Private and confidential Our commitment to you How to tell us your

Please use a ballpoint pen to complete this form
We are committed to delivering
excellent services for all of our
customers.
Your comments count
Your comments, good or bad, can help
us to improve our services. If you have
a problem or an idea, we can only act
on it if you tell us about it.
This information leaflet tells you:
how to pay a compliment;
how to make a complaint;
how to make a suggestion; and
how we deal with compliments,
complaints and suggestions.
How to tell us your
compliment, complaint or
suggestion
You can contact us in any of the
following ways.
By filling in and returning the
attached form.
Coming to any Barnsley Connects
office.
Over the phone on
01226 775555.
In writing to any Barnsley Connects
office.
By e-mail to
[email protected].
On-line at
www.berneslaihomes.co.uk.
Compliments
Complaints
Please tell us if you want to pass on a
compliment or say thanks to our staff. It
is nice to know that we are doing a
good job. We can also learn from and
build on the good things. We pass on
any compliments we receive to the
relevant staff and their manager. We
will send you a letter thanking you for
your compliment.
We welcome complaints. Not only can
we try to sort your problem out, but if
needed, we can improve our services
and change how we do things in the
future.
Suggestions
We welcome your suggestions. You are
in the best position to tell us how we
can improve our service.
We will confirm that we have received
your suggestion. We consider all
suggestions and we will contact you to
give you feedback.
What we will do when
you complain
Private and confidential
Complaints, compliments and suggestions form
If you complain, we always try to deal
with your complaint straightaway. We
call this an informal complaint.
If we can’t sort out your complaint
immediately, we will let you know when
we will deal with it by.
If you want to make a complaint, we
need to know:
your name;
your address;
your phone number;
when the problem happened;
brief details of the problem;
who was involved; and
what you would like to happen as a
result of your complaint.
If you have already complained
informally about the problem and you
are still unhappy, you can contact us
again. We call this a stage one formal
complaint.
Whatever way you complain, we will
make sure that we pass your complaint
to the right person, and that it is
investigated quickly. We will write to
you within two days of receiving your
complaint to tell you:
that we have got your complaint;
who is dealing with your complaint;
how you can contact the person
dealing with your complaint; and
when you will receive a response.
If you cannot contact us yourself,
someone else can make a complaint for
you. We will need their name and
address too.
We will then investigate your complaint
and reply to you within 10 working
days of receiving it. We can agree to
respond sooner if you feel that we need
to. If we can’t respond to you by the
agreed time, we will contact you to let
you know.
If you have a compliment, a complaint or a suggestion about us, please fill in your details.
Cut along the dotted line. Moisten the gummed edges on the other side, fold and seal. Postage is free.
Our commitment to you
You can use this form if you want to make a complaint, pass on a compliment
or make a suggestion. You can hand it in at any Barnsley Connects office or
simply seal the prepaid form and post it to us.
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Buddhist
Jewish
Sikh
Rastafarian
No religion
Prefer not to say
Muslim
Hindu
I want to make a:
Other (please give details)
compliment
Yes
Do you consider yourself to be disabled?
If you have a disability, please tick any of the following that apply.
To help us make sure that we treat everyone equally, please tick the details
which apply to you. You do not have to fill this section in. However, we
would appreciate your help in filling in the following section.
How do you describe your ethnic background?
White British
Any other white background
Mixed white and black Caribbean
Mixed white and Asian
Any other mixed background
Pakistani
Bangladeshi
Any other Asian background
Black Caribbean
Black British
Any other black background
Gypsy traveller
Gypsy Romany
Prefer not to say
White Irish
Black African
Mixed white and black African
Chinese
Indian
Any other ethnic group
Asian British
I don’t know
complaint
suggestion
Name:
No
Hearing problem
Sight problem
Speech problem
Use a wheelchair
Mental-health problem
Need help to walk
Almost unable to walk
Learning disability
Title (Mr, Miss, Mrs, Ms):
Address:
Phone number:
If we get in touch with you, do you need any of the following?
Large print
Sign language
Braille
Audio tape or CD
Please use the space below to tell us about your compliment, complaint or
your suggestion. If you are making a complaint, please include details of
when any problems happened, what the problems were, who was involved
and how you would like us to put things right.
Interpreter
If we visit you, should we do any of the following?
Knock loudly
Use the back door
Use the side door
Wait to be let in
Use the front door
Make a special appointment
(see below)
Does not apply
If you are making the complaint for someone else, please remember to give
us their name and address too.
If we have to make a special appointment to visit you, should we:
make the appointment with a key
make the appointment with someone
worker (for example, social worker)?
who has the power of attorney for you?
