Complaints and compliments

Your feedback is very important to Wolverhampton Homes.

Please compliment us if we are doing things right but please let us know if you are unhappy with our services.

Compliments

We need to know when we get things right so we can share good ways of working throughout our organisation.

You can make a compliment over the telephone by contacting 01902 554704, face-to-face at our local offices, in writing to:

Compliments Officer,
Wolverhampton Homes,
29 Market Street,
Wolverhampton,
WV1 3AG

email: complimentsandcomplaints@wolverhamptonhomes.org.uk

We will write to you within four calendar days to confirm we have received your compliment and to thank you for taking the time to contact us.

Comments and suggestions

We welcome your comments, views and suggestions on our services. Your feedback helps us to improve our services.

Please contact us in the same way as highlighted above. 

How does our complaints procedure work?

There are three stages to the Wolverhampton Homes complaints procedure. It is important to raise your concerns initially at Stage 1 before to progressing to Stage 2. This will give us the opportunity to help you before things escalate.

Complaints procedure

Stage 1

You can raise concerns directly at your local office, over the telephone, in writing to your local office or by email in which ever way is most convenient for you. For more details telephone 01902 554704.

1. Face to face, telephone

We will try to deal with your concerns as quickly as possible. If we are not able to respond straight away we will contact you within 4 days:

• To advise you of the outcome to your complaint.

Or

• If longer is required to look into your complaint we will tell you the name and contact details of the officer dealing with your complaint and confirm you will receive a written reply within 14 calendar days.

2.     Letter

We will acknowledge your letter of complaint within 4 calendar days and respond within 14 calendar days

3.     Email

We will acknowledge your email in 1 working day and if possible respond. If we need more time we will tell you and then contact you within 4 calendar days;

• To advise you of the outcome.

Or

•  If longer is required to look into your complaint we will tell you the name and contact details of the officer dealing with your complaint and confirm that you will receive a reply within 14 calendar days.

Stage 2

If you are not happy with the reply you have received to your concerns at Stage 1 you must tell us this either by telephone, in writing, by email (see above for our contact details).

Stage 3

If you are not satisfied with the reply you have received to your Stage 2 complaint you can appeal by writing to:

Chief Executive,
Wolverhampton Homes,
29 Market Street,
Wolverhampton,
WV1 3AG

or by contacting the complaints helpline on 01902 554704