Feedback good or bad
At Salix Homes we are committed to providing you with an excellent standard of service. But we know that things can go wrong from time to time. If this happens we want to put things right as soon as possible. We will also use what you tell us to shape our services and make things better for everyone in the future.
What is a complaint?
A complaint is usually about poor service. This could be because we have done something wrong or failed to do something we should have done.
Examples of complaints can include:
- where you believe you have not been dealt with fairly or in line with our policies
- where you believe that your repair has not been completed to an acceptable standard.
Salix Homes operates a 3 stage process in dealing with complaints.
Stage 1 of the process
(Initial investigation into service failure)
If you have a complaint about our service or a member of staff or if you feel that we have not provided a satisfactory service then we will respond and investigate your complaint fairly and quickly.
Our first priority will always be to try and resolve your issue as soon as possible.
You will be offered a unique reference number to enable you to track the progress of your issue. The member of staff responsible for investigating the complaint will contact you within one working day of the complaint being registered. One of our team will speak to you about the complaint you have raised and discuss what needs to be done to resolve the issue. If after five working days the complaint is still not resolved, we will contact you to ensure you are kept informed of what we are doing to resolve your issue.
All complaints should be responded to within ten working days.
Once the complaint is resolved the investigating officer will ring you and inform you of the outcome. A letter should also be sent informing you of the outcome.
If the complaint cannot be resolved in ten working days you will be informed of the reason why and when the complaint will be resolved.
Stage 2 of the process
(Review of our response to your complaint)
If the matter needs further investigation and has to be referred to a manager then we will handle your complaint in a way to suit you, this could be by telephone, email, in writing or whichever method you prefer.
Your complaint will be acknowledged within three working days and you will be provided with the name of the manager who will be investigating your complaint. You will receive a full reply within ten working days.
Stage 3 of the process (Appeal)
If you are not happy with our response you can ask for a panel made up of our Executive Management Team to look at the matter again.
You will be welcome to attend this meeting to give your point of view. If you like, you can also bring someone else for support, advice or to help you put your point of view across.
If you do not appeal within three months of any decision the complaint will be closed. This is the end of our customer feedback procedure.
If you are still unhappy
If we have been unable to resolve your complaint to your satisfaction you can contact the Local Government Ombudsman. This is a free, independent service.
Local Government Ombudsman
PO Box 4771, Coventry, CV4 0EH.
Telehone 024 7682 1960
Fax 024 7682 0001
Email advice@lgo.org.uk
Website www.lgo.org.uk
Advice Team 0845 602 1983
If you are happy with our services or a member of staff
We are always happy to hear when you are happy with our service or the customer care from a particular member of staff. We can learn from these compliments and thank the member of staff involved in providing the service.
If you have a comment on our service or a member of staff
We are equally pleased to receive your comments. We will record and use all comments to improve our services.
If you would like to leave some feedback please click here.
To download the Salix Homes Customer feedback Form please click here.
We are committed to using your feedback to improve our services. Please click here to discover some improvements we have made so far
