complaints

PROCEDURE

If you wish to make a formal complaint you will need to make it to the Director responsible for the department with which you are dissatisfied.

Stage 1

You can make your complaint either in writing, email or by telephone to the Director responsible. You may also ask someone to make the complaint on your behalf.

The Director will acknowledge that s/he has received your complaint within
3 working days, using our response form.

The Director will then investigate your complaint and will contact you within 15 working days to inform you of the findings of any investigation. You will also be informed as to the decision/action regarding the complaint.

Stage 2

If you are still dissatisfied with the Director's decision you may then refer your complaint to the Chief Executive, who will deal with the complaint within a further 10 working days.

Stage 3

If you are still not satisfied you may appeal to the Board of Directors who will arrange for you to meet with one or more designated members of the Board to discuss the reason for your dissatisfaction. You may bring a friend or another representative to this meeting. Relevant staff may also be asked to attend.

Stage 4

If you continue to be unhappy with the way your complaint has been dealt with you can complain to the Independent Housing Ombudsman. You will be expected to have completed the above complaints procedure before you approach the Ombudsman as your complaint may not be investigated unless you have done this.

Further information and complaints forms are available from

Housing for Women
Blue Star House
234-244 Stockwell Road
London SW9 9SP

or

The Independent Housing Ombudsman
Norman House
105-109 Strand
London WC2R 0AA

You should have received information on the service of the Ombudsman in your pack at the start of your tenancy.

You may, at any stage of this process, wish to be represented by a colleague, advice worker or whoever you choose.

We will take seriously any complaint that you make and investigate it promptly in line with the procedure set out above.

A log of all complaints made to the Association is kept and monitored on an annual basis. Reports on all complaints are submitted regularly to the Board of Directors.

Please note: Any use of HFW policies/procedures by third parties is entirely at their own risk. It is the responsibility of the third party user to verify that the policy or procedure complies with current legislation/best practice before relying on it.