TENANTS HANDBOOK SECTION 6 CONSULTATION AND COMPLAINTS

< Last HOME Next >

Consultation

Grove Housing Association is legally obliged to inform you and consider your views about building work, improvements and maintenance matters whenever these effect your home.

It may concern the services which we provide for you or the effect of our activities in the area in which you live.

We aim to fulfil our legal obligations by consulting individuals or groups who are affected by our activities. The consultation may take the form of individual letters, local newsletters, public meetings or any other method which seem appropriate.

However, there is no need for you to wait until we approach you. You should feel free to approach us, individually or as a group, about any aspect of our activities affecting you which you would like to change or influence in some way.

Complaints

We aim to deal with all complaints as quickly and efficiently as possible.

Step 1
You should first raise any complaint with your Housing Officer either verbally or in writing. The Housing Officer shall attempt to resolve the matter as quickly as possible and reply to you in writing within 5 working days.

Step 2
If the matter has not been resolved, and the Association receives a further complaint, either verbally or in writing, the complaint shall be referred to the Senior Officer. The Senior Officer shall liaise with the appropriate Housing Officer to obtain all relevant details. The Senior Officer shall reply to you within 10 working days

Step 3
If you are still not satisfied, a further written complaint may be made to the Association’s Management Committee, and the Chairperson will reply to you within 10 working days.

Step 4
At this stage if you feel that the problem has not been satisfactorily resolved, you may take your complaint to the Department for Social Development (Housing Associations Branch).