How are we doing?
We know that there are times where we do not always get it right. It is important, that when things go wrong you are able to tell us. We will always listen to complaints and feedback so we can learn from our mistakes.
We also like to hear when things have gone well for our tenants. If you have received a great service from a member of staff, please let us know too.
We use the feedback you give us to improve services.
How do we deal with complaints?
FPHA takes all complaints seriously. When we receive a complaint, we work hard to resolve the issues raised as quickly as possible.
We have a Complaints Policy that explains how we deal with complaints.
There may be times when we are unable to deal with your complaint. If this is ever the case, we will advise you as soon as possible. We will help you to ensure that your complaint is sent to the correct place or offer alternative support to try and resolve your issues.
We have produced an Easy Read guide to help everyone to understand how we deal with complaints.
1. When we receive a complaint
When we receive a complaint, if there is something we can put right straight away, we will. If not, we will pass your complaint to one of our Managers who are responsible for our services. This person will investigate your complaint and respond to you.
2. Putting things right
We will always aim to put things right where we are at fault. Things we do to put things right include:
- Apologising
- Saying where things have gone wrong
- Provide an explanation, assistance or reasons
- Take action where there has been a delay
- Reconsider or change a decision
- Changing policies, procedures or practices
- Consider compensation
3. Complaints process
Stage 1 – if we cannot resolve your issue straight away, we will let you know that your complaint has been logged within five working days of it reaching us. A Manager will then investigate and respond within 10 working days. If this is ever not possible, we will contact you to explain why and agree an extension.
Stage 2 – if you are unhappy with the stage one response, you should tell us straight away. You may feel that we still haven’t addressed the issue properly. You could also have new information that you would like us to look at. You will need to tell us why you are not happy with the stage one response. This will then be logged as a stage two complaint and escalