Complaints
Summary on Formal Complaints Procedure
We hope you will be satisfied with the service you receive from the Co-operative. However, we do realise that you may sometimes feel that you want to complain about something we have or have not done. It is important that you tell us when you are not pleased as we can use your feedback to correct mistakes where they have been made. We can also use this information to develop policies and procedures to improve the service given.
Who can complain?
Anyone who receives a service from the Co-operative or is affected by the Co-operative’s services can use the complaints procedure. This includes tenant members, people applying for housing, owners, neighbours of Tenant First tenants (who are not Co-operative tenants themselves) and tenants in receipt of housing support from the Co-operative.
The procedure is also open to people who are acting on a complainant’s behalf and have their written authorisation to do so. This may be, for example a Councillor, Member of Parliament or Member of Scottish Parliament, advice agency or solicitor.
What can you complain about?
You can complain about any aspect of our service, which you are unhappy about, for example:
- If a repair has not been completed to your satisfaction.
- If you do not receive information you have asked for.
- If you feel you have been unfairly discriminated against.
If you are a member already there are two documents that tell you what you can expect from us i.e.
- Your Tenancy Agreement: This is the legal document that tells you what our duties are as your landlord and what your responsibilities are as a tenant.
- Your Tenant Handbook:this contains further information about what level of service you can expect from the Co-operative in a wide range of issues.
Sorting things out informally!
You have every right to make a formal complaint whenever you wish to. However, in the first instance it can often be quicker and easier for everyone if the problem can be sorted out informally, by contacting the Co-operative office.
The Formal Complaints Procedures
Formal complaints should preferably be made in writing to the Corporate Services Manager. However we will also accept complaints made verbally.
You should normally make a complaint within 28 days of you being aware of the issue, unless there are special circumstances which make this difficult for you.
Replying to your complaint!
The Corporate Services Manager will write to you within 3 working days to advise who is dealing with your complaint. You can expect a full reply, or an interim reply if this is not possible, within 10 working days. The reply will tell you that:
- We agree with your complaint and what we are going to do about it, or
- We do not agree with your complaint and why.
If you are still not satisfied?
If you are still unhappy with the decision you can appeal to the Customer Relations Sub Committee who will consider your complaint. You should make the appeal within 28 days and address it to the Chair of the Customer Relations Sub Committee at the Co-operative’s Aberdeen office, at 23 Albert Street Aberdeen AB25 1XX.
Redress
If the Co-operative agrees with your complaint an explanation will be given of what went wrong and how we propose to put things right.
Getting Independent Advice
The following agencies may be able to give independent advice:
- Welfare Rights Service
- Citizen’s Advise Bureau
- Solicitor
Scottish Public Services Ombudsman
If you remain dissatisfied with the Co-operative’s response you can appeal to the Ombudsman.
The Ombudsman will consider your complaint if you appeal to them no later than 12 months after you first find out about the matters complained of, unless the Ombudsman decides there are special circumstances.
Scottish Public Services Ombudsman
4 Melville Street, Edinburgh, EH3 7NS
Tel: 0870 377 7330 Fax: 0870 377 7331
E-mail: ask@spso.org.uk
Web: www.spso.org.uk
Supported Accommodation
If you receive housing support you have the right to complain about these services, to whoever provides this service, whether this is the Co-operative or another agency.
In addition, you also have a right to complain independently to your local authority Supporting People Department and/or The Care Commission.
Care Commission
Johnstone House, Rose Street, Aberdeen AB10 1UD
Tel: 01224 793870 or 08456008332
Choice Based Lettings—Homehunt©NES
Homehunt ©NES is a partnership between the Co-operative and Castlehill Housing Association. For the avoidance of confusion Tenants First will deal with all formal complaints about applications until the stage where a specific property is being allocated.
If a formal complaint is received about an application at or after the stage of a specific property being allocated it will be dealt with by the relevant partner.
This means that if a specific property is being allocated by Tenants First the formal complaint will be dealt with under this policy. If a specific property is being allocated by Castlehill the formal complaint will be dealt with under their formal complaint’s policy.
Recording and Monitoring Complaints
All complaints made to the Co-operative are recorded. Reports are made to the Committee on the number, type and outcome of complaints.
This will help us to improve our service to you, for example by reviewing Policies and Procedures.
The Co-operative’s Expectations of People Making a Complaint
The Co-operative is firmly committed to providing services of the highest quality to all its customers. We do not view behaviour as unacceptable just because someone is forceful or determined. In fact, we accept that being persistent can be a positive advantage when pursuing a complaint.
However, the actions of the complainants who are angry, demanding or persistent may result in unreasonable demands on our offices or unacceptable behaviour towards Co-operative staff. We will not tolerate abusive or threatening behaviour toward staff of the Co-operative. Staff may stop any conversation or interview with a person who is behaving this way.
Where it is considered that a complainant is making unreasonable demands or being unreasonably persistent we will advise the complainant of the reasons why we believe this and the actions that will be taken to manage the behaviour.
It must be emphasised that every complainant has the right to follow through the appeals stages, detailed earlier in this leaflet should they be dissatisfied with the initial response to their complaint.
How to Contact the Co-operative for Further Information
23 Albert Street, Aberdeen, AB25 1XX
Tel 01224 628400 Fax 01224 628428
or
27 Slains Court, Peterhead, AB42 2YF
Tel 01779 474282 Fax 01779 471448
or
E-mail info@tenantsfirst.com
We will, where feasible, make information about the complaints policy available in alternative formats, for example, large print, disk, community languages.
We are happy to arrange home visits to explain the procedures.
Formal complaint forms are available from the offices above. A copy is also attached with this leaflet.
A full copy of the Policy is available on the web site or from the offices above.
