We welcome complaints as important customer feedback and an opportunity to improve services. All complaints are treated as confidential and with urgency. Where a complaint is upheld, compensation may be offered in line with our policy.
If you are unhappy about any part of our service, or feel we have not met the standards we have set out, then we want to know. Our complaints procedure ensures that all complaints are fully investigated. It also ensures that we learn from mistakes and keep on improving in line with your feedback.
All complaints are dealt with in strictest confidence and you won’t be treated any less favourably as a result of making a complaint.
You can complain in person, by telephone, in writing, by completing the attached form on our ‘Guide to Compliments and Complaints’ email us at enquiries@ddh.org.uk or alternatively fill in the online form.
What will happen?
Here is an outline of our full complaints procedure:
Stage one
The manager responsible for the service will investigate your complaint and respond to you. All complaints will be acknowledged within 24 hours of receipt and a full reply will be provided within five working days. If there is any delay in our response, we will inform you as soon as possible.
Stage two
If you are not satisfied with our initial response you can ask for the matter to be investigated by a senior manager.
Stage three
If you are still unhappy with our response, you can have the matter investigated by the Board of Daventry &District Housing.
Stage four
You may contact the independent Housing Ombudsman at any time. Please note the Ombudsman will normally only consider your complaint if it has been through our full complaints procedure first.
Their contact details are:
Housing Ombudsman
Service
81 Aldwych
London
WC2B 4HN
Telephone: 0845 7125 973
E-mail: info@housingombudsman.org.uk
