Complaints FAQ
How do I make a complaint? (Stage 1)
What do I do if I am still not satisfied? (Stage 2)
What do I do if I want to appeal? (Stage 3)
If you remain dissatisfied after stage 3
Who can make a complaint?
- Our complaints service is exclusively for those who receive services from us. These are mainly: * Tenants and residents of Soho Housing Association * Resident leaseholders * Applicants for housing Immediate neighbours of Soho HA residents can also use our procedure to complain about our housing management service.
How do I make a complaint? (Stage 1)
We have a standard complaints form to record your information in order to make our process efficient. But you can make an initial complaint by any means: in writing, in person, by phone, fax, or minicom.
When making an initial complaint, your first point of contact should be one of our Customer Service Officers. They can give you advice and help you to make your complaint. This includes help with translation or information in different formats.
We need to know:
- What service you are unhappy with
- What you have done so far to deal with the problem
- What you want us to do
All written complaints will be acknowledged within two working days saying which manager is dealing with your complaint. The manager should then respond within ten working days, saying how we will deal with your complaint or telling you what progress has been made and when a full reply will be sent.
What do I do if I am still not satisfied? (Stage 2)
The next stage is to have your complaint considered by a more senior manager, usually the Head of Operations, who should again respond within ten working days. At stage 2 we will again examine what you are unhappy with; what has been done so far to sort the problem out; and what you want us to do to resolve the problem. The response to your complaint will give the reasons for the decision and will advise you of your appeal rights.
What do I do if I want to appeal? (Stage 3)
We want to deal with your complaint as quickly as possible, and hope that you will not need to appeal. But if you are still not satisfied, please let us know, and the complaint will then be referred to the Chief Executive. This is the appeal stage. All appeal requests need to be in writing, stating what you are still unhappy with. You can ask one of our Customer Service Officers if you need any help with your appeal.
The Chief Executive may deal with your complaint directly or may convene an Appeals Panel that will include a Board Member. We aim to hear your appeal within 20 working days of the appeal being made. But if this is not possible, we will tell you why there is a delay and keep you informed of any progress.
If you remain dissatisfied after stage 3
If you are still unhappy the next appropriate step is to complain to the Independent Housing Ombudsman Scheme. Although Soho Housing Association is a member of the scheme the Ombudsman operates independently of the members. Membership of the scheme gives our residents access to this independent service.