The Association is constantly trying to improve its service to tenants and in this respect we carry out tenants satisfaction surveys on a regular basis.
These are useful to gauge the satisfaction of customers over the more general aspects of our service and help us to take into our customers views when reviewing our policies and procedures. We also feel however that improvements can be made by monitoring complaints about the way things are dealt with on a day to day basis or if you are particularly unhappy about certain policies or procedures that we operate.
Our complaints policy gives us the opportunity to keep an eye on the quality of the service we provide so that we can continually work to improve it.
The aim of the complaints policy is to:
- Give clear details of what steps can be taken to try and put things right when there is a problem
- Provide a means of redress to complainants wherever possible
- Improve service delivery by using information from the system.
The policy provides a framework and guidance on how the Association will deal with, and record, complaints. A summary of the policy, a quick guide to timescales and a complaints form can be downloaded in PDF format by clicking on the links below.
Factored owners should note that the procedure for you is slightly different and the 'Owners' section of our website has details of the procedure for you.