What if we get it wrong?
This section explains our Complaints policy and procedure and tells you what to do if you are not satisfied with our services. |
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OUR AIM
Our aim is to provide a high quality service that meets your needs but sometimes we may get it wrong and fall short of our high standards. If you are dissatisfied, we want to hear from you. We will use what you say about our services to improve them. |
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We want to make complaining to us: |
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Easy to understand |
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As quick as possible, with pre-set deadlines |
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Fair |
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Confidential |
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Thorough |
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WHAT IS A COMPLAINT?
These are some of the reasons you may want to complain to Apna Ghar: |
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We want to make complaining to us: |
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we have not provided a service to you |
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you are unhappy with the level of service provided |
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you think there has been an unreasonable delay in providing the service |
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you think we have not followed our procedures |
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you think we have treated you unfairly |
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| To help you complain we have a written complaints policy and procedure. Please let us know if you wish to receive a copy of this. |
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HOW TO MAKE AN INFORMAL COMPLAINT
We hope that you would first talk to a member of staff whom you deal with regularly. Tell them why you are not happy with the service you are receiving, and how you want things to improve. Most complaints can be resolved at this stage. However if you are unhappy with their response, then you can make a formal complaint about the service. |
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| HOW TO MAKE A FORMAL COMPLAINT |
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You can make a formal complaint by: |
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Telephoning, or coming in to see, any member of staff at Apna Ghar |
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Completing a complaints form. Please click here to download this form. You will need to return the completed |
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form to The Director at |
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Apna Ghar Housing Association, 1 Olympic Way, Wembley, Middlesex HA9 0NP . |
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Asking someone else to contact Apna Ghar for you. |
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You think we have not followed our procedures |
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| You also have the right to complain to the housing association that owns your home. To do this you will need to look at their complaints policy. Please note that in most circumstances you need to go through Apna Ghar's complaints procedure first. |
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| HELP WITH THE COMPLAINT |
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You may wish to ask someone to help you make the complaint, such as: |
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A Friend or relative |
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A Citizen's Advice Worker |
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Someone you work with |
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| THE STAGES OF MAKING A FORMAL COMPLAINT |
| If you make a formal complaint to us - |
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Stage 1:
You will receive a letter from our Director to acknowledge your complaint within 3 working days and a full response within 10 working days.
Stage 2:
If you are unhappy with the response you need to write to us asking for your complaint to be investigated further. A panel of the Management Board will investigate and a decision will be given to you within 20 working days.
Complaints about our policies will automatically go to Stage 2. The next stage depends on what your complaint is about.
Stage 3 (for complaints about housing management services):
If you are still not satisfied with the outcome you can take your complaint to your landlord - this is the owning housing association. Apna Ghar will provide you with the specific detail of your landlord if you wish to pursue your complaint at stage 3. |
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| If you are still not satisfied you should write to The Independent Housing Ombudsman at: |
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81 Aldwych, London WC2B 4HN
Tel: 020 7421 3800
Lo-Call: 0845 712 5973
Fax: 020 7831 1942
Email: info@housing-ombudsman.org.uk
Website: http://www.housing-ombudsman.org.uk/ (to use the online complaints form) |
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Please remember that normally you can only approach the Ombudsman when your complaint has been through all the other stages described above.
Stage 3 (for complaints about support services):
If you are still not satisfied with the outcome you can take your complaint to the relevant Supporting People Authority - this is the local council that funds the support services we provide. We can provide you with details of your Supporting People Authority should you wish to pursue your complaint further. |
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CONFIDENTIALITY
At each stage your complaint will be treated in the strictest confidence. |
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PUTTING THINGS RIGHT
If your complaint is found to be reasonable then Apna Ghar will try, as far as possible, to put you in the position you would have been in if things had not gone wrong in the first place. |
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