Contact details
Contact details
What is your first language?
English
Albanian
Farsi
Polish
Hindi
Urdu
Spanish
Bengali
Punjabi
Chinese
Russian
French
Arabic
Other
w ww. b e rn e sl aih o m es .co . uk
Christian
Disability
Equal opportunities monitoring
How would you describe your sexuality?
(If ‘other’, please give details.)
2
You can use this form if you want to make a complaint, pass on a compliment
or make a suggestion. You can hand it in at any Barnsley Connects office or
simply seal the prepaid form and post it to us.
What is your faith?
ww w.be r nes l ai ho me s .co .uk
5
Heterosexual or ‘straight’
Bisexual
Gay woman or lesbian
Gay man
Other
Prefer not to say
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6
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Your comments count:Layout 1
11/3/11
08:47
Page 2
RESPONSE SERVICE
Licence No. NEA 14030
Customer Service Team
Berneslai Homes
PO Box 627
Barnsley
S70 9FZ
RESPONSE SERVICE
Licence No. NEA 14030
Notes
Tenants and Residents
Associations (TARAs)
You can get involved by starting or
joining a local TARA. For details of your
local TARA or for help setting up a new
TARA, please contact our Community
Engagement Team. (see page 9)
What is the role of a
tenants’ and residents’
association
A tenants’ and residents’ association
(TARA) is a group of people who act as
a voice on housing and community
issues, and work with us in developing
our policies. Anyone living in the area
represented by a TARA can join.
2
Customer Service Team
Berneslai Homes
PO Box 627
Barnsley
S70 9FZ
TARAs are responsible for:
working with us and Barnsley Council
to get local people involved in
making decisions about their homes
and environment;
being a contact between us and the
community;
organising and encouraging
community and social activities; and
working with other voluntary groups
to develop a community spirit and
bring people together.
How can I set up a
tenants’ and residents’
association (TARA)
Our Community Engagement Team can
offer support and advice if you would
like to know if there is an association in
7
your area or you want to set up a new one.
See page 9 for how to contact us or fill in the
questionnaire at the back of this booklet.
Barnsley Federation of
Tenants and Residents
What is the Barnsley Federation of Tenants
and Residents?
The federation works with us and Barnsley
Council to make sure that we and the council
consider tenants’ and residents’ views in all
decisions that affect them. The federation is run
by a management committee, which is made
up of representatives from each TARA in
Barnsley and any other resident of the borough.
A main focus for Barnsley Federation of
tenants and residents is the Berneslai
Challenge Panels. These panels meet
regularly to check that Berneslai Homes is
delivering the service we promise to deliver.
This is called ‘scrutiny’. These panels have the
power to hold us to account if we are not
delivering the services you deserve. To test our
services the panels meet with officers, shadow
staff, interview staff, interview customers and
read documents and information we give
them. They will then tell us what they have
found and ask us to make any improvements
they feel are necessary.
Barnsley Federation are really keen to get
more people involved in the Berneslai
Challenge Panels. You can find out how to
contact the Federation on page 9.
Community Centre
Tenant Board Member
What is a community centre?
What is a tenant board member?
A community centre is a building managed
by the community, for the community. The
activities which take place in community
centres range from adult learning classes and
training to social events and sporting or
leisure activities.
What do I do if I am
unhappy with this
response?
What do the management committee do?
The management committee:
set up a booking arrangement for anyone
who wants to hire the community centre;
provide hire agreements;
arrange keyholding and cleaning duties;
make sure that the community centre
meets all health and safety and other
legal requirements;
promote the centres they manage so that
they attract more visitors; and
look into getting funding from other
organisations to improve facilities at the
centres.
If you are unhappy with the response to
your complaint, you can ask us to look
Your right to manage – What is it?
at your complaint again. This is what
This right only applies to council tenants and
we call a stageleaseholders.
two complaint. We will
To find out if there is a community centre in
Some
estates aroundand
the country
are
your area, or to get in investigate
touch with the
your complaint
will:
Community Buildings Officer:
Berneslai Homes
Phone: 01226 774379
Email:[email protected]
Post: Gateway Plaza, P.O. Box 627, Barnsley
S70 9FZ
How else can I get involved?
As well as all these methods of getting involved,
you can join the management committee of
your local community centre or become a
Berneslai Homes tenant board member.
w w w. b e r n e s l a i h o m e s . c o . u k
We are managed by a board of
directors. This board is made up of three
council representatives, three independent
members and three tenants or
leaseholders, who are all interviewed for
the job, plus an elected chairperson.
