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How do I?
Make a complaint?
Complaints are one of the most direct and effective ways for you, our customer, 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 that you can make a formal complaint, and how you can do so. This is the '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 :
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. How to make a complaint 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:
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Sandwell Homes LimitedDartmouth House Sandwell Road West Bromwich B70 8TQ Telephone: 0121 569 6000 |
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