Making a Complaint

Wandle is committed to providing a good quality service. We know that complaints are a way of telling us when things have gone wrong.

It’s important that residents are confident that any complaints they make will be dealt with fairly and properly and will lead to any appropriate improvements.

Wandle chooses to value complaints, to learn from them, and improve future services.

Complaints are regularly monitored by senior managers and the Board to see if any patterns are emerging that need tackling and if policies and procedures need to be reviewed and updated. If you've recently made a omplaint, please tell us what your customer experience was like. Download the Complaints Satisfaction Survey.

Help to make your complaint, draft any letter or statement or to provide interpretation services or translation of any documents will be offered. If you are vulnerable or need support, Wandle will provide advice on how to obtain independent advocacy support.

What is a complaint?

A complaint is an expression of dissatisfaction about Wandle Housing Association's action, lack of action or standards of service, where an initial response has not proven satisfactory.

This may include:

failure to provide a service or achieve the standards of service we have promised
failure to fulfil our legal or contractual obligations
unfair treatment by staff
unacceptable delay or failure to respond to an enquiry or request
dissatisfaction with a decision or the way that it was made
dissatisfaction with the attitude of staff, contractors or agents
Wandle not operating policies fairly

A complaint is a failure of service rather than an initial request for service.

Where you raise a disagreement with any part or all of a policy, but it has been applied correctly, this is not registered as a complaint, but it will be acknowledged and passed to a relevant officer to consider at the next revision of that policy.

You don’t have to complain in writing – you can talk to us about what’s bothering you. If you need help, perhaps because English is not your first language, or you have speech or hearing difficulties, we will provide you with the help you need to communicate with us.