Complaints Policy
Despite
all our efforts as an Association, there are instances
where an individual feels necessary to complain about
the service.
We have a Complaints Policy that deals with cases
where an individual is dissatisfied with the service and
also officers who ensure that each complaint is dealt
with in a fair and impartial manner. They also ensure
that each complaint is given prompt reply. We would
encourage you to voice your opinion on the services
provided by the Association and we will ensure that any
worries you may have will be taken seriously and will be
noted for future decisions.
What
is classed as a complaint?
Any expression of dissatisfaction, however presented,
with the standard of service provided, or action or
inaction by Cymdeithas Tai Eryri, its staff or agents,
affecting any individual or group
How to complain
You may register your complaint in a number of ways:
- Complaints form
- By telephone
- By fax
- By personal visit
- By letter
- On site by any member of staff
- Someone complaining on behalf of a customer
- By e-mail
- Through the website
A
complaint is received concerning;
- failure of the Association to act in accordance
with current practice
- Customer dissatisfaction with the outcome of a
situation or problem, which was dealt with in
accordance with the policies and processes of the
Association
- A shortcoming by the Association in providing
services for which we are responsible
- The failure of an individual member of staff to
behave properly when dealing with a customer.
What happens after you
have made your complaint?
- The complaint will be dealt with in the first
instance by the Service Manager (Stage 1: informal
complaint). The complainant will receive a written
response within 2 working days which also gives
details of the appeals procedure
- Within 10 working days of receiving your official
complaint, you will receive another letter that either
suggests ways of solving the problem or noting the
Association’s decision. This letter will explain the
other options available to you should you disagree
with the decision.
- Should you decide to appeal the response the
complaint will be forwarded to the Service Improvement
Coordinator (Stage 2), who will deal with the
complaint as a formal complaint.
- Within 2 working days of you informing us that you
are dissatisfied with the first decision, the Service
Improvement Coordinator will send you a letter
confirming that she has received the complaint and
will be looking into the matter.
- Within a further 10 working days, you will be
informed either of the decision or to arrange a
meeting to discuss the matter further. You will also
be informed of the other options available to you.
- Should you be again dissatisfied, you can proceed
with your complaint and be given the option of
referring it to the Appeals Panel. We will arrange
that member of the Management Board and Tenant
Representatives will meet as soon as possible
- Within a further 10 working days, the Appeals
Panel will send you a letter you informing you their
decision. Whatever the outcome, we will inform you
that the Association will not be discussing the matter
further and that subsequently you can contact the
Public Services Ombudsman for Wales, 1 Ffordd yr Hen
Gae, Pencoed, CF35 5LJ
As we are continually trying to better our cervices,
the Service Improvement Coordinator, members of staff
and members of the Committee monitor the number of
complaints we receive. This is useful in trying to
establish whether there are lessons to be learnt and
that the complaints are used to better the service the
Association offers to you.
For more information click on the following link-
