Independent Housing Ombudsman

Ombudsman's "Problems with your landlord?" leaflet

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COMPLAINTS

Waterloo welcome complaints and comments on our products and services. They allow us to look at what we do and put things right or improve where necessary. We are committed to dealing with your complaints promptly, effectively and objectively.

The aim of the complaints procedure is to highlight where we are not meeting our high standards of customer service and allow us to change practices where we've got things wrong.

A complaint may not be your first request for action from us. We want to provide an excellent service to all of our customers so if you have an issue with any of our services please speak to the designated Customer Relations Officer for your tenure. If you are still not satisfied, the following procedure sets out how to make your complaint and what we will do to resolve it.

You can use this procedure to complain or record dissatisfaction if, for example:

• We fail to do something that we should have done
• We fail to meet our published standards
• We have been unhelpful in dealing with a request from you
• You want to appeal against a decision that we have made
• Our service to you does not meet your expectations

You can inform us of a problem by any means convenient to you, for example by telephone, by email, by fax or in writing. Alternatively you can request that a Customer Services Officer contact you to discuss your problem. This person will ensure your complaint is dealt with confidentially and objectively.

We will acknowledge receipt of your complaint within five working days.

Your designated Customer Relations Officer will record and investigate your complaint. They will make sure that our understanding of your complaint is correct and find out from you what you would like us to do to put it right. You will receive a reply within ten working days. This reply will include our understanding of the complaint, what action we will take as a result and our reasons for this decision. The departmental Director, or Manager in their absence, will have reviewed the complaint with the officer and will have confirmed that the response is appropriate.

Every attempt will be made to resolve your complaint but if you are not satisfied with our decision you can proceed to stage 2.

Complaints Form:

Step Two

The Chief Executive will investigate your complaint and deal with your appeal.

You may meet the Chief Executive in person if necessary, and may bring a friend or adviser with you.

You will receive a written response within 21 days.

If you remain dissatisfied you can appeal to our Board of Management.

Step Three

The Chairman of the Board of Management (or two other Board Members) will investigate your complaint and deal with your appeal. You will receive a written response within 21 days.

This is the final stage of our internal complaints procedure

Throughout the complaints procedure you have the right to mediation. Waterloo can advise you of appropriate independent external organisations who can assist you during the process.

We hope that any issues you have will be resolved by this stage. If you remain dissatisfied you can appeal to The Independent Housing Ombudsman.

The Ombudsman

The Ombudsman is an independent person who can investigate complaints from housing association customers and make recommendations to put things right. You have the right to contact the Ombudsman at any time. However, you will usually be expected to have gone through the association's internal complaints procedure before the Ombudsman will consider your case.

For advice or information on the Ombudsman Service, please contact,
Norman House,
105-109 The Strand,
London
WC2R 0AA
Tel: 0207 836 3630 Lo-call
E-mail: ombudsman@ihos.org.uk

You can also visit their web site at: http://www.ihos.org.uk/

Information on the Ombudsman Service is also available in Braille or on audio tape. Please contact us for a copy.