Download a copy of the complaints leaflet
Compliments and complaints

How to pay a compliment
We hope you are happy with our service. Please let us know if you think we are doing something well – this will help us to continue to offer a good service. If you wish to pay a compliment, please use our online contact form by clicking here >>


How to complain
What is a complaint?
We know that sometimes you may be unhappy with our service. You should complain when we or our contractors have done something badly or we have not done something that we should have. For example, the standard of a repair is poor and we have not put this right, you are unhappy with how you have been treated by staff or there have been unacceptable delays in providing a service to you. To read our complaints policy click here>> 

Requesting information or a new service, or making an initial report of a fault or repair is not a complaint. If you are unhappy about the behaviour of your neighbours, do not use this form. Please speak to your Neighbourhood Services Advisor or Sheltered Housing Co-ordinator. Click here to find your Neighbourhood Services Advisor >>

Making a complaint
There are several ways for you to officially make a complaint.

Understanding the problem
If you make a formal complaint we will offer you a confidential interview, either at your home or in our office. You have a right, at your own cost, to have a friend or advocate present at any interview. You also have a right to have a Tenant Representative present at any interview.

Keeping it clear
We will explain our decisions clearly and in plain English. If necessary we will give you explanations for our decisions.

Treating everyone fairly
Do you need information translated, put into large print, Braille or explained verbally? We will make these options available at no cost to you.

What happens if a group of us want to complain?
Where a complaint is made by more than one person, for example, a petition, Teign Housing will deal directly with one person as a point of contact. Any correspondence will be sent to the first person named on a petition.

What happens if I make a complaint?
Our complaints procedure has three stages:


Stage 1
We will acknowledge receipt of your completed complaint form within three working days. This letter will explain which Teign Housing manager is dealing with your complaint (usually the manager of the department your complaint relates to). Following a detailed investigation, our full response will be sent to you within 21 days of receipt of the complaint.

If we need more time to provide a full response, we will write to you to let you know the reasons for the delay and tell you when you will receive a full reply. This will be no longer than an additional five working days.We will try to resolve your complaint as quickly as possible. The manager involved will assess your complaint and decide what action (if any) should be taken.

 


Stage 2
If you are still unhappy following the decision made at stage 1, you can request to move your complaint to stage 2. This request must be within 21 days of the date of the full response to stage 1 being sent to you. It can be made in writing, verbally (in person or by telephone) or by e-mail. Your complaint will then be reviewed by another member of our management team, who will decide what action (if any) should be taken. You will be sent a letter within three working days acknowledging that your complaint is now being dealt with at stage 2. You will receive a full response within 21 days of the request to move the complaint to stage 2. Only in the most exceptional of circumstances will an extension of time be requested.

 


Stage 3
If you are still unhappy with the outcome of stage 2, you can ask for your complaint to be moved to stage 3 This request can be made in writing, verbally (in person or by telephone) or by e-mail but must be within 21 days from the date of our full response to stage 2 of your complaint. Your complaint will then be forwarded to a panel of Teign Housing Board Members and a external Board Member from another housing association to investigate.

You will be invited to attend a meeting with the panel, which will be arranged within one month of the date we receive your request for your complaint to be taken to stage 3. The panel of Board Members will write to you advising you of their decision within five working days of the panel meeting. This will be the final response from Teign Housing.


Still unhappy?
If you are still unhappy after completion of stage 3 of your complaint, you may want to contact the independent Housing Ombudsman.

Independent Housing Ombudsman Scheme
81 Aldwych
London WC2B 4HN

Telephone: 020 74213800
Low call: 0845 7125 973
e-mail: info@housingombudsman.org.uk

Compensation
If we fail to provide you with a good service we will consider offering you compensation in line with guidelines from the Housing Corporation.Compensation will normally be offered only where you have suffered a financial loss or severe distress. Claims for compensation will need to be made within 28 days of the date to which the claim relates. If you are in arrears with your rent or service charges, compensation may be used to pay all or part of the arrears.

Lessons learnt
We want all our customers to be happy with the service we provide. We will use your complaint to help us to learn how to do things better in the future.

Speak to your Tenant Representative
The Tenants’ Forum, Senior Forum and local residents groups can all offer support if you are not happy with the way we are dealing with your complaint. Contact our Community Development team on 01626 322750 or 01626 322751 for details on who to contact.

Other useful contacts
The Citizens Advice Bureau (CAB) is independent and impartial. It provides information, guidance and advice on a range of issues free of charge.
website: www.adviceguide.org.uk

The CAB has offices in Exeter and across Teignbridge, including in Newton Abbot, Dawlish and Teignmouth. For more information, please contact

01626203141 or e-mail: newtonabbot@teignbridgecab.org.uk

What next?
Please send the complaint form (click the right side advert to download), with any other information that you think is relevant, to us in a pre-paid envelope (available from Teign Housing reception or Customer Services). If you do not have a pre-paid envelope, you can send it to:

Governance and Performance

Teign Housing
Templar House
Collett Way
Newton Abbot
TQ12 4PH

Tel: 01626322714 or e-mail: info@teignhousing.co.uk

If you need help completing this form, or would like it in another language, please contact Customer Services on 01626 322722. If you have a text phone, call 01626 322797.