We try to deliver an excellent service every time. We know that sometimes we don’t get it quite right; that’s why hearing from you about things we’ve done well or things we need to improve on is 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 it is covered by different procedures. The types of complaints 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 the Ombudsman. We will always offer you advice and support to make your complaint and if it’s not appropriate for us to deal with it under our complaints procedure, we will tell you what you can do next.

If your complaint is about services provided by both us and the City of Wolverhampton Council, we will work together to decide who will lead the investigation and we will let you know how your complaint will be handled. The reply will be approved by both organisations before it is sent.

We have a Complaints Policy which details how we will manage and respond to complaints: Complaints Policy.pdf

We also have an Unreasonable Complainant Behaviour Policy which explains how we will decide if a complaint will be treated as unreasonable or unreasonably persistent and what we will do in those circumstances: Unreasonable Complainant Behaviour Policy.pdf

What will happen with your complaint?+

If it’s something we can sort straight away then we will do. If we can’t sort it straight away, your complaint will get passed to the manager responsible for the service you’re unhappy with. They’ll then investigate your complaint and respond to you. 

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+

Stage 1

  • We aim to resolve all complaints at stage 1.
  • When you make a complaint we’ll try to sort it straight away. If that’s not possible, we’ll acknowledge your complaint within three working days. We’ll then pass your complaint to the manager responsible for the service you’re unhappy with. Wherever possible they will contact you to discuss your complaint and will provide a full response to you within 15 working days.
  • If the investigation is going to take longer, we’ll let you know when you can expect a full reply.

 

What if I’m not satisfied with the response given at Stage 1?

Stage 2

  • If you feel we haven’t addressed the issue properly or 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 tell us as soon as possible, preferably within one month.
  • You’ll need to tell us why you’re not satisfied, exactly what issues you think we’ve not fully addressed, or if you think there’s something in our reply that’s not right or if you have new evidence or information.
  • The relevant service manager will review and respond to your complaint within 20 working days. If it’s going to take longer, they will let you know when you can expect a full reply.
  • This is the final stage of our Complaints 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 complimentsandcomplaints@wolverhamptonhomes.org.uk

 

Let us know how you thought we handled your complaint

What other options are there?+

Housing Ombudsman

You can ask the Housing or Local Government and Social Care Ombudsman to consider your complaint, dependent on the nature of your complaint. We will advise you on how to progress your complaint and which Ombudsman service to contact.

For more information about the Housing Ombudsman visit their website: www.housing-ombudsman.org.uk or telephone 0300 111 3000.

 

Local Government and Social Care Ombudsman

For more information about the Local Government and Social Care Ombudsman visit their website: www.lgo.org.uk or telephone 0300 061 0614.

 

Other ways you can contact us with a complaint, compliment or suggestion+

  • Email us at complimentsandcomplaints@wolverhamptonhomes.org.uk
  • Through webchat
  • Call in at any of our One Stop Shops
  • Write to Wolverhampton Homes, Customer Feedback Team, Bilston Town Hall, Church Street, Bilston, Wolverhampton, WV14 0AP.
  • Ask a friend, relative, advocate or any trusted person to contact us on your behalf. Please note we will need your authority to speak with them.
  • Request the 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 completing the form and they will put you in touch with our Customer Feedback Team.
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