Housing Solutions Group wants to deliver a high quality service to all customers. We work continually to improve the service we offer.

But sometimes of course things go wrong. And when they do, we want to put them right, and as quickly as possible. We are committed to dealing with all complaints quickly, fairly and effectively - and to the satisfaction of the person who has lodged the complaint.

We also want to hear what you think of our services, and suggestions for making them even better. Positive comments are welcomed as well as negative. We're always happy to hear from our customers when they are particularly pleased with any aspect of the service they've received.

What is a Complaint?

Complaints usually stem from a failure to deliver a service - a failure that cannot be resolved immediately. Examples of causes of complaints include:

• A failure to achieve the standards set out in our Customer Charter;
• A failure to fulfil statutory or contractual responsibilities (e.g. we have not done something that we said we would do in your tenancy agreement - our contract with you);
• Delays in our administrative processes (e.g. we haven't called you back when we said we would);
• Complaints about staff or contractors (e.g. you thought someone was unhelpful or rude);
• Dissatisfaction with the way Housing Solutions has reached a decision or what has happened after a decision has been made (e.g. exclusion from the waiting list).

A request for a service is not a complaint. So the following for example are not classified as complaints:

• A routine request for a service such as the initial request for a repair;
• Reporting an incident of neighbour nuisance or anti-social behaviour.

However, if you use this form to report an issue that is not a complaint we will pass it to the appropriate person for action (e.g. we will report the repair for you).

How can I make a complaint?

You can lodge your complaint in a number of ways, including:

• on the telephone on 0800 876 6060
• in person at our offices at the address below
• by fax on 01628 543199
• by e-mail to contact@mdha.co.uk
• through a third party - for example a relative, neighbour, councillor or MP
• in writing to this address: 
  Service Performance Manager,
  Housing Solutions, Crown House, Crown Square,
  Waldeck Road, Maidenhead SL6 8BY

What happens next?

We will acknowledge receipt of your complaint within three working days, and your complaint will be allocated a reference number. You will also be advised who is dealing with your complaint, and when you can expect a full response from us.

A designated member of staff will then consider your complaint, and you will receive a letter detailing the outcome of the consideration of your complaint, and any actions that we intend to take to rectify the matter. We aim to provide you with a full written response within 15 working days.

Sometimes it will take us longer to provide a response to you. If this is likely to happen, we will contact you to let you know when you can expect a full response from us.

What if I'm still not happy with the outcome?

If you are not happy with the outcome of our consideration of your complaint, you have one calendar month from the date of our response letter, to request that the complaint be considered at the next stage of our process.

How many stages are there?

Our complaints process has three stages - every complaint must start at the first stage.

Stage One - The Formal Complaint

This stage is considered by the relevant manager and will normally be completed within 15 working days. This stage is open to any person wishing to make a complaint to the Housing Solutions Group. If you are unhappy with the outcome of your complaint and wish to proceed to the next stage you must tell us within one calendar month.

Stage Two - Formal Complaint Appeal

This stage is considered by the relevant Director and will normally be completed within 15 working days. If you are unhappy with the outcome of your complaint and wish to proceed to the next stage you must tell us within one calendar month.

Stage Three - Formal Appeal to Appeals Panel

This stage is considered by the Board Appeals Panel. This panel is made up of four of our Board members, at least one of whom will normally be a tenant Board member. Only tenants, former tenants, applicants for housing, leaseholders and people who pay estate service charges to Maidenhead & District Housing Association, Bridgewater Housing and Payton Homes are able to take a complaint through to stage three.

When the consideration of your complaint is completed we will send you a short questionnaire to ask you how you feel your complaint was handled. Responding to this is voluntary but by doing so you will help us ensure we are meeting our promise to deal with complaints quickly, fairly and effectively.

What if I'm still not satisfied?

If your complaint has been considered at all three stages and you are still not satisfied with the outcome, the Housing Ombudsman Service may consider a complaint for you. The Housing Ombudsman Service will consider complaints of people who are tenants, former tenants, housing applicants or leaseholders or people who pay estate service charges to Maidenhead & District Housing Association, Bridgewater Housing and Payton Homes.

The Ombudsman will not consider a complaint from anyone else (for example from the neighbour of a tenant of a property owned by the Group, who are not themselves tenants or leaseholders of the Group). The Ombudsman will only consider complaints that have been through the full internal complaint procedure first.

The Housing Ombudsman Service can be contacted at:

81 Aldwych, London, WC2B 4HN

Tel: 0207 421 3800
Lo Call: 0845 7125 973
Minicom: 020 7404 7092
Fax: 020 7831 1942
Email: ombudsman@ihos.org.uk
Web-site: www.ihos.org.uk

How can I find out more?

If you require any further information, or need help in submitting a complaint, please contact the Policy & Performance Manager on 01628 543070

Click here to download our complaints leaflet (pdf)