DEVELOPING HOMES AND CREATING OPPORTUNITIESFOR PEOPLE WITHIN WEST NORFOLK

COMPLIMENTS, COMMENTS AND COMPLAINTS

•Complaintswherelegalactionisalreadytakingplaceoradecisionhasbeenmadebythecourt•Complaintsaboutourdecisiontoendastartertenancy;refusaltoofferatenancyafteranapplicanthasbeenreferredornominatedtous;refusalofamutualexchange–thesewouldbedealtwithunderourappealspolicy.Ifthecomplaintisaboutthewayinwhichtheprocesshasbeenhandledthenthiswillbecoveredbythispolicy.

OUR COMPLAINTS PROCESSWhenyoucontactus,wewilltryandfixyourcomplaintstraightaway.Ifwecannotfixitimmediately,andyouwanttomakeaformalcomplaint,wehaveasimplethreestageprocessforhandlingcomplaints.

Stage 1 AtthisstageyourcomplaintwillbeformallyrecordedandtherelevantAssistantDirectorwillinvestigateyourcase.Withinthreeworkingdaysyouwillreceivealetterconfirmingthatwehavereceivedyourcomplaintandaleafletexplainingthecomplaintsprocedure.Thepersonresponsibleformanagingyourcomplaintmayspeaktoyoutotryandcomeupwiththerightsolutiontomakesurethattheproblemisfixed.Theywillwritetoyouwithin10workingdaystoconfirmthedetails.Theremaybetimeswhentheinvestigationtakeslongerthan10workingdaysandifthishappens,wewillkeepyoufullyinformed.

TELL US WHAT YOU THINKWe want you to be happy with the service you receive from us and to help us understand how we are doing we would like your feedback. We want you to tell us when we do something well, when we get something wrong, or any ideas you have for how we can improve what we do.We monitor compliments, comments and complaints so that we can learn and improve, and provide you with high quality services that you are happy with.

WHEN WE DO SOMETHING WELLWouldyouliketoformallyrecognisetheservicewhichyouhavereceivedfromaFreebridgeemployee?Letusknowandwecanthanktheindividualonyourbehalf.Yourfeedbackonwhatwedowellalsohelpsustosharegoodwaysofworkingacrosstheorganisation.

WHEN YOU WANT TO MAKE A COMMENTDoyouhaveacommentaboutourwork,orasuggestionforhowwecanimprovewhatwedo?Shareyourviewswithus.

WHEN WE GET SOMETHING WRONGSometimesthingsgowrongwithourservice. Ifthishappens,youcanmakeacomplaint. Acomplaintis:

‘When the customer is unhappy about the service they have received from us’.

Wetreatthefollowingascomplaints:•Whenwehaven’tmetourServiceStandards•Whenwehaven’tdonesomethingweshoulddo,legallyandcontractually•Whenthecustomerisunhappywithadecisionoraction(ifthisdecisionoractionisoutsideofanagreedpolicytoprovideaservice)•Whenthecustomerisunhappywiththeattitudesandbehavioursofouremployeesorcontractors.Wedonottreatthefollowingascomplaints:•Complaintsaboutanti-socialbehaviourornuisancebyFreebridgetenants.Thesearehandledseparately.Ifthecomplaintisaboutthewayinwhichtheprocesshasbeenhandledthenthiswillbecoveredbythispolicy.•Initialrequestsforaserviceorinformation,forexamplereportingarepairforthefirsttime.Howeverwhenwefailtomeetourservicestandardsthiswillbecoveredbyourpolicy.

COMPLIMENTS, COMMENTS AND COMPLAINTS

I have a Compliment

Comment

Complaint

Name:

Address:

Phonenumber:

Emailaddress:

Stage 2If,afterStage1youarestillunhappy,youcancontactamemberoftheExecutiveteamasnamedinourletter.Withinthreeworkingdays,wewillwritetoyouconfirmingyourcomplaint.ThememberofExecutivewillreviewyourcomplaint,andthepreviousinvestigation.Theymayspeaktoyoutotryandcomeupwiththerightsolutiontomakesurethattheproblemisfixed.Theywillwritetoyouwithin10workingdaystoconfirmthedetails.Stage 3Ifyouarestillunhappy,youwillbeofferedtheopportunitytohavetheissueconsideredbyaComplaintsPanel(madeupofBoardmembers,ofwhichatleastonewillbeatenant.)TheComplaintsPanelwillreceivepapers,aboutthecomplaint.ThiswillincludeanycommentsyouhavemadeandyouwillbegiventheopportunitytoattendameetingandputthecomplaintdirectlytothePanel,withafriendoradvisor.Theywillwritetoyouwithin10workingdaysofthemeetingwiththeirresponse.Inexceptionalcircumstances,amemberoftheExecutivemaybeabletoforwardacomplaintfromStage1toStage3.

PleasesignanddatethisformandreturnittoFreebridgeCommunityHousing,JuniperHouse,AustinStreet,King’sLynn,NorfolkPE301DZorhanditinatourofficesatJuniperHouse.

Signed:

Date: (pleasereadFairProcessingStatementoverleaf)

Please give details of your Compliment, Comment or Complaint

COMPLIMENTS, COMMENTS AND COMPLAINTS!

FURTHER OPTIONSIfyouremainunhappyordissatisfiedwiththeresponsetoyourcomplaint,youcanappealtoeitheraMemberofParliament,alocalcouncillororarecognisedTenantPanel.PleasecontactusfordetailsofMembersofParliament,localcouncillorsorrecognisedTenantPanelson03332404444oremailtalk@freebridge.org.ukIfthecomplaintcannotberesolvedbyanMP,localCouncillororapprovedTenantPanel,itcanbereferredtotheHousingOmbudsmanService.AlternativelyyoucantakeyourcomplaintdirecttotheOmbudsman.

TheaddressfortheHousingOmbudsmanis: HousingOmbudsmanService 81Aldwych London WC2B4HN

Telephone: 03001113000Email: info@housing-ombudsman.org.ukWebsite: www.housing-ombudsman.org.uk

DEVELOPING HOMES AND CREATING OPPORTUNITIESFOR PEOPLE WITHIN WEST NORFOLK

TENANT CHECKEDIFYOUNEEDANYHELPTOUNDERSTANDTHISLEAFLET,PLEASEGETINTOUCH:

FreebridgeCommunityHousing JuniperHouse AustinStreet King’sLynn NorfolkPE301DZ

Email:enquiries@freebridge.org.uk Main Switchboard Telephone:03332404444Office Opening Hours: 8:45am-5.15pm(Mon-Thurs) 8:45am-4.45pm(Fri) BankHolidays,SaturdayandSundayClosed

Out of Office Hours: Themaintelephonenumber(03332404444)willdivertto24houremergencyservice.*ThisdocumenthasbeenviewedandapprovedbyFreebridgetenantsbeforepublication.

FOR YOUR NOTES

FAIR PROCESSING STATEMENTFreebridgeCommunityHousing(Freebridge)isaRegisteredProviderofSocialHousing.Freebridgeneedstocollectcertaininformationaboutitstenantsandleaseholdersinordertobeabletoactasaresponsiblelandlord,andtofulfilitsstatutoryduties.TheinformationgatheredinthisformwillbeusedbyFreebridgeanditsthirdpartypartnersinmeetingitsobligations,andinordertoinformitsserviceusersfromtimetotimeabouttheservicesitcanoffer.Ifyouhaveanyqueriesregardingthecollectionanduseofthisinformation,pleasecontactyourHousingOfficer.

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