How we will deal with your feedback
Comments and
compliments:
All comments and compliments will be acknowledged be letter or
email and, if we make any changes as a result, we will feed this
back to you and publish it on our website or in our
newsletters.
Complaints:
East Kent Housing take all complaints seriously and, where
necessary, we will take action to ensure the problem is resolved.
We have a two-stage complaints procedure which is outlined
below.
Our two-stage complaints
procedure
It is our intention to resolve all complaints
at the earliest possible stage. Wherever possible, we will
aim to resolve the problem immediately.
At each stage of the procedure you will
receive a written response to your complaint. The response
will give the decision, the reason for that decision and explain
who you should contact if you are not happy and wish to have the
complaint looked at again.
Stage one
After making a complaint, your feedback will
be passed to an appropriate manager to investigate and resolve. The
manager may discuss the problem further with you, and ask how you
would like the problem to be dealt with. Wherever possible, we will
try to resolve the problem immediately. At the very least, we will
aim to send a full response within ten working days from the date
your complaint was received.
Stage two
If you are not happy with the manager’s
response, you can ask for your complaint to be reviewed by your
Area Managers or Asset Manager. They will look at how your problem
has been managed, and decide whether there is more we could do.
They will aim to send a full response within ten working days from
the date of receipt of your request to have the complaint reviewed.
However, if the problem is particularly complex, this may take a
little longer. They will let you know if this is the case and keep
you informed of progress.
Ombudsman
If, after going through both stages of our
complaints procedure, you are still dissatisfied, you can contact
the Local Government Ombudsman, who will carry out an independent
investigation. The Ombudsman can be contacted using the details
below:
The Local Government Ombudsman
PO Box 4771, Coventry CV4 0EH
Phone: 0300 061 0614
advice@lgo.org.uk
Normally, the Ombudsman will only deal with
cases if they have already been through both stages of our
procedure.
Quick links: