How To Make A Complaint

How To Make
A Complaint
“We promote equality of opportunity in every aspect of our
business in line with our objectives.”
Wiltshire Rural Housing Association—How to make a complaint 2014
1
COMPLAINTS AGAINST THE ASSOCIATION
It is in the interest of the Association to
ensure that complaints are resolved
promptly, politely and fairly. A full
complaints policy is available and
gives further information as well as
setting out the strict time frame that
must be met regarding the complaint.
The Association is always prepared to consider complaints from
tenants about the service it provides. You should complain to the
Housing Manager either verbally or in writing.
If the Association fails to respond in three weeks or you are
dissatisfied with the response, you should write to the Chief
Executive and you will receive a written response.
If you are still unhappy with the response, you may appeal to a
panel of three Board members. You and a representative may
attend the appeal meeting if you wish. You will be advised on the
outcome of your appeal by the Chairman within five days.
WRHA is a member of the Independent Housing Ombudsman
Scheme. Tenants can contact them if they are still dissatisfied.
You can also approach the Homes and
Community Agency, which registers and
monitors Housing Associations.
Wiltshire Rural Housing Association—How to make a complaint 2014
2
COMPLAINTS AGAINST OTHER TENANTS
Verbal Complaints
The Association intends to deal with verbal complaints in an
informal manner.
Before making a complaint, if possible, you should attempt to
resolve the problem yourself by discussing the nuisance with the
person causing the problem.
If the problem cannot be resolved in this way, you should contact
the Housing Manager with details and they will attempt to make
an informal agreement as to what action, if any, is appropriate.
This would usually involve an informal discussion with the person
causing the problem.
If the problem persists, you would be asked to put your complaint
in writing.
Wiltshire Rural Housing Association—How to make a complaint 2014
3
COMPLAINTS AGAINST OTHER TENANTS
CONT’D
Written Complaints
Before making a written complaint, you should have made efforts,
as appropriate to resolve the problem yourself, before contacting
the Housing Manager with your complaint.
The Housing Manager will visit each party individually to discuss
the situation with them, as appropriate.
If the situation continues a joint meeting could be arranged,
where all parties could attempt to resolve the dispute.
In exceptional circumstances, the Board may authorise the
appointment of a Mediator.
If you still feel you have not been treated fairly you can use the
Appeals procedure outlined on page 2.
Wiltshire Rural Housing Association—How to make a complaint 2014
4
COMPLAINTS FROM NON-TENANT NEIGHBOURS
Neighbours will be advised to attempt to resolve the situation
themselves in the first instance, by approaching the tenant causing
the problem.
If this is unsuccessful the complainant can contact the Housing
Manager again with details of their complaint.
The Housing Manager will then contact the tenant to discuss the
problem.
If the situation continues a joint meeting could be arranged, if
appropriate, for all parties to discuss the problem.
Complainants can also use the appeals procedure on page 2 if
they feel they have been treated unfairly.
Non-tenants are not able to use the Independent Housing
Ombudsman service.
Wiltshire Rural Housing Association—How to make a complaint 2014
5
POINTS TO CONSIDER WHEN MAKING A
COMPLAINT
•
A judgement will have to be made as to the ‘reasonableness’ of
the complaint. You will need to remember what is nuisance to
one maybe acceptable to the majority of people.
•
Has there been a breach of the law?
•
Has there been a breach of the tenancy conditions?
•
Does the complaint amount to anti-social behaviour?
•
Has the tenant causing the problem been approached by the
complainant?
•
Does the complainant want the Housing Manager to approach
the perpetrator?
•
Is the complainant prepared to act as a witness in serious
cases?
•
Has every other option been tried?
•
Are all concerned prepared to gather evidence, appear in Court
and live with the consequences of losing?
•
Will legal action make things better?
•
This process is lengthy.
Wiltshire Rural Housing Association—How to make a complaint 2014
6
POINTS TO CONSIDER WHEN MAKING A
COMPLAINT
Under the terms of the Association Tenancy Agreement, the tenant
has an obligation not to cause or allow members of his/her
household or visitors to cause a nuisance. Where this obligation is
not maintained the Association is entitled to go to Court to seek
possession of the property on ground 14 (the Housing Act 1996,
section 148).
GROUND 14
The tenant or a person residing in or visiting the dwelling-house (a) has been guilty of conduct causing or likely to cause a nuisance
to a person residing, visiting or otherwise engaging in a lawful
activity in the locality, or
(b) has been convicted of (i) using the dwelling-house or allowing it to be used for
immoral or illegal purposes, or
(ii) an arrestable offence has been committed in, or in the
locality of, the dwelling house.
Wiltshire Rural Housing Association—How to make a complaint 2014
7
COMPLIMENTS
It is nice to hear when you are pleased with our services. It helps
us to identify what works well for our customers, which can be very
useful for improving our services.
Useful Addresses
Homes and Community Agency
Maple House
149 Tottenham Court Road
London W1T 7BN
Website: www.homesandcommunities.co.uk
Independent Housing Ombudsman
Norman House
105—109 Strand
London
WC2R OAA
Website: www.housing-ombudsman.org.uk
Wiltshire Rural Housing Association Ltd
20 High Street
Bromham
Chippenham
SN15 2EX
Tel: 01380 850916
Fax: 01380 850820
E-mail: [email protected]
www.wrha.co.uk
The Wiltshire Rural Housing Association Ltd is an exempt charity under
the Charities Act 1993 and is registered with charitable rules under the
Industrial Provident Societies Act 1965.
This leaflet is part of the Resident Handbook and can be viewed or
downloaded from www.wrha.co.uk
Wiltshire Rural Housing Association—How to make a complaint 2014
8