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Sandwell Homes Ltd
Dartmouth House
Sandwell Road
West Bromwich
B70 8TQ
Tel: 0121 569 6000
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How Do I?
Make A Complaint?
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:
- Visit your local Neighbourhood Office
- Telephone Customer Relations on 0121 569 5047
- Email us at customer_relations@sandwellhomes.org.uk
- Text us on 07800 140 065
- Fax us on 0121 569 6015
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