Compliments and complaints

Compliments

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.

Complaints

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

  • Let us know what the problem is
  • Tell us what we can do to resolve the issue
  • Please send any concerns to haveyoursay@teignhousing.co.uk, contact customer services on 01626 322 722

Our commitment to you

  • If we can resolve the problem at the first point of contact then we will
  • We aim to respond on time.  If we make you a promise we will stick to it. We will keep you regularly updated on the progress of your complaint

Online complaints form

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 and 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.

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.

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.

Further information

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
81 Aldwych
London WC2B 4HN

www.housing-ombudsman.org.uk

0300 111 3000