Complaints
We always want to hear your views on our services, both positive and negative.
When you tell us that you aren't happy with the service we have given, we use this feedback to put things right and make sure the same mistakes don't happen again.
For example, you can make a complaint if:
• We have not delivered a service on time
• We have not delivered a service at all
• We have given you the wrong information
• You received a poor-quality service
• You have a complaint about a member of staff
• You did not receive any information about an enquiry you have made to us
• You are dissatisfied with the service you have received.
The complaints process
What happens if I have a complaint?
Many problems can be resolved immediately. If not, we have a three stage complaints process. At the end of the process, if you are still not happy, you will then have the right to take your complaint to the Local Government Ombudsman.
How is your complaint dealt with?
We will enter your complaint onto our electronic complaints system and give you a unique reference number. We will acknowledge receipt of your complaint, in writing or by telephone, within 3 working days.
If we have an informal complaint that we can resolve there and then we will enter it onto our electronic complaints system for monitoring purposes. You will not receive an acknowledgement letter.
Stage 1
If you make a complaint we will acknowledge receipt of your complaint in writing, by e-mail or by telephone, within 3 working days providing you with a unique reference number.
We will try to resolve your complaint within 10 working days and send our response by letter.
If it is not possible to resolve your complaint within 10 working days, we will send you a holding letter explaining why.
Stage 2
If you are not satisfied with our response at Stage 1, you can ask for your complaint to be investigated under Stage 2 of our complaints procedure. You must do this within 28 days. A manager will investigate your complaint. We will acknowledge all stage 2 complaints within 3 working days and reply to your complaint within 10 working days.
Again, if this is not possible we will send a holding letter explaining why.
Stage 3
If you are still not satisfied with the outcome of Stages 1 and 2, you can ask for your complaint to be investigated under Stage 3 of our complaints procedure. You must do this within 28 days by writing, telephone or e-mail.
Customer Services Team
South Tyneside Homes
Strathmore
11 Rolling Mill Road
Viking Business Park
Jarrow
NE32 3DP
Telephone: 0300 123 6633
Email: connect2@southtynesidehomes.org.uk
An independent team who has had no involvement at any other stage will acknowledge your complaint within 3 working days. They will then investigate your complaint and respond within 15 working days.
Where we are not able to respond within the set timescales, we will keep you informed of progress and agree a new target date with you when we hope to have your complaint resolved.
Ombudsman
In the event that you are still not satisfied, you may refer your complaint to the Local Government Ombudsman.
Telephone: 0845 602 1983 or 024 7682 1960
Fax: 024 7682 0001
Text: Text 'call back' to 0762 480 4323
Write to the Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH
How to make a complaint
• In writing to
Customer Services Team
South Tyneside Homes
Strathmore
11 Rolling Mill Road
Viking Business Park
Jarrow
Tyne and Wear
NE32 3DP
• By telephone on 0300 123 6633
• By fax on 0191 426 8432
• By e-mailing us at connect2@southtynesidehomes.org.uk
• In person at your local housing office
• By telling your Estate Officer
• By asking someone to complain on your behalf
• By telling your Sheltered Housing Management Officer if you are in a Sheltered Housing Scheme
• By approaching a councillor to make the complaint on your behalf
