We need to know what you think of our Service
To be a successful business we know that we must listen to the views, comments and suggestions of all of our customers.
We want to make it easy for you to give us your feedback, particularly if:
- You have not had a good experience of our services
- We have made a mistake that has affected you
We would also be delighted to hear from you when:
- You are particularly happy with a service you have received
- An individual member of staff has exceeded your expectations
- You would like to compliment us on anything you think is important
It would also be helpful if you have any ideas or suggestions about how we can improve our services to you.
How To Make a Complaint
We want to give everyone the best service that we can. That means if we get things wrong we need to know how to put it right next time.
To make a complaint you can you can fill in our on-line form by clicking on the link below.
Alternatively, you can:
Write to us at Charnwood Neighbourhood Housing, PO BOX 8749, Council Offices, Southfield Road, Loughborough, Leics, LE11 2TN
Or, phone 01509 634732 and ask for our Compliments, Complaints, Suggestions Form to be sent to you.
Who Can Complain?
Anyone who uses, or is affected by our services.
If You Need Help Making a Complaint
We can help you, or you can ask a relative or friend. We can also arrange for an independent agency to help you or act on your behalf.
What to Expect When You Make a Complaint
We may be able to put things right straight away or we may need time to investigate. If we cannot deal with it straight away, you will receive an acknowledgement within 3 working days. The acknowledgement will tell you which of our managers are dealing with your complaint and it will give you their direct contact details. We will respond to you in writing within 10 working days.
If you are not happy with our response to your Complaint
- You should tell us why within 20 working days of the date of our response.
- We will send you an acknowledgement within 3 working days
- The Head of Service or Director will investigate your complaint and respond in writing within 15 working days of receipt of your complaint.
If you are still dissatisfied with our attempts to resolve your Complaint
- You can ask for it to be referred to an appeals panel made up of three of our Board members. This will usually be a tenant or leaseholder representative, a local councillor and one other Board member.
- You must do this within 20 working days of the date of the head of Service or Director's response.
- We will send you an acknowledgement within 3 working days.
- We will arrange for the appeals panel to review your complaint within 20 working days of receiving it.
This is the final stage of our complaints process. If you remain unhappy after this final stage, you can ask the independent Local Government Ombudsman to consider your case.
The address is:
Jerry White
Local Government Ombudsman, The Oaks No 2, Westwood Way, Westwood Business Park, Coventry, CV4 8JB
Phone: 024 7682 0000
Fax: 024 7682 0001
Improving the Service We Offer
Once your complaint has been resolved, we will contact you again to see how well you felt we dealt with it. We can take your feedback over the phone or send you a Customer Satisfaction Questionnaire to complete.
