Compliment or complaint
We’d like to hear what you think about our services. If you’re happy with a particular service, please let us know, or you may just have a comment or suggestion on how we could improve.
We also know that sometimes things can go wrong and that our service has failed, so if that’s the case please let us know what’s happened.
You can contact us in the following ways:
By telephone: 01952 217100
By email: firstname.lastname@example.org
In person: At any of our local shops and offices
In writing: The Wrekin Housing Group, Customer Contact Centre, Colliers Way, Old Park, Telford, TF3 4AW
In most cases we try to resolve complaints immediately.
Where we can resolve the complaint straight away, we’ll do so and let you know what we’ve done. So that we can do this, please make sure that, where possible, you give us up to date contact details.
If we can’t resolve the problem straight away we will provide an escalation process which culminates in the Complaints Panel.
- We’ll give you the name and contact details of a manager responsible for resolving your complaint. A manager will contact you within 24 hours to discuss your complaint so we can understand what you’d like us to do about putting it right.
- We’ll try to resolve your complaint in full within five working days of receiving your complaint but if we can’t do this we’ll tell you why there is a delay and when you can expect it to be resolved.
- If you are unhappy with the resolution you can appeal to Stage 2 within 14 days. If you request an appeal it will be investigated by a Senior Manager of Wrekin Housing Group who was not involved in Stage 1. They will contact you and discuss your appeal with you and try to find a resolution. If they cannot they will either refer your appeal to the complaints panel or end the Trust’s complaints process.
The Complaints Panel will be made up of a Director of the Trust, a Senior Manager who has not been involved in the original complaint, and a Customer Representative. You can choose to present your complaint in person at the hearing. We will aim to hold the hearing within 10 days or receiving the request for a hearing or by arrangement with you.
We’ll treat you with courtesy and respect, and we ask that you treat us in the same way.
If you would like to appeal against a decision we have made within our lettings process follow the above procedure.
The Housing Ombudsman
Please note: The Ombudsman will normally only consider your complaint if you have gone through our complaints process first.
Once our complaints process has ended, if you’re unhappy with the outcome of your complaint, you can apply to the Independent Housing Ombudsman Scheme, of which we’re a member. Currently you should do this through the democratic filter, i.e., your MP, a Councilor or a Designated Tenant Panel, or wait 8 weeks from the date of our reply.
The Ombudsman’s address is:
Housing Ombudsman Service
PO Box 152
Tel: 0300 111 3000
Last Updated : 07 November 2019