Complaints Policy - Summary
Introduction
This is a summary of our Complaints Policy, you may request the complete Policy by using the Contact Us form on this website.
Venture takes very seriously its responsibility to provide the best possible service.We accept that there will be times when we may not get it right.When this happens, we want to know about it.If we have fallen down in some way, then we will acknowledge this and make every effort to remedy the situation as soon as possible.
Definition of a Complaint
"A complaint is an expression of dissatisfaction, made either verbally or in writing, about the standard of service, actions or lack of action by Venture Housing Association, or by its staff, which affects an individual customer or group of customers."An understanding is also necessary between Venture and the complainant that the matter is being dealt with under the formal Complaints Procedure.(A customer is defined as tenants, applicants or anyone in receipt of a service from Venture Housing Association.)
A complaint may also be received by other people who are affected adversely by Venture's actions.
How to make a Complaint
Stage 1
These are usually dealt with by our Officers very quickly and to most people's satisfaction.However, in the event anyone is dissatisfied with the initial response, the following procedure is available to you.
All complaints after this initial contact must be in writing.This is the start of the formal complaints procedure.If you need assistance in putting your complaint in writing we will help you to do this.
Stage 2
Write, within 14 working days to the appropriate Department Manager who will write to you within 21 working days, responding in full.You will be informed of which stage your complaint has reached within Venture's Complaints Procedure.
Stage 3
If you are still dissatisfied with the Departmental Manager's response, write to the Chief Executive within 10 working days.The Chief Executive will review the complaint and respond to you within 15 working days.
Stage 4
If you are still dissatisfied, you can write direct to the Chair of the Association within 20 working days.Your complaint will be discussed by the Board.You will be informed of the date of the next meeting of the Board at which your complaint can be heard.You will be invited to attend the meeting in person if you so wish.The Association requires 14 days notice of your intention to attend.You can also bring someone with you to assist you.
Recording Complaints
A record of complaints will be kept on a central register and this will be closely monitored by the Board six-monthly.
Compensation
If it can be shown that the Association has acted negligently or has failed to provide a service specified in the Tenancy Agreement and, as a result, a tenant or applicant has suffered loss, the Association may consider a payment of compensation.Such compensation would only be made in exceptional circumstances.
Confidentiality
We treat all complaints and appeals in the strictest confidence.If your complaint is about a neighbour, member of staff or contractor, we will not reveal your identity if you do not wish it to be known.
If you wish, we will be pleased to provide you with a confidential interview at your home or at our office.
If you are still dissatisfied
If you are still dissatisfied or disagree with the outcome of any investigation, you may wish to contact the Housing Ombudsman Service. This is an independent service dealing with complaints against Landlords and Agents, and other housing disputes.The Ombudsman can be contacted at 81 Aldwych, London, WC2B 4HN.Telephone:0845 7125 973.E-mail:info@housing-ombudsman.org.uk.Web address www.ihos.org.uk.Any tenant accessing the service must first have had their complaint(s) fully explored and finalised by the Association before the Ombudsman will give consideration to any case.
Housing Application / Internal Transfer Appeals
There is a different appeal mechanism for people applying for accommodation.You must submit an appeal in writing, for the attention of the Chief Executive, fully stating your reasons.This should be provided within 10 working days of the application being declined.The Chief Executive will respond to your appeal within 15 working days. If you are still dissatisfied, write to the Chair of the Association.The matter will be discussed by the Board of Management at its next meeting.
Where to Complain or Appeal
Venture House
212h Boaler Street
Liverpool 6
L6 6AE
Telephone :0151 261 2100
Fax :0151 261 2219
E-Mail :info@ventureha.co.uk
Web address :www.vha.org.uk