Making a complaint
We aim to provide a high quality of service and your views and comments are
important to us. We welcome comments on our performance and will consider any
suggestions you make which might help us to improve our service. If you do have
a problem or complaint we will try our best to resolve it quickly and
effectively.
Making an informal complaint
Often the quickest way of resolving a problem is by phoning us or calling in and
speaking to a member of staff who will be happy to take your details and do
their best to resolve your problem. The more details we have, the easier it will
be for us to help you.
If you choose to contact us we need to know the following:
Your name and address;
Where, when and how we can contact you;
The details of your complaint;
What you would like us to do to put things right.
If the person you speak to or write to cannot deal with your complaint it will
be passed on to the most appropriate member of staff.
Making a formal complaint
If you are not happy with the response you get to an informal complaint, you may
make a formal complaint.
Formal complaints may be made in person, in writing, by post, fax, e-mail or
telephone. Any member of staff can take the details of your formal complaint.
All formal complaints are responded to by our Chief Executive and you are able
to appeal about the response if you remain unhappy. For complaints about matters
that occurred after 1 April 2006 you can also refer your complaint to the Social
Housing Ombudsman for Wales.
Complaints Procedure