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At SYHA we aim to provide high quality services but we know that sometimes things go wrong. We need to know about this as quickly as possible so that we can put things right. Your views are important to us in other ways too - they help us plan the way services are delivered in the future. This guide aims to make clear the ways in which you can complain to us, the steps we will take to resolve your complaint and how you can appeal against our decisions. We aim to resolve customer complaints speedily, effectively and fairly. We are committed to making it easier for our customers to provide feedback to us and then making sure that we use this feedback to improve our services.
At SYHA we define a complaint as: "An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by SYHA or our staff affecting an individual customer or group of customers".
We recognise that sometimes situations arise that are best dealt with in other ways. So whilst we will generally follow this procedure there may be times where we decide to take a different approach. We will always explain why this is and what we can do to help. Here are some are examples:
We can take only limited action on complaints made anonymously.
We have a simple three stage process for dealing with complaints. It is important that you go through each stage in turn. You can call, write, ring or email us. Or you can complete an online complaints form (see stage 1 below). The contact details for all of our offices can be found in the "contact us" section on this website. If you cannot complain yourself, ask someone to do this for you such as a relative, friend or neighbour. You may wish to go to a Citizens Advice Bureau or a solicitor for advice too. We will deal with your complaint fairly, and as quickly as we can. The complaint will be treated confidentially and your details will not be disclosed to others without your permission. If you need assistance at any stage of the complaints procedure please let us know and we will be glad to help.
Please Note: For Care & Supported Housing Services there are also alternative/ additional complaint routes which are identified in the Service Information Pack. Stage 1 If you are unhappy, your first point of contact should be the local SYHA office or project that dealt with you. The staff there will have the information needed and may be able to put things right straight away. You can write, telephone, or call in person. If you call in the office you can bring someone with you if you wish, and you can ask to discuss the matter in private. If you are telephoning or writing, you may wish to make an appointment to see a member of staff either in the office or at home. Written complaints can also be made by completing an online complaints form. Our staff will need to know your name and address, full details of the reason for the complaint, and what action you would like us to take to put the complaint right. We will acknowledge your complaint within 48 hours and tell you who is dealing with it. We aim to resolve your complaint within 14 days of receipt. If we think it will take longer we will let you know and give you a date by which you can expect a response. If you want to move on to Stage 2 you must let us know within 28 days of being notified of our Stage 1 decision and tell us why you remain dissatisfied. Stage 2 If you wish to appeal against the decision made you should contact the appropriate Manager. Details of how to do this will be in your Stage 1 decision letter which will give the name of the person to contact. The Manager will investigate and you should receive a reply to your appeal within 14 days. If you want to move on to Stage 3 you must let us know within 28 days of being notified of our Stage 2 decision and tell us why you remain dissatisfied. Stage 3 If you are unhappy with the Manager's response you can ask that your complaint is reviewed by the "complaints sub-committee". Details of how to do this will be in your Stage 2 decision letter. This sub-committee is made up of members of the SYHA Board. You will be given the opportunity to attend this meeting and you will be contacted within 14 days of receipt of your letter to arrange a suitable time. The meeting will be held in the office closest to your home if this is possible. The decision of the sub-committee will be sent to you within 7 days of the meeting. The sub-committee is the final stage of SYHA's complaints procedure. It cannot look at any complaint unless it has already gone through Stages 1 and 2 of the SYHA complaints procedure. Housing Ombudsman Service If you live in a property that SYHA owns or manages or you have applied to us for housing and you are still not satisfied after following all 3 stages you can make a complaint to the independent Housing Ombudsman Service:
Housing Ombudsman Service
Tel 0207 421 3800 Email info@housing-ombudsman.org.uk A booklet about the Ombudsman Service can be obtained from any of our offices.
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