint - Drain Repairs

A tenant had a problem with rats entering her property and getting under her bathroom floor. The Disinfestation team diagnosed that it was a drainage problem. However, there was no work done to complete the repair to the drains within the next 12 months as this repair was classified as a low level priority. After several attempts to have the rats eradicated, the tenant turned to environmental health, who subsequently dealt with the issue.

The tenant complained that whg had gone back on its obligation to eradicate the rats and had failed to prioritise the issue.

After a thorough investigation, we recognised that we had failed to follow our own policies and procedures. We failed to deal with this problem effectively and within reasonable timescales. We apologised for the inconvenience caused and awarded appropriate compensation.