Our board members all receive a salary.
Since 2002, when we were set up,
members of the board have helped to
make decisions that have changed the
lives of thousands of our tenants and
leaseholders.
If you want to know more about
becoming a tenant board member,
please ring us on 01226 772725.
8
To apply to become a board member, you
must be a secure tenant or leaseholder.
managed by ‘tenant management
organisations.’ (TMOs), which are tenant
organisations that run their own housing
services. These services include:
review the action we have taken so
collecting rent and service charges;
far;
organising repairs and maintenance; and
sure thatyour
buildings are kept clean
contact you tomaking
discuss
and tidy.
complaint and gather any extra
information needed;
contact our staff to gather extra
information;
w w w . consider
b e r n e s l the
a i hevidence;
o m e s . c o and
. u k then
pass the findings to the appropriate
Director of Housing who will make a
final decision.
2
We will then respond to you in writing
within 15 working days. We will
contact you to let you know if we
cannot respond to you within this time.
Tenants do not have to do these jobs
themselves. Instead, they can:
employ staff;
use council housing staff who will work
temporarily for the tenant management
organisation (TMO); or
employ a managing agency.
The council will still own the homes and be
the landlord but the TMO works with the
council to provide services to the local
community, and council representatives can
be invited onto the committee.
If you are on our getting involved mailing
list we will contact you.
In ‘Open House’, our tenants’ newsletter.
At tenants meetings, conferences and events.
On our website at
www.berneslaihomes.co.uk.
A fresh approach to people, homes and communities
How to contact us about getting involved?
If you need help understanding this information,
please ask one of our staff or phone Customer
Services on 01226 772720.
If you would like more information about how
you can get involved, please contact our
Community Engagement Team in one of the
following ways.
How do I complain to
the Local Government
Ombudsman?
Deciding to use the right to manage
If you are interested in managing your estate,
it’s best to contact us to find out exactly what’s
involved and whether it’s the best option for
you and what other options are available.
Phone: 01226 772727
Email: communityengagement
@berneslaihomes.co.uk
Post: Gateway Plaza, P.O. Box 627,
Barnsley S70 9FZ
Berneslai Homes Limited is a company controlled by Barnsley Metropolitan Borough Council. A company limited
by guarantee, registered in England and Wales, number 4548803. Registered Office: 10th Floor, Gateway Plaza,
Off Sackville St., Barnsley, South Yorkshire S70 2RD. www.berneslaihomes.co.uk
For more information about the Barnsley
Federation of Tenants’ and Residents’, you
can contact the Federation Support Officer
in one of the following ways.
You can complain to the Local
Where else can I get information about the
Government
Ombudsman at any stage,
Right to manage?
butThethey
willofusually
Department
Communitiesonly
and investigate
Phone: 01226 240110
Local Government has some useful
Email: [email protected]
your
complaint
if
you
have
given
us theResource Centre
information on their website Post: Federation
www.communities.gov.uk/housing
Prospect Street, Barnsley, S70 2NR
chance
to Federation
consider
your complaint
The National
of Tenant
Management Organisations (NFTMO) has
through
our
own
complaints
procedure.
lots of useful information about existing
TMOs and how to set up a new one.
YouWebsite:
can www.nftmo.com
contact the Ombudsman direct
[email protected]
at: Email:
Phone: 01704 227053
A fresh approach to people, homes and communities
Getting Involved
Working together for you,
your homes and your communities.
A fresh approach to people, homes and communities
If you need help understanding this information, please ask one
of our staff or phone Customer Services on 01226 775555.
How will I know about the different
involvement opportunities, and what’s
Beverley
happened as aHouse
result of getting involved.
17
Shipton Road
We use the following methods to keep you
up to date.
York
Y030 SFZ.
October 2011
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Phone: 0845 6021983
E-mail: [email protected]
w w w. b e r n e s l a i h o m e s . c o . u k
Your comments
count
You can get leaflets about the
Ombudsman from all Barnsley Connects
offices.
How to make a compliment,
a complaint or a suggestion
about Berneslai Homes
For details of how to contact your local
Barnsley Connects office, please see
our leaflet ‘Getting in touch’.
A fresh approach to people, homes and communities
Berneslai Homes Limited is a company controlled by Barnsley Metropolitan Borough Council. A company
limited by guarantee, registered in England and Wales, number 4548803. Registered Office: 10th Floor,
Gateway Plaza, Off Sackville St, BARNSLEY, South Yorkshire, S70 2RD. www.berneslaihomes.co.uk
July 2011
8
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w w w. ber nesl ai hom es. co. uk
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