Our aim is to provide an excellent service. But we need your help to let us know how you feel about our services to you.
In order to encourage feedback from our customers, we have a procedure which ensures that compliments, comments and complaints are welcomed and that any complaint is fully investigated fairly, openly and without bias, and any appropriate action is taken. We are committed to learning from our compliments, comments and complaints and to improving our services as a result of this feedback.
All complaints are monitored and where you have provided the relevant information we will monitor by gender, age, ethnicity and disability to ensure that everyone is treated equally.
We will report the overall outcomes and improvements made as a result of complaints, compliments and comments to the Residents' Sounding Group at least annually and we will publish a summary in our newsletters at least annually.
It is important for the Association to hear when a customer has a compliment about the service so that good practice can be identified, encouraged and continue to improve.
We are interested to hear any comments or suggestions our customers may have about our procedures. We encourage and evaluate these comments and incorporate them into reviews of policies and procedures.
We aim to provide excellent service, but we are aware that sometimes things can go wrong. It is important that you tell us when this happens so that we can put things right for you and prevent the same thing happening again.
The simplest and quickest way to resolve a problem is to raise it with the relevant member of staff:
If you do not feel that the matter has been put right at this stage, you can use the formal complaints procedure set out in this leaflet.
Please note that we will not normally consider complaints about events which took place more than 12 months ago or where we feel that a complaint is being pursued unreasonably.
For full details of our procedure please read our Complaints Policy below.