Complaint Policy & Procedures Summary
1. Introduction
The Association’s Complaints Policy has been designed to ensure that all complaints and service requests are handled fairly, inclusively, and effectively. We aim to correct mistakes and address tenant concerns promptly. This summary will also be made available in a video format on this page in the coming days. Please be aware that in the comprehensive complaints policy document, the term ‘EGO’ is used to refer to the Complaints Co-Ordinator.
2. Who Can Complain?
- Tenants and customers of the Association.
- Individuals on the waiting list or those who have terminated their tenancy within the last 12 months.
- Complaints can be submitted directly or via a third party (e.g., an MP) with permission.
3. How to Make a Complain
3.1 You can make a complaint in the following ways:
- Telephone: Call our Complaints Co-Ordinator on 07842 411 743.
- Email/Letter: Send your complaint to the Complaints Co-Ordinator
- Complaints@eldonhousing.co.uk
- The Office, 21 Bardsley Court, 174-176 Selhurst Road, South Norwood, London SE25 6LX
- Complaint Form: Fill out and submit a complaints form.
- In Person: Verbally inform any member of staff.
- Third Party Representation: A friend, family member, or advocate can submit it on your behalf with your permission.
4. Complaint Handling Stages
4.1 Stage 1 Complaint
Acknowledgment: Within 5 working days, the complaint is acknowledged, and a Named Person is assigned.
Response: The Named Person investigates and responds within 10 working days. If more time is needed, an explanation and a new deadline (not exceeding an additional 10 days) will be provided.
4.2 Stage 2 Complaint
Escalation: If dissatisfied with the Stage 1 response, you can request a Stage 2 review.
Acknowledgment: The Stage 2 complaint is acknowledged within 5 working days.
Response: A senior manager investigates and responds within 20 working days. If more time is needed, an explanation and a new deadline (not exceeding an additional 20 days) will be provided.
5. Final Steps
If still dissatisfied after Stage 2, you can escalate the matter to the Housing Ombudsman or, for care-related issues, to the Local Government and Social Care Ombudsman.
6. Response Times
- Service Requests: First contact within 3 working days and aim to resolve within 10 working days.
- Stage 1 Complaints: Response within 10 working days.
- Stage 2 Complaints: Response within 20 working days.
7. Resolution Actions
In instances where we identify an issue, the Association will determine the most appropriate course of action, considering the prevailing circumstances and policy considerations. The resolution may include one or more of the following measures:
- Issuing an Apology.
- Providing Explanations or Reasons.
- Taking Corrective Action.
- Offering Financial Remedies.
- Changing Policies or Procedures as Needed.
8. Confidentiality
All complaints are handled in line with data protection legislation to ensure confidentiality.
9. Monitoring and Improvement
We continuously monitor complaints to identify patterns, improve services, and ensure compliance with our policy.
10. Contact Information for Ombudsman
Housing Ombudsman Service:
Email: info@housing-ombudsman.org.uk
Phone: 0300 111 3000
Address: PO Box 1484, Unit D, Preston PR2 0ET
Local Government and Social Care Ombudsman:
Phone: 0300 061 0614
Address: PO Box 4771, Coventry, CV4 0EH
Care Quality Commission (CQC):
Phone: 0300 061 6161
Website: cqc.org.uk
Email: enquiries@cqc.org.uk
11. Additional Documents
- Complaints Policy and Procedure
- Self-assessment against the Code
- Annual Complaint Performance and Service Improvement Report
- Governing Body’s Response to the Report
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