Compliments, Complaints

Saffron Housing Trust aims to provide the best possible service to you, our customer. To do so, we need your help.

Please tell us:

  • if you think we have done something particularly well (a compliment)
  • if you are dissatisfied with our services or staff (a complaint)
  • your suggestions for improving our services (a comment/suggestion)

Please take a moment to read our Customer Feedback Leaflet which offers advice and information about leaving us feedback, whether it is a compliment, a complaint or a comment/suggestion you would like to make. This leaflet includes a form which you can fill in online, you will then need to print it and returned to us.

Has something gone wrong?

We understand that sometimes we don’t get it right and your issue was not resolved.
Before raising a formal complaint we would like the opportunity to discuss with you what went wrong and hopefully resolve it.
Please contact us through the Customer Contact Team by phone, email, or letter stating that you’d like to discuss an issue before making a formal complaint.  

If things still have not been resolved after this please follow the steps below for the formal complaint procedure.

 

Formal Complaint

Step One

When a complaint is received an investigation will be carried out by the responsible manager/team leader. The complainant will be informed of this action so they understand who is dealing with the issues they have raised at all times. This is done to allow the complainant to follow the processes in full and maximise the opportunities for the complainant to discuss their issues.

The investigation will include the production of written notes to capture information of any communication/actions that have taken place between the complainant and Saffron regarding the issue. We will aim to complete the investigation within 10 working days with a full written response being made to the complainant. Where this has not been possible the complainant will be kept informed of the progress of their complaint. Communication may be by e-mail if we have the relevant details of the complainant.

The response will clearly outline the next stage of the complaints process if the complainant remains dissatisfied. If no subsequent contact is received from the complainant within 21 days of the date of the response letter, the complaint will be closed. This will be clearly advised to the complainant in the response letter.

Step Two

Should the complainant remain unhappy with our decision, they are able to ask for their case to be reviewed by 2 Senior Managers. This request should be in writing however in cases where this may not be possible, a request for a review must be clear and subsequent written confirmation of the request being received will be supplied by Saffron.

The complainant will have the opportunity to speak with the allocated managers either on the telephone or in a meeting.

The Managers will consider all actions and correspondence relating to the complaint and will aim to make a full written response within 10 working days. The Managers will discuss the case with the relevant Executive Director prior to completing the full response to gain sign off of the decision. Where this is not possible the complainant will be kept informed.

The response will clearly outline the next stage of the complaints process if the complainant remains dissatisfied. If no subsequent contact is received from the complainant within 21 days of the date of the response letter, the complaint will be closed. This will be clearly advised to the complainant in the response letter.

Step Three

At this stage the complainant has a choice of what they may wish to do if they wish to still pursue the matter. Note – this section is an extract taken directly from the Housing Ombudsman’s

  • If the landlord cannot put things right, the next step is to contact an MP, a Local Councillor or tenant panel – these are the three types of designated
  • Designated persons are there to help to resolve disputes between tenants and their landlords. They can do this in whatever way they think is most likely to
  • If the designated person cannot help they can refer a complaint to the Ombudsman.
  • Complaints to the Ombudsman do not have to be referred by a designated person, but if they are not there must be at least 8 weeks from the end of the landlord’s complaint process before the Ombudsman can consider the case.

If the complainant remains dissatisfied they can refer the matter to the Housing Ombudsman at the following address;

Housing Ombudsman

Exchange Tower
Harbour Exchange Square
London
E14 9GE

Tel 0300 111 3000

Email info@housing-ombudsman.org.uk

www.housing-ombudsman.org.uk

Please note: The Ombudsman will only deal with your complaint if you have completed our complaints procedure first.

Alternatively you can email info@saffronhousing.co.uk requesting a form which you can fill out with your comments and return to us by freepost.

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