Monday 12 May 2008
How to Complain
We aim to solve your complaint as quickly and as fairly as we can. This page sets out the main steps you can take.
Stage 1: Speak to the Customer Services Team on 0800 731 2030
They may be able to solve your complaint straight away. If not, they may transfer you to your Housing Officer, Supported Housing Officer, Income Officer or a member of the Maintenance Team. If you’re not happy with their reply you can take it further.
They may be able to solve your complaint straight away. If not, they may transfer you to your Housing Officer, Supported Housing Officer, Income Officer or a member of the Maintenance Team. If you’re not happy with their reply you can take it further.
Stage 2: Senior Manager
E-mail complaints@wandle.com or write to the Complaints Officer with your complaint. They will pass it to the relevant senior manager. If you’re not happy with the senior manager’s reply you can appeal.
E-mail complaints@wandle.com or write to the Complaints Officer with your complaint. They will pass it to the relevant senior manager. If you’re not happy with the senior manager’s reply you can appeal.
Stage 3: Appeal
Your complaint will be considered by a panel that includes the Chief Executive or a Wandle Director, a Board member and a resident Board member.
Your complaint will be considered by a panel that includes the Chief Executive or a Wandle Director, a Board member and a resident Board member.
Stage 3: Ombudsman
If you have gone all the way through our complaints procedure and are still not happy with our reply, you can contact the Independent Housing Ombudsman.
If you have gone all the way through our complaints procedure and are still not happy with our reply, you can contact the Independent Housing Ombudsman.
Write to: 81 Aldwych, London WC2B 4HN
Tel: 020 7421 3800 or 0845 7125 973
Minicom: 020 7404 7092 (special system for hard of hearing residents)
Website: www.housing-ombudsman.org.uk
Other options
You also have the right to enforce the terms of your tenancy agreement through the courts. You can get advice from advocates (people who can speak on your behalf), carers, solicitors, Law Centres, Citizens Advice Bureaus and other agencies. If appropriate, you can have your case referred to an independent arbitrator agreed by you and us. The arbitrator's decision is binding.
