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What is a complaint?
We work very hard to try and provide
the best possible service. Occasionally we get things wrong and a service may be
provided below the high standards that we expect.
If you have received poor service or
you are not happy with the way we have dealt with you, tell us so that we can,
where possible, sort out the problem
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What can I complain
about?
You may want to complain if you think that
- We have not
treated you fairly or politely
- We have not
done something we should have
- We have done
something badly
We take all
complaints seriously but there will be times when we can't
change a decision (for example, for legal reasons)
United Welsh
staff are trained to deal with complaints in a professional
manner. If we have made a mistake we will put things right and
apologise.
We will also try
to make sure that we do not repeat the same mistakes. |
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Who can complain?
Anyone who comes into contact with United
Welsh can make a
complaint.
Anonymous complaints of whatever
nature will be noted but not formally investigated by United Welsh.
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How can I complain?
If you have a complaint about a
service you have received or would like to receive, then please follow the steps
outlines below:
In
most cases the member of staff most directly responsible will deal with your
complaint. An important exception to this is when you have made complaint about
a member of staff. In these cases, a manager will deal with your complaint.
Talk the matter over with the member
of staff you have already dealt with
If you are not sure who to contact,
please call a member of our customer services team on 0800 294 0195
A member of staff will try to
resolve your complaint immediately. If this is not possible the complaint will
be logged an investigated. You will normally receive a response within 10
working days. Occasionally we may need longer to investigate. We will explain
the reasons for any delays and give you some idea how long you may need to wait.
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We believe most
problems can be quickly sorted out at Stage 1 in this
informal way. |
If you are still unhappy and feel
that your complaint has not been settled satisfactorily at Stage 1, you can
complain to the relevant departmental director.
The Director will acknowledge your complaint
within 5 working days
They will undertake an investigation and advise you of the outcome within 15
working days
If we are unable to reply within 15 working days, we will write and tell you why
and let you know when you can expect a full reply
Departmental Directors:
Richard Mann
Director of Development
Issues concerning development work and community investment
Lynda Sagona
Director of Housing and Communities
Issues concerning living+, housing management, supported housing, customer services, day-to-day repairs,
and planned maintenance
Gareth Hexter
Director of Finance and Corporate
Services
Issues concerning finance, human
resources, information systems, facilities management.
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If
your complaint has not been resolved at Stage 2, you can complain to the Board
of management at United Welsh. This is the final opportunity for United Welsh to
hear your complaint and act on it.
The Board of Management will
acknowledge your complaint within 10 working days
Please note, the Board will not
consider your complaint unless officers at United Welsh have already tried to
settle it to your satisfaction
The Board will consider your
complaint and provide you with a full reply within 28 working days
We hope our complaints procedure will help
resolve any problems you may have with the way our services are provided.
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Help us to improve our
service
It is only by
listening to our customers that we can find out how well we are
doing. Receiving complaints and compliments lets us know what
things are working well and identifies areas in need of
improvement. This information ensures United Welsh can continue
to improve and provide customers with the services they want.
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Comments
Do you have any
ideas for ways in which we could do things better at United
Welsh.
If the answer is
yes, tell us about them and we can look into your suggestion and
see how it might work. |
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Compliments
If you have received
a service from United Welsh that you were pleased with, tell us.
We can copy that way of working elsewhere in the organisation. |
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Will my feedback
make a difference?
All complaints,
compliments and comments received by United Welsh are logged and
monitored. A complaints log is checked weekly by managers to
ensure responses are given promptly. Departmental Directors
check the complaints log each month to make sure that any
comments about policies are brought to the attention of the
Board of Management.
The Board of
Management receives information about all comments, complaints
and compliments made to United Welsh so they can monitor the
quality of services. Everything you tell United Welsh is used to
help us make decisions about where to target our energies and
how to improve our services to you. We do not consider this
procedure a 'paper exercise' and neither should you! |
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What to do if I am still not satisfied?
We believe that the
majority of complaints can be resolved internally through our
own complaints procedure.
However, if you are
still not happy you have the right of appeal to the Public
Sector Ombudsman, the body that funds and regulates registered
housing associations like United Welsh.
The Ombudsman will
usually want to know if your complaint can be settled between
yourself and United Welsh first, before starting an
investigation. So please try our complaints procedure. You can
find their address below:
Public Services
Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ |
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