Compliments, Complaints and Suggestions
We want you to have an excellent service from us.
We always try to do that – but sometimes we don’t quite get it right.
That’s why hearing from you about things we’ve done well or things we need to do to improve is really important to us.
We want to hear from you if you:
- Have received a particularly good service
- Are unhappy with the service you’ve received from us or you feel that you’ve been unfairly treated
- Have a suggestion on how we could improve
Just fill in the form and it’ll come straight to us…
In some cases, we may not be able to deal with a complaint directly; this may be because they are covered by different procedures. The types of areas that we won’t deal with through our complaints procedure include cases covered by our insurance procedures or where the complaint has already been dealt with in another way, for example, by the courts or Ombudsman. We will always offer advice and assistance to customers wishing to make a complaint. If it is not appropriate for us to deal with an issue under the complaints procedure, we will let you know and advise you of what you can do next.
Where a complaint raises issues that fall within the responsibility of both the City of Wolverhampton Council and Wolverhampton Homes, both organisations will agree who will lead the investigation. We will let you know how your complaint will be handled. The reply will be approved by both organisations before it is sent.
What will happen with your complaint?+
If it’s something we can sort straightaway then we will do. If we can’t, your complaint will get passed to the manager responsible for the service which you’ve received. They’ll then investigate your complaint and respond to you within 10 working days.
Remedies and solutions+
We don’t always get things right so if we’ve made a mistake there are several ways we can try to put it right. We’ll start by saying sorry and we may:
- Carry out work, such as repairs
- Review a decision we’ve already made
- Review our procedures and ways of working
- Give a full explanation
- Consider financial compensation
Different stages of complaints+
We aim to resolve all complaints at stage 1.
When you make your complaint we’ll try to resolve the matter straightaway. If we can’t we’ll acknowledge your complaint within 4 working days. We’ll then pass your complaint to the manager responsible for the service which you’ve received. They’ll then respond to you within 10 working days from the day your complaint was received.
If the investigation is going to take longer we’ll be in touch to let you know when you can expect a full reply.
What if I’m not satisfied with the response given at Stage 1?
We hope that you’re satisfied with the response given at stage 1.
But if you think we haven’t addressed the issue properly or that you’ve got new evidence or information which we need to know about then you can ask us to review our original decision.
You need to do this as soon as possible, preferably within 28 calendar days.
You’ll need to tell us why you’re not satisfied, detailing exactly what issues you think we’ve not fully addressed, or if you think there’s something inaccurate in our reply or you have new evidence/information.
Your complaint will be reviewed and responded to by the relevant head of service following approval by a director/assistant director. They will reply within 10 working days. If it’s going to take longer they will get in touch to let you know when you can expect a full reply.
This is the final stage of the Wolverhampton Homes Complaint Procedure.
What if I’m not satisfied with the response given at Stage 2 – you now need to read the information in the section below entitled What other options are there?
Let us know what you thought of our complaint process+
If you have recently made a complaint through our Complaint Procedure at stage 1 or stage 2 and you have received a reply from us - let us know how you thought we handled your complaint.
The survey will allow us to get general feedback on the complaint process from people who have been through the process which will help us to improve our service.
If you have any queries about your complaint specifically or the complaint process please email email@example.com
What other options are there?+
There are some complaints which will be considered by the Housing Ombudsman and others that will be considered by the Local Government and Social Care Ombudsman. We will advise you on how to progress your complaint and which Ombudsman service to contact.
There is a lot of useful information on the Housing Ombudsman website: www.housing-ombudsman.org.uk Telephone: 0300 111 3000.
Local Government and Social Care Ombudsman
There is a lot of useful information on the Local Government and Social Care Ombudsman website: www.lgo.org.uk Telephone: 0300 061 0614.
Other ways you can contact us with a complaint, compliment or suggestion+
- Email us at firstname.lastname@example.org
- Through webchat
- Call in at any of our One Stop Shops
- Write to Wolverhampton Homes, Customer Feedback Team, Chillington Fields Industrial Estate, off Hickman Avenue, Wolverhampton, WV1 2BY (please note this office is not open to the public).
- Ask a friend, relative, advocate or anyone to contact us on your behalf. In these cases we will need your consent to discuss issues with them.
- Request a compliments and complaints form from one of our One Stop Shops or by calling Homes Direct 01902 556789 – let them know if you need any help in making your complaint and they will put you in touch with our Customer Feedback Team who will support you.
- Last Updated: Wednesday, 07 March 2018 17:59