Your Guide to Making a Complaint Why do we have a Who can Complain? Complaints Procedure? Our complaints procedure is open to everyone who We at CCHA aim to provide a responsive, high receives or is requesting a service from us or anyone quality service to all our residents, applicants, acting on their behalf. service users and agencies with whom we work. This may include:- Whilst we make every effort to do this, we • Tenants, applicants for housing, or others who recognise that there may be times when you feel receive a service from CCHA dissatisfied with the service you have received. If this happens, we would like to know so that we • Families or advocates of tenants or applicants can try to put the matter right. • Social workers, advice agencies or any other This guide tells you under what circumstances person acting on behalf of a tenant or applicant you can make a complaint to CCHA and how you • Agencies who manage schemes on our behalf should go about doing so. • Residents of agency managed schemes • Local Authority Councillors or Member What is a Complaint? of Parliament CCHA defines a complaint as "An expression • Individuals or agencies affected by the of dissatisfaction about CCHA's action, lack work or services of CCHA of action or standards of service, where an Information received that is anonymous will be initial response has not proven satisfactory". considered, but for practical reasons will not be This could include for example:- treated as a complaint or bound by the complaint • Failure to provide a service or to achieve the procedure. standards of service we have promised • Failure to fulfill our legal or contractual obligations Resolving Complaints Early CCHA aims to make sure that all matters are addressed • Unfair treatment by staff to an enquiry or request at the earliest possible stage. Our staff are available • Dissatisfaction with the attitudes or behaviour to talk over any concern you might have to try to resolve of contractors, agents or staff any problem. Before making a formal complaint, you • Dissatisfaction with a decision or the way may therefore want to resolve your concerns with the that it was made. member of staff who has been dealing with you. Alternatively, you may wish to talk the matter over Where to Complain? informally with a relevant Manager. Our Customer Sometimes there will be complaints that CCHA Service Officers can help to put you in touch with the cannot deal with. For example, you may have a right person on 020 8680 7532 or by visiting our complaint about the Housing Benefit system at Reception at Norfolk House. the Local Authority or other outside agency that It is hoped that most matters of concern can be resolved you have come into contact with. Where this is at this stage. However, if you are not satisfied with the the case we will wherever possible, try to direct response you receive you may wish to make a more you to the appropriate place or person. Our formal complaint. Customer Services Officers can help you with this and are contactable on 020 8680 7532 or you can speak with them directly by visiting our Reception in Norfolk House at the address below. CROYDON CHURCHES HOUSING ASSOCIATION 6th Floor, Norfolk House, Wellesley Road, Croydon, Surrey CR0 1LH switchboard: 020 8680 7532 fax: 020 8688 5316 www.ccha.biz STAGE 2 • The Managing Director will decide on an appropriate Senior Manager to hear your complaint. This may be a Head of Department, continued the Operations Director, or another Director. • You will receive an acknowledgement within 5 working days, and a written response setting Who do I Contact and How? out any action or investigation within 10 working There are a number of ways that you can contact days. our Complaints Officer to tell them about your • If you remain dissatisfied you must inform the complaint. Formal complaints do not have to be in Complaints Officer within 10 days from the date writing. Where needed we can offer a translation of the written outcome. Clearly state the reasons service and in special circumstances the Complaints why you are dissatisfied and that you wish to Officer can make a home visit to take the details of proceed to Stage 3. your complaint. Telephone: 020 8633 8730 STAGE 3 Write to: • Your complaint will be considered by a panel, The Complaints Officer, which will include the Chief Executive and a 6th Floor, Norfolk House, Wellesley Road, CCHA Board member. Croydon, CR0 1LH • A final decision on your complaint will be made E-mail: and passed to you within 20 working days. email@example.com The Complaint Stages Explained What if I am still dissatisfied? STAGE 1 If you are still not satisfied after exhausting our complaints procedure, you can ask the Housing • Contact the Complaints Officer stating that you Association Independent Ombudsman to investigate wish to make a complaint. If you are writing to your complaint. us, you can use the form attached to the back The Ombudsman will not normally investigate your of this guide. Please address the envelope to complaint unless you have first gone through all three the “Complaints Officer”. If you are telephoning, stages of CCHA’s own complaints procedure. the Complaints Officer will take details of your complaint. If you are e-mailing you can either The address is:- send details of your complaint; and ask the The Housing Ombudsman Service Complaints Officer to telephone you; or request a 81 Aldwych, London WC2B 4HN form to be e-mailed to you to complete and return. Tel: 020 7421 3800 • Your complaint will be recorded on our Register The Independent Housing Ombudsman complaint of Complaints, and the matter passed to an form can also be completed on line at appropriate manager for investigation. www.ihos.org.uk You will receive an acknowledgement within 5 working days, and a full response setting out The Outcome of Your Complaint any action or investigation within 10 working If your complaint is upheld at any stage, and it is days. You will be informed of the outcome in found that CCHA has failed to provide you with a writing. good quality service we will take action to ensure that • If you remain dissatisfied you must inform the the matter is put right straightaway. If you have paid Complaints Officer within 10 days from the date money for a service which you have not received you of the written outcome. Clearly state the reasons may be entitled to financial compensation under our why you are dissatisfied and that you wish to Compensation policy. Copies of these are available proceed to Stage 2. from the Complaints Officer. Your Complaint If you wish you may use this form to tell us about your complaint. Fill in as much of the form as possible so that we can quickly assess your complaint. If there is not enough space on this form please continue on a separate sheet of paper. Your Details (Please use BLOCK CAPITALS) Name: Title: (Mr, Mrs, Ms) Address: Postcode: E-Mail: Telephone: Day: Evening: Mobile: 1 Please state the nature of your complaint 2 Have you complained to a staff member? YES NO 3 Who did you contact and when? 4 What do you think Croydon Churches Housing Association should do to put things right? 5 If there is anything that makes it difficult for you to use our service, for example English is not your first language or you have a disability, please use the space below to tell us how we might help you. 6 Details of other agencies, family or advocates involved Signature Date Complaints Monitoring It would help us to monitor the complaints we receive if you would complete the boxes below. This form is kept separately from your complaint papers and is not seen by the person investigating your complaint. How would you describe your ethnic origin? Please tick one part in each box A B Asian Black Caribbean White African Other South-East Asian Mixed British/European Irish Other Are you: Combination of above groups Male Question refused Female Please use the attached freepost envelope (overleaf) to return your form to us. Please contact us on 020 8680 7532 if you require this form in large print or an alternative format.
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