Making a complaint
If you think we’ve done something wrong, we want you to let us know. We take every complaint seriously and we want to know your concerns so we can put things right and learn from our mistakes.
- Talking to your support worker or any member of our staff
- Calling us by phone
- Writing to us
- Visiting our office
- Filling in a form on our website
- If you would like to send us your complaint on a form, please ask and we will send one to you by email or post.
- We have not done what we said we would do, or if we have done something we shouldn’t have done
- We have not followed our policies and procedures correctly
- You feel we have not treated you well
If you are reporting someone else’s anti-social behaviour, bullying or harassment, please report it directly to your support worker. This is not counted as a complaint about Staffordshire Housing Association – it is a complaint about someone else. In these circumstances we will do whatever we can to resolve the situation and support you through it.
As well as this we need as much information as possible on what you are complaining about.
“We will deal with anonymous complaints, but if we don’t know who you are and can’t ask you for more information, we may not be able to take action.”
Within 24 working hours, we will let you know we have received your complaint and tell you which team or service manager is looking into it.
Our target time to respond to you is 10 working days.
If you are not satisfied with our stage one response, you can appeal to the director of the service you are complaining about.
If possible, please put your appeal in writing. If you need help to do this, call us on 01782 744533 and we will be happy to help.
We will acknowledge your appeal within 24 working hours of receiving it. Our target response time is 10 working days.
If you are not satisfied with the stage two response, you can ask us to refer your complaint to our Board of Management. We will let you know within 24 working hours that we have done this.
The Board will select a panel of members to investigate your complaint, and will aim to hold a personal hearing and respond to you within 20 working days.
If you are unhappy with the stage three outcome, you ask for an independent review outside the organisation.
If you are an SHA tenant or applicant for housing, you can refer you complaint to a designated person or the Housing Ombudsman Service. www.housing-ombudsman.org.uk/
When your complaint reaches this stage, we will tell you who you need to contact to take the matter further.