Policies

Complaints Procedure

If you have any complaints about any aspect of your occupation of a Peter Birtwistle bungalow or flat these should be made to the Administrator of the Trust (Mrs Alison Evans) at the office on 864233. If you have a complaint, or a difficulty has arisen which cannot be readily solved by a discussion with the Administrator   the matter should be addressed in writing and forwarded to the Chairman of the Trustees, 14 Keighley Road, Colne, BB8 0JL (marked confidential).

If you have a complaint about staff employed by the charity, other residents or a serious breach of health and safety regulations, you should put your complaint in writing at the outset to the Chairman, with a formal request for it to be considered by the Trustees at their next meeting. You will, if you wish to exercise that right, be entitled to attend when your complaint is being discussed, accompanied by a friend, advocate or professional advisor.

Trustees are obligated to write to the resident to advise of the action taken to resolve the complaint or difficulty.

EVERY EFFORT WILL BE MADE TO DEAL WITH COMPLAINTS AS QUICKLY AND EFFECTIVELY AS POSSIBLE.

If you remain dissatisfied with this response you can ask the Housing Ombudsman Service to investigate how we dealt with the matter.

To contact the Housing Ombudsman Service, you can ask one of the following to refer you complaint:

·        A Member of Parliament (MP)

·        A local Councilor

You can also contact the Housing Ombudsman directly but please note that the Ombudsman will not be able to investigate your complaint until eight weeks from the date of this letter.

How to contact the Housing Ombudsman.

Online - www.housing-ombudsman.org.uk/residents/make-a-complaint/

Telephone – 0300 111 3000

Email – info@housing-ombudsman.org.uk

Post – Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