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Compliments And Complaints
Complaints are one of the most direct and effective ways for you, our customers, to tell us that there is room for improvement in the way that Sandwell Homes delivers its services.
We aim to provide you with a way to express satisfaction or dissatisfaction which is easy, quick, honest, fair and user friendly.
Employees of Sandwell Homes should aim to resolve all concerns raised by our customers immediately and informally, before the matter becomes the subject of a formal complaint but you, the customer, will not be deterred from making a formal complaint if you so wish.
If informal resolution is not successful, employees must tell you can make a formal complaint, and how you can do so. This is the “suggestions, compliments and complaints procedure”.
What Is A Complaint?
A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Sandwell Homes or its employees affecting an individual customer or group of customers. Complaints Cover things such as:
- Refusal of a service
- Withdrawal of a service
- Delay in delivering a service
- Quality of service or standards
- The way in which we deal with customers
- The public suitability of a service
- The way a decision has been made
When Is a Complaint Not A Complaint?
Complaints do not cover requests for a service, for example, a request to have a tap mended or to have a door replaced. This is not a complaint in the first instance but rather a request for a service.
Complaints do not cover requests for information. If you are unsure whether a complaint IS actually a complaint seek advice from our Customer Relations team.
How Compaints Can Be Made
Sandwell Homes wants to be as flexible as possible in receiving complaints. Unnecessary blocks must not be put in the way, for example insisting that complaints are put in writing. We want to make its as easy as possible for people to complain. If we have got things wrong and you are unhappy with the service then please let us know. It will help us put things right and improve the service.
Whatever you want to tell us, whether it is a complaint, a compliment, a comment or a suggestion, we want to hear from you. Please let us know in writing to:
Customer Relations
Sandwell Homes Limited
Sandwell Road
West Bromwich
Sandwell
West Midlands
B70 8TB
Alternatively, you can contact us in the following ways:
What Happens next?
If we are unable to sort out your problem immediately, we will contact you within 3 working days advising you of who is dealing with your complaint. We will then provide a written response within 10 working days, letting you know the outcome. If your comments are about a complex matter, we may need to extend this deadline but should this be the case we will discuss this with you.
What if I'm still not happy?
Stage 2
If you are not happy with the response you receive, you should contact the Customer Relations Team. You can ask for your complaint to be reviewed by a more senior manager who will provide you with a written response within 10 working days.
Stage 3
Occasionally customers may not be happy with the reply they receive from the senior manager. If you let the Customer Relations Team know they will refer your complaint to a Complaints Review Meeting. This means that your complaint will be reviewed by an Executive Director of Sandwell Homes, and you will be invited to attend this review meeting. After the meeting, recommendations will be made and you will receive a written response. The review shall take place within 20 working days.
What if I’m still not satisfied?
If you are still not happy with our response after we have fully reviewed your complaint, you can write to the Local Government Ombudsman and ask them to look at your complaint independently. A full listing of the addresses can be below.
Local Government Ombudsman
The Oaks
No2 Westwood Way
Westwood Business Park
Coventry
CV4 8JB
Telephone: 024 7682 000
Facsimile: 024 7682 001
Email: enquiries.coventry@lgo.org.uk
Sandwell Council
For compliments, complaints and suggestions about any Sandwell Council service please contact:
Customer Relations Team
Sandwell Council House
PO Box 2374,
Oldbury
B69 3DE
Telephone: 0845 359 7510
Facsimile: 0121 569 3722
E-Mail: customer_relations_responses@sandwell.gov.uk
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