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 compliment, complaint or suggestion

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.

You can pay us a compliment or make a complaint or suggestion by completing an online 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 our Governance Team on 01509 634666.

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

Stage 1 - Investigation

• We will send you an acknowledgement letter within 3 working days. The acknowledgement will tell you which of our managers or team leaders is dealing with your complaint and it will give you their direct contact details.
• We will respond to you in writing within ten working days.
• If we are unable to respond to you within ten working days, we will speak to you and let you know a date when we will respond.

If you are not happy with our response to your complaint

Stage 2 - Review

• You can ask for your complaint to be reviewed by a Service Manager.
• We will send you an acknowledgement within 3 working days
• The Service Manager will review the complaint and our response and respond in writing within 10 working days of receipt of your complaint.

If you are still dissatisfied with our attempts to resolve your complaint

Stage 3 - Appeal

• You can ask for it to be referred to an appeals panel made up of three of our Board members.
• We will send you an acknowledgement within 3 working days.
• We will arrange an appeals panel and advise you of the appeals hearing date within 15 working days of receiving your request. We will invite you to attend the appeals panel.
• We will advise you of the outcome of within 5 working days of the appeals panel meeting.

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:

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.