Complaints and Compliments
At Quays what is important to us are the changes we see in people’s lives. Some are small changes, some are huge… all are significant to us. We aim to give you the best customer service possible and openly encourage feedback.
Has a staff member gone the extra mile? Do you have a positive story to share? If so, we would love to hear it.
Email: info@quayshousing.co.uk
Complaints
We recognise that sometimes you may feel our service has fallen short of expectation and we will work with you to put things right and we’ll always try to use your feedback to improve services where we can.
What is a complaint?: We adopt the Housing Ombudsman’s definition of a complaint-
‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’
It is not a request for service, a service request is a request from a tenant to their landlord requiring action to be taken to put something right.
If you are dissatisfied with our service, please let us know as soon as possible and we will aim to put this right, we will raise a Stage 1 complaint to investigate. For full details of the complaint process please see below
To raise a complaint, you can:
Email – info@quayshousing.co.uk
Call – 01257 367374
In Person: Tell a staff member about your concerns and they will report for you
Stage 1 complaint
- your complaint will be logged to a dedicated Complaints officer and an acknowledgement letter will be sent via post/email within 5 working days of receipt.
- The dedicated complaints officer will investigate the complaint and respond within 10 working days, where applicable if the complaint is complex we may extend this a further 10 days but only with agreement from the complainant.
- We will record learnings from the compliant and act upon them.
Stage 2 Complaint
- If, after we have investigated your complaint, you are still not happy you can ask us to progress to Stage 2. This review will usually be done by a Senior Manager or a Director. They will undertake a detailed review and investigation to ensure your complaint has been handled in a fair and appropriate manner and a written response will be provided to you within 20 working days.
- If you remain unhappy after stage 2 you have exhausted our process and you can refer your complaint to the Housing Ombudsman for review.
Contact your MP or the Housing Ombudsman Service
If you remain dissatisfied with the way we have handled your complaint you can ask a designated person or panel to review your complaint. This can be your MP or local Councillor or alternatively, you can ask the Housing Ombudsman Service to escalate your complaint after you have completed our complaints procedure.
A list of MPs/Councillors can be found at
www.parliament.uk/mps-lords-and-offices/mps.
Housing Ombudsman Address:
Housing Ombudsman Exchange Tower,
Harbour Exchange Square,
London
E14 9GE
Telephone Number: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk
Telephone: 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)