Complaints, what happens next?
We have three stages for dealing with complaints
We will acknowledge your complaint within two working days of receipt, providing you with the name of the investigating Manager and a response date for dealing with your complaint. The Manager will investigate your complaint and send you a written response within 10 working days. However, sometimes complaints are complex and might require a longer period to complete an investigation. We will write and inform you of this.
If you are unhappy with the outcome at Stage 1, you have six months from the date of our response to contact our Complaints Co-ordinator and explain why you are still dissatisfied. At Stage 2, a Senior Manager, from another service area, will investigate. We will acknowledge your complaint within two working days with the Senior Manager’s name and a response date. The Senior Manager will fully investigate your complaint and you will receive a response within 21 working days.
If you feel your complaint is still not resolved to your satisfaction you can request that it is reviewed by Sutton Housing Partnership’s Appeals Panel. Please contact our Complaints Co-ordinator within 28 days of your Stage 2 response to explain why you remain dissatisfied. Our Appeals Panel meets once every three months. They will review your complaint and consider any previous actions taken. The findings of the review will be communicated to you within 7 working days of the meeting. The Appeals Panel consists of the Sutton Housing Partnership’s Chief Executive, Board Champion for Complaints, a Resident Board member and a volunteer resident. If you remain dissatisfied after your complaint has been through Sutton Housing Partnership’s complaint procedure, you can contact the Local Government Ombudsman.
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Sutton Housing Partnership, Sutton Gate, 1 Carshalton Road, Sutton, Surrey, SM1 4LE
By telephone 020 8915 2000 between 8:45am and 5pm, Monday to Friday
By fax on 0208 915 2240
Our 'out of hours' emergency number is 020 8770 5000