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Easthall Park Housing Cooperative |
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Our intention is to ensure that you get the best possible service, however there are occasions when things go wrong, and we want to hear from you when they do, in order that we can review and improve our service to you.
We have adopted a complaints policy that allows anyone who makes contact with the Co-operative to have clear guidelines as to how to complain if our service does not meet with your expectations.
As a result, users of our service will be more satisfied if they feel able to complain and can see that the system operates fairly. This should be the case even if the outcome of the complaint is not in your favour.
To assist us in dealing with any complaints, tell us exactly what the problem is and more importantly what we need to do to resolve the matter to your satisfaction.
Step 1 - Informal Complaints
You can make a formal complaint whenever you wish, however it can often be quicker and easier if the problem can be dealt with informally. Arrange to meet with the relevant staff member, who will try and resolve your complaint.
Step 2 - Formal Complaints
Where a complaint cannot be resolved immediately or by the person receiving the complaint, then this will be treated as a formal complaint.
The Director will deal with most complaints, and you will receive an acknowledgement within 3 working days with a final response provided within 10 working days.
Step 3 - Appeals
If you are still unhappy with the decision made you can appeal to the Management Committee. The Committee may select 3 office bearers to consider your complaint or if the matter is of a more serious nature the full committee may consider the appeal.
An acknowledgement will be made of your appeal within 3 working days, however a full response can take up to 4 weeks. After a decision is made you will receive a written response within 3 working days of the hearing.
Step 4 - Ombudsman
If you are unhappy with the final outcome you can contact the Scottish Public Services Ombudsman. We will co-operate fully with any enquiry from the ombudsman.
The ombudsman can be contacted as follows:
Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
Tel: 0800 377 7330
Fax: 0800 377 7331
Email: ask@spso.org.uk
Website: www.spso.org.uk
Outcome
If at any stage during the process your complaint is upheld, we will apologise and rectify the situation immediately. We may offer compensation dependent on the merit of the case.
Suggestions
At times you may not wish to complain but rather make suggestions as to how we can improve our service. All suggestions received will be acknowledged and the outcome of any ideas adopted will be reported back to you.
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