We want to deliver a good service. Please let us know if you think we are doing something well. We want to pass on your praise to our staff and knowing that we’ve got something right will help us to continue to offer a good service now and in the future.
Unfortunately we sometimes make mistakes and we understand making a complaint can be frustrating. However we need a chance to put things right for you and to learn from what’s happened.
We can’t do that unless we know there is a problem and the sooner that you let us know of your concerns the quicker we can put things right.
What we need from you
Our commitment to you
How we deal with complaints
Let’s Sort It
The Tenant’s Forum asked us to resolve complaints more quickly and named the first stage of our complaint process “Let’s Sort It” to reflect that.
All complaints will go through the Let’s Sort It stage of our process. This means that the member of staff best placed to deal with your complaint will contact you within 5 days of receiving your concerns. They will agree an action plan and timescale with you.
Once that person has investigated and offered a solution to your concerns we will close your complaint. However, if you are dissatisfied with the way your concerns have been investigated then you can ask for your complaint to be escalated to the review stage.
The Manager of the service you are concerned about will look at the way your complaint has been dealt with. They will check that we have followed our policies and procedures to resolve your complaint and let you know the outcome of their review.
If you are still unhappy with the response, your complaint may be escalated to a Senior Manager and then a panel of 3 Board members. This final stage of our process is only available to our tenants, leaseholders, shared owners and housing applicants.
Teign Housing’s complaint policy and procedure are available on our website or can be sent to you on request.
Housing Ombudsman Service
The Housing Ombudsman Service will only consider complaints after we have fully investigated them at all stages of our process.
Independent Housing Ombudsman Scheme
London WC2B 4HN
0300 111 3000