This information can be made available in a range of languages and alternative formats such as electronic copies (for example e-mail), or in large print, Braille or audiotape. Please contact the Communications Team on
(0191) 4268370.
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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 days along with the name and contact details of the officer dealing with it.
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 - Investigation by appropriate officer
- If you make a complaint we will acknowledge receipt of your complaint, in writing, within 3 working days providing you with their name, contact details and your unique reference number.
- We will try to resolve your complaint within 10 working days. Where this is not possible, you will be kept informed of progress and we will advise you of a target date when we hope to have your complaint resolved.
If you are still not happy
Stage 2 - Investigation by Manager
If you are not satisfied with our response you can ask for your complaint to be investigated under Stage 2 of our complaints procedure. You must do this within 28 days. A senior 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.
Stage 3 - Investigation by Senior Manager
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 to:
Governance Team
South Tyneside Homes
Strathmore
11 Rolling Mill Road
Viking Business Park
Jarrow
NE32 3DP
Email: communications@southtynesidehomes.org.uk
This will be investigated within 15 working days and you will receive a written response.
Stage 4
In the unlikely event that you are still not satisfied, you may refer your complaint to the Local Government Ombudsman.
By writing to:
Local Government Ombudsman
Beverley House
17 Shipton Road
York YO30 5FZ
Phone: 01904 380200
Fax: 01904 380269
Email: enquiries.york@lgo.org.uk
Compliments
What if you don’t want to make a complaint but have a comment, compliment or suggestion about the service?
We want to know if you have any comments, suggestions or compliments about South Tyneside Homes to help us continually improve the service we provide. You can tell a member of staff or put it in writing to:
Governance Team
South Tyneside Homes
Strathmore
11 Rolling Mill Road
Viking Business Park
Jarrow
NE32 3DP
Email: communications@southtynesidehomes.org.uk
You can also send us your feedback via the contact form on this website.
