Complaints and compensation...
This information tells you about how you can complain about a service provided by Helena Housing and what we will do to resolve it.
If you are not satisfied with our service, we want to know.
If you are not happy with our service, try to speak to the person responsible for the service that you are using. This will usually be someone at your local neighbourhood office. Tell them what is worrying you. If the complaint is about one of our employees you may prefer to speak to their manager.
Back to top...
If your concerns cannot be dealt with straight away by the person you have spoken to, you may wish to have your complaint recorded formally and dealt with according to our complaints procedure. You have the right to complain, and we will not treat you differently because you have complained.
You can complain by filling in one of our initial complaints forms, which you can get from any local neighbourhood office , by completing our online complaint form or by writing to us. You can ask one of our employees to record your complaint for you either in person at a neighbourhood office or over the phone. You can send us your complaint by e-mail to complaints@helenahousing.co.uk or by letter to your local neighbourhood office.
It will help us to deal with your complaint if you tell us:
- Which service are you unhappy with.
- Who you have been dealing with.
- Whether you have complained before.
- How you think we could resolve it.
- Don’t forget to tell us your name and address.
Click here to find out how to contact us>
Back to top...
When dealing with your complaint, we aim to:
- Treat your complaint confidentially.
- Treat you fairly and help you to tell us what is worrying you.
- Deal with your complaint as quickly and as efficiently as we can.
- Keep you informed about what is happening to your complaint and when you can expect a reply.
- Tell you what you need to do next if you are still unhappy.
Once we receive your complaint we will:
- Let you know we have received it within 2 working days.
- Send it on to the person who can deal with it, normally your neighbourhood manager or other service manager.
- Send you a full reply within 10 working days.
- Tell you what to do next if you are still unhappy.
Back to top...
If you are unhappy with the reply you receive, you can ask for your complaint to become formal. You may be asked to complete a formal complaints form, which again, you can get from any local neighbourhood office or by writing to us. You can ask one of our employees to record your complaint for you either in person at a local neighbourhood office or over the phone. You can send us your complaint by e-mail to complaints@helenahousing.co.uk or by letter to your local neighbourhood office.
Your complaint will be investigated by the senior manager of the service that your complaint is about. This is stage 1 of our formal complaints procedure. You can expect confirmation that we have received your formal complaint within 2 working days and a reply to the complaint within 10 working days.
If you are still unhappy, you can ask for your complaint to be reviewed by the Chief Executive of Helena Housing. This is stage 2 of our procedure. You can expect a reply within 10 working days.
If you are not satisfied with the reply given to you by the Chief Executive, you can appeal against his decision. This is the third and final stage of our procedure. This means that you will be invited to meet with a panel of our Board members to talk to them about your concerns and have your complaint reviewed in person. If you ask for an appeal, this will be arranged within 20 working days of your request.
You can contact the Independent Housing Ombudsman Service about your complaint. They will look at your complaint only if you have gone through the three stages of the formal complaints procedure and remain dissatisfied.
- Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
- Tel: 020 7421 3800
- Fax: 020 7831 1942
- Lo-call: 0845 7125 973
- Minicom: 020 7404 7092
- E-mail: info@housing-ombudsman.org.uk
Back to top...
Compensation for Failure to respond to Complaints and Appeals within the set target times
Should Helena Housing fail to meet the target times for responding to customer complaints a graduated scale of compensation will be awarded:
Failure of service will be monitored by the Customer Service Development Manager and payments made automatically where targets have not been met.
Compensation for Failure to provide information in other forms when requested
The Company will also offer compensation for failure to provide, on request, information to customers in other formats, within target times. The size and nature of the document and the workload of the contractor may affect the company’s ability to meet the targets but the customer will be informed if this occurs and will be given a revised target date. If this date is not met, then compensation will be paid.
Back to top...
A manager investigating a complaint may agree to make compensation at their discretion in the following circumstances:
- Customer suffers loss due to the failure to deal satisfactorily with repairs or maintenance (this is separate to the Right to Repair Legislation).
- Customer suffers loss due to other failures in service.
- Failure of service causes distress.
- Customers have to spend excessive time and trouble achieving a solution to a complaint.
The result may be:
- A payment of compensation
- Compensation in kind ( i.e. decorating materials )
Back to top...
Where the Independent Housing Ombudsman Service has decided to award compensation, Helena Housing will honour this recommendation and all such awards will be authorised by the Chief Executive.
- If the complainant has a debt with Helena Housing any payment due may be deducted from the debt.
Back to top...
Click here to go to our online complaint form>
Click here to find out how to contact our local neighbourhood offices>
Click here to go to the top of this page>