Compliments, Complaints and Suggestions
We are committed to providing you with excellent service. You can help us to make sure we are doing this by letting us know your views.
Your feedback is important to us
Please tell us if you:
- Are unhappy with the service you have received from us or the way you have been treated (complaint).
- Have received a particularly good service (compliment).
- Have suggestions on how we could improve the services that we provide (suggestion).
How can you provide us with this information?
- Phone Homes Direct on 01902 556789.
- Call in at any of our One Stop Shops.
- Email us at complimentsandcomplaints@wolverhamptonhomes.org.uk
- Complete our secure online general enquiry form.
- Write to our Complaints Officer, Wolverhampton Homes, 29 Market Street, City Centre, Wolverhampton, WV1 3AG.
- Ask a friend, a relative, advocate or anyone to contact us on your behalf.
- Complete the Compliments and Complaints form available at our One Stop Shops or request one by telephoning the Complaints Helpline on 554704.
What is a complaint?
A complaint is an expression of dissatisfaction about any of our services or the service provided by anyone on our behalf. Examples of a complaint include where you believe:
- We have failed to do something we should have done.
- We have treated you unfairly.
How does our Complaints Procedure work?
There are three stages to our Complaints Procedure. We aim to resolve all complaints at Stage 1.
Remedies and Solutions
If we have made a mistake, there are several ways we can try to put it right. We can:
- Make an apology.
- Carry out work, such as repairs.
- Review a decision we have already made.
- Review our procedures and ways of working.
- Give a full explanation.
- Consider and advise on financial compensation.
Complaints Helpline
We will always try to deal with your complaint to your satisfaction. If you need any help or advice regarding the stages and what you can expect, please do not hesitate to contact our Complaints Helpline on 554704.
What will happen with your complaint?
Stage 1 –
When you make your complaint to us, if we are unable to provide you with a response straightaway, we will acknowledge your complaint within 4 calendar days. We will then write to you with a full response or update you within 14 calendar days.
What if I am not satisfied with the outcome of my Stage 1?
Stage 2 –
If you are not satisfied with the outcome of your Stage 1 complaint, please contact us as quickly as possible, preferably within 28 days of receiving the response to your complaint. We will acknowledge your complaint within 4 calendar days. Your complaint will be investigated by a senior manager and we can meet with you to discuss your complaint. A full written response will be sent to you within 14 calendar days.
What if I am not satisfied with the outcome of my Stage 2?
Stage 3 -
If you are not satisfied with the outcome of your Stage 2 complaint please contact us as quickly as possible, preferably within 28 days of
receiving the response to your complaint. You can appeal by writing to the Chief Executive, Wolverhampton Homes, 29 Market Street, City
Centre, Wolverhampton, WV1 3AG or if you prefer you can contact the Complaints Helpline on 554704 for assistance.
We need to know:
Exactly why you are not happy with the response that you have received. What you had expected to be the outcome of your complaint.
If you would like the Appeals Group to be involved in the review of your complaint in conjunction with the Chief Executive.
What is the Appeals Group?
> The Appeals Group is made up of six Wolverhampton Homes tenants or leaseholders who can consider your Appeal in conjunction with the Chief Executive. All your personal details will be removed from your Appeal.
The Chief Executive will:
Acknowledge your Appeal within 4 calendar days. Investigate your Appeal and respond within 28 calendar days.
What if I am not satisfied with the outcome of my Stage 3?
Stage 3 is the final stage of the Wolverhampton Homes Complaints Procedure. If you are still not satisfied after you have completed
the complaints process, you can contact the Local Government Ombudsman at:
PO Box 4771
Coventry
CV4 0EH
Tel: 024 7682 1960
Email: advice@lgo.org.uk
Website: www.lgo.org.uk
