Complaints Procedure

We are committed to offering a friendly, professional and consistent service that users are comfortable with. However, we are aware that occasionally we may fall short of this aspiration and we welcome your comments or complaints in order that we can ensure that our quality improves.

If you have a complaint regarding any services you have received or the conduct of a member of staff, another user or visitor to the office, this should be raised in the first instance with the manager or other senior member of staff. We recognise your right to privacy and confidentiality and we will make every effort to ensure a safe environment when the complaint is being made.

1. The Manager may suggest that the user discuss their complaint with the member of staff or client concerned. If the manager resolves the matter to the tenats/users stisfaction then the matter need to be taken any further other then recording the agreed solution.

2. If the matter cannot be resolved at the stage 1 or tenant/user is not satisfied with the outcome at this stage you may request a meeting with the manager and member of staff who is indepedent to take notes, similarly you may request someone to attend the meeting with you.

3. If you are not  satisfied after these stages that have been completed then you can put your complaints in writing to the director or chair of the board who may or not appoint a pnel to review the complaints and investigation officer.

4. At any time in this process you are entiltled to seek advice from another agency such as the Citizen Advice Bureau, Law Centre or Solicitor, and you may wish to have a representative from such an agency