Looking for P3 Housing Association?
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Looking for P3 Housing Association?
Go to P3 Housing
If you are a tenant with P3 Housing and wish to make a complaint about your home or the services we (or a contractor) have provided or the way in which it was delivered, follow the 2 stages below.
We have adopted the following definition of a complaint as ‘an expression of dissatisfaction about the standard of service, actions or lack of action by the landlord, its own staff or those acting on its behalf, affecting a resident or group of residents’.
We also recognise complaints can come in many forms without the term ‘complaint’ being used, such as from our customer surveys, informal feedback or a formal complaint where you believe we have not met our service standards.
Complaints can be made in a range of ways:
When a complaint is made, we aim to resolve and put right any issues when we are first contacted, which will be recorded as a first contact resolution. If a resolution cannot be agreed, or the tenant does not agree to an informal response, the complaint will be treated formally in line with this procedure. At Stage 1 your complaint will be acknowledged within 5 working days, and a full response will be given after 10 working days of receipt, following a full investigation by an appointed Investigating Manager.
If resolution is not possible and/or you feel your complaint has not been satisfactorily resolved, you can request for it to be reviewed by the Head of Tenant Services or a senior manager. This request should be made within ten working days of the Stage 1 decision.
Once these two stages have been completed if you are still dissatisfied with the outcome of your complaint, all tenants of P3 Housing have the right to contact the Housing Ombudsman to discuss their complaint.
Further advice and support is available during any stage of the complaints process from the following organisation as appropriate:
Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ
Telephone: 0300 111 3000
www.housing-ombudsman.org.uk
A service request is not a complaint, but a request from a tenant, to their landlord requiring action to be taken to put something right. All service requests are logged, monitored and reviewed regularly by the Head of Tenant Services. If a tenant expresses their dissatisfaction with the response to their service request, even if it is on-going, a stage 1 complaint will be raised and fully investigated in line with this policy.
HOS Complaint Handling Code – Self Assessment
Annual Complaints Performance and Service Improvement Report
If you wish to make a complaint about a support service we have delivered or the way in which it was delivered, follow the 3 stages on their complaints page.
