Compliments comments and complaints www.rooftopgroup.org 1
Compliments, comments and complaints We welcome your feedback because it helps us to learn and continuously improve Rooftop s standard of service to our customers. Please tell us if you feel the service you received was less than you expected to give us the opportunity to put things right. Complaints from Rooftop customers will be dealt with as set out in this procedure. Complaints from others will be considered on a case by case basis. We also like to hear when we have done something special. We also like to hear when we have done something really special. We share your comments with staff and residents and will also look to see how we can use the good practice in other areas of our work. Compliment If we have done something well, please tell us about it and we will share your comments with the people involved. 2
What will happen when I make a complaint? You can make your complaint in a number of ways: complete a compliments, comments and complaints form online at www.rooftopgroup.org on request in person or by telephone on 0800 0421 800 or 01386 420800 email to hda@rooftopgroup.org in writing to the Housing Admin Team at Rooftop Housing Group, using the address on the back of this leaflet. Please tell us about your concerns within two months of the issue arising. Service request If the service received was less than you expected, we would like the opportunity to put things right. In the first instance contact the person you usually deal with (for example your housing officer) and we aim to respond within eight working days. If you are not sure who to contact or need help call us on 0800 0421 800 or complete the contact form at www.rooftopgroup.org. 3
Front line staff are trained and empowered to effectively handle and resolve customer issues and we aim to resolve the majority of complaints at this stage. You can take any unresolved issues through our complaints procedure. Our three stage complaints procedure Stage 1: Complaint (manager) Your complaint will be acknowledged. The manager of the relevant service area will contact you as part of their investigation and aim to respond within 10 working days. If it needs more time to investigate your complaint, we will keep you informed of progress by telephone, or in writing should you not have a telephone, at least every five working days until you are advised of the outcome of the investigation. Stage 2: Complaint review (director) If you feel there are outstanding issues following the manager s response, you can have these reviewed by the relevant director who will respond within 10 working days. If this is not possible and the review will take longer, we will keep you informed of progress at least every 10 working days until the matter is resolved. 4
Stage 3: Complaint Review Panel (Customer Panel Member, Tenant Board member, Group Chief Executive) If you continue to feel there are unresolved issues, you can ask to be referred to the Complaint Review Panel to consider your case. The Panel aim to meet within 20 working days of you confirming what issues are outstanding and what you would like to be done differently. The Panel s role is to ensure that approved Rooftop policies and procedures have been followed. The Panel s decision is the final stage of Rooftop s complaints procedure. 5
Designated Persons and the Housing Ombudsman Service If you still feel your problem has not been resolved at the end of Rooftop s complaints procedure, you can refer your case to a Designated Person such as Rooftop residents Local Resolution Group. They can be contacted by email at lrg@rooftopgroup. org or by calling 0800 0421 800. Your MP and local councillor are also Designated Persons. They will give impartial advice and try to put things right in a way they think may work best or they may decide to refer you straight to the Housing Ombudsman. Alternatively, you can wait eight weeks and contact the Housing Ombudsman directly at: Housing Ombudsman Service 81 Aldwych London WC2B 4HN 0300 111 3000 info@housing-ombudsman.org.uk www.housing-ombudsman.org.uk If you are a leaseholder or freeholder and your complaint is regarding a service charge, you may choose to take your complaint to a Leaseholder Valuation Tribunal. 6
I need help making a complaint, what can I do? If you need support to make your complaint, you can ask our staff to help you. You can also ask someone else to make a complaint on your behalf as an advocate. This could be a friend, family member, a carer, or an agency such as the Citizens Advice Bureau. Alternatively, a Designated Person or involved resident may be able to offer support. We welcome complaints made on behalf of a customer, however we will only share the outcome with your advocate if you give consent. We do not accept legal professionals as advocates (or anyone being paid to carry out this role) as this becomes a litigation matter and is excluded from the complaints process. 7
Rooftop Housing Group 70 High Street Evesham, Worcestershire WR11 4YD 01386 420800 enquiries@rooftopgroup.org www.rooftopgroup.org @Rooftop_Housing Rooftop Housing Group Printed April 2016