Comments, Compliments and Complaints

Comments
We are always pleased to hear your suggestions if you think we can do better. If you let us know what you think, you can help us improve our services to you.

Compliments
If we have done something well, or you think one of our staff deserves a special 'thank you', let us know. We will make sure your compliment reaches the relevant member of staff and we will add a thank you of our own!

Complaints
We always try to get things right first time, but even in the best organisations things sometimes go wrong. We want you to let us know when things go wrong so we can apologise and work hard to put things right for you.

We want to sort out any complaints or concerns at the first point of contact, quickly and efficiently. If you have a problem, let us know and our staff will do their best to sort it out straight away. They will pass your problem on, if necessary, to a relevant member of staff who will then try to sort your problem out.

Formal Complaints
There may be times when you want to make a formal complaint.

Our formal complaints procedure has the following three stages.

1. Investigation by a head of service or other relevant senior manager
2. Review by the Group Chief Executive or a director
3. Appeal to the Chairman of The Community Housing Group