Purpose:-
 This procedure provides for
Birmingham Civic Housing Association tenants to register
complaints with the Association and for those complaints to be
addressed, in order to establish the validity of the complaint and
for remedial action to be taken as necessary.
1. POLICY
1.1 The policy for handling
complaints has been evolved and approved by the BCHA Board of
Management at its meeting on 13th June 1994.
Aims
- To ensure that the
Association is being fair and efficient.
- To learn from mistakes and introduce improvements.
Definition of
Complaint
-
Where a repair
has not been carried out properly.
-
Where an
allocation of a property appears to be unfair.
-
Where a member of
staff or contractor appears to be rude and unhelpful.
-
Where the general
estate management service has not been carried out properly.
-
Where rent levels
do not seem to equate to the overall service provided.
Other types of
complaint will be considered.
Administration
The scheme shall be administered by the Association’s Office
Manager.
How to Complain
-
On the Complaints
Card provided to each tenant.
-
By letter
addressed to the Office Manager, 230 - 232 Wheelwright Road,
Erdington, Birmingham, B24 8EH.
-
By telephone –
0121 382 5105.
-
By a personal
call into the office: 230 - 232 Wheelwright Road, Erdington,
Birmingham, B24 8EH.
-
By e-mail: using
the on-line complaint logging form (see below).
2. PROCEDURE FOR
DEALING WITH COMPLAINTS
2.1 All our tenants will be
provided with a copy of the approved Complaints Procedure and a
pre-paid "Complaints Card".
2.2 Upon receipt of the letter/phone call/personal
call/card/email, the Office Manager will record details of the
complaint in the register provided for that purpose. The register
shows:-
-
Date of receipt
of complaint with a registration number
-
Name and Address
of Complainant.
-
Nature of
complaint.
-
Name of the
Association’s Officer to whom the complaint has been referred.
2.3 The Office
Manager will acknowledge receipt of the complaint by post or
E-mail.
2.4 The
Association is unable to exercise control of on-line complaints,
and use of complaints post cards once these have been issued to
BCHA tenants. Inevitably these will sometimes be used for purposes
other than complaints i.e. repairs/reports of nuisance from
neighbours etc. In the event that a complaint cannot easily be
identified as such, the Chief Executive or his nominated
representative (in his absence) will be sole arbiter in
determining what is and what isn't a legitimate complaint. In
cases so identified the appropriate procedure will be followed.
2.5 Every
effort will be made to provide a response to the complaint within
28 days. If this proves impossible, the BCHA tenant will be
informed of the delay in writing and the reason for the delay.
2.6 The tenant
will be informed in writing of the outcome of the investigation
into the complaint.
2.8 If not
satisfied with answer, tenant can complain to Chief Executive who
must give a response within 14 days.
2.9 If not
satisfied with answer, tenant can complain to the Board of
Management – the tenant will be invited to attend the next
available meeting.
2.10 If not
satisfied with the answer the tenant can complain to: The Housing
Corporation, Norwich Union House, Waterloo Road, Wolverhampton WV1
4BP.
2.11 If still
not satisfied the tenant can complain to: The Housing
Association’s Ombudsman, Palladium House, 1-4 Argyll Street,
London W1V 1AD.
2.12 Details of
the resolution of the complaint will be recorded in the Complaints
Register with an indicator to show whether the complaint was
upheld.
(N.B. A tenant
can complain to a Councillor or an M.P. at any time).
Compensation
Where a tenant is found to have
suffered as a result of the lack of action or specific action
taken by the Association, consideration will be given to making
financial recompense. Each case will be judged on its merits.
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