Complaints
We undertake customer satisfaction surveys of all complaints which are reported to the Board of Management on a regular basis, to gauge how well complainants feel their matters of concern have been dealt with.
Staff at Christian Action work hard to try and deliver good services and respond to issues that our customers raise. However, sometimes we get things wrong and sometimes you will want to complain. If you do, this is how you should go about it.
Firstly, if you are unhappy with any part of the service that Christian Action delivers, please contact your Housing Officer or Scheme Manager. They will try and resolve the matter.
If you are still unhappy, you can move to making a formal, serious complaint.
If you wish to make a serious complaint you should normally write or contact the Office Services Manager at the Association. It is easier for the Association to deal with complaints that are expressed in writing, and the Association can supply a Complaints Form for this purpose. However, we recognise that this may not be practical in some circumstances, and an interview can be requested with a senior member of staff if it is difficult to put the complaint in writing.
On receipt of a written complaint, or a request for an interview with a senior member of staff, the Association's Office Services Manager will arrange for the matter to be investigated by an appropriate Senior Manager.
When replying to a complaint submitted in writing, the Senior Manager will seek to provide a full written response within 10 working days of the complaint being received. If this is not possible, then a reply will be sent within 10 working days outlining what further action is to be taken by the Association.
If you have not submitted your complaint in writing and need to meet with a Senior Manager in order to explain your complaint, then a full response will normally be sent within 10 working days of this meeting taking place. Again, if it is not possible to fully investigate the complaint within this time scale, a reply will be sent to you within 10 working days outlining what further action is to be taken by the Association.
If you are not happy with the Senior Manager's investigation, you may write within six months of receipt of their reply to the Chair of the Association's Board of Management asking for a Board review of your complaint. Depending on the nature of the complaint, the Chair of the Board of Management will reply to you, or may appoint two Board Members to investigate the matter more fully. A personal interview may be undertaken with you if this is felt to be necessary.
If you are still not happy, you may then approach the Independent Housing Ombudsman Service. The Independent Housing Ombudsman will only look at a complaint once you have exhausted the Association's complaints procedure.
The Ombudsman can be contacted at:
Independent Housing Ombudsman Norman House 105-109 Strand London WC2R OAA
Tel: 020 7836 3630 or 0845 7125973 e-mail: ombudsman@ihos.org.uk
Trivial and Malicious Complaints
The Association reserves the right not to investigate repeated trivial complaints if there is evidence that a tenant is being vexatious against the Association and/or malicious against a particular member of staff. In such circumstances the Associationís Housing & Community Services Committee will consider the matter and inform a tenant accordingly.
If you have a serious complaint that you wish the Association to investigate, please click on this link to download a copy of our complaints form.
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