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How to Comment or Complain about a Sutton Housing Partnership Service |
Our Mission
“To deliver excellent, customer focused and cost effective landlord services to all our residents”
Sutton Housing Partnership is committed to providing good quality, value for money services to all our residents and we welcome comments from our customers. Your comments and suggestions help us to see how we are doing, and help us to find ways in which we can improve our services. We aim to resolve any problems or complaints as soon as they arise and learn from them, as an organisation.
We would also like you to tell us when we do something well, or if you have a suggestion about how we could change the way we do things.
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Reporting a problem
If you have a concern about the services you are receiving from Sutton Housing Partnership, or have been refused a service you feel you should have, the first thing to do is to talk to the person you normally deal with. This will usually be your neighbourhood manager.
Very often, talking to a member of Sutton Housing Partnership’s staff is all that is needed to sort out the problem. |
What to do if the problem is not resolved
If you are not happy with the response you receive when you report a problem, you can make a formal complaint in one of the following ways:
Write to Sutton Housing Partnership,
Quality and Performance Team,
Sutton Gate,
1 Carshalton Road,
Sutton,
Surrey.
SM1 4LE
Use the website www.suttonhousingpartnership.org.uk where you will find a Comments and Complaints form. Please complete the form, and send to Sutton Housing Partnership, or email to complaints@suttonhousingpartnership.org.uk
Email customerservices@suttonhousingpartnership.org.uk heading up your email with ‘Comment or Complaint’
Contact Customer Services on Freephone 0800 195 5552
Fax to 020 8915 2240 marking your fax ‘Complaints’
Please note we will only investigate complaints about events that happened during the past 12 months.
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The complaints process
Informal complaints/enquiries
When a problem arises please contact the relevant officer or department. Hopefully, they will be able to sort the problem out for you. If they are unable to help you immediately, the officer dealing with your case will get back to you within 10 working days. When making a complaint or enquiry please always outline the problem, any history which might be involved, and what you would like us to do to put it right. You should also keep a record of any telephone conversations, or letters sent, in case you want to make a formal complaint. If you are unsure which officer to contact, please ask the Customer Services Team.
If you are unhappy with the response you receive, or if you have waited for more than 10 working days, you may approach the Quality and Performance Team to make a formal complaint. Please note that the Quality and Performance Team are unable to accept complaints which have not previously been raised with the relevant officer. They are, however, always willing to help you get in contact with the right person. |
Stage 1
We aim to acknowledge your formal complaint within 2 working days and send you a written reply within 10 working days.
Depending on the nature of your complaint, the investigating officer may offer a meeting to discuss your concerns in more detail.
If the officer investigating your complaint is unable to reply within 10 working days, he or she should let you know and explain the reason for the delay.
Stage 2
If you disagree with the response that you receive please write to the Quality and Performance Team within 28 days, explaining clearly why you remain dissatisfied.
We will acknowledge your complaint within 2 working days, and a senior manager from another service area will review your complaint and write to you within 20 working days explaining his or her findings and recommendations. |
Help in making a complaint
If you have a problem in making a complaint, a friend, relative, Councillor or a Member of Parliament may be able to help. You may also be eligible to receive help from an independent agency.
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If you have a disability, or are over 60, one organisation providing this type of help is Advocacy Partners. This organisation employs experienced staff who will be able to represent your views and help you deal with a specific complaint against us.
Advocacy Partners
MacMillan House
54 Cheam Common Road
Worcester Park
KT4 8RH
Tel: 020 8330 6644
Fax: 020 8330 6622
email: info@advocacypartners.org.uk
www.advocacypartners.org.uk
Your local Citizens Advice Bureau may also be able to help you.
Tel: 020 8405 3552
www.suttonadvice.org.uk
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If you still feel your complaint has not been dealt with properly
If you have used Sutton Housing Partnership’s complaints procedure and are not satisfied with the way that your complaint has been dealt with, you may contact:
Local Government Ombudsman (LGO)
The Oaks
No.2 Westwood Way
Westwood Business Park
Coventry
CV4 8JB
Tel: 024 768 20000
Fax: 024 768 20001
or email: coventry@lgo.org.uk |
The Ombudsman is independent and his service is confidential and free. |
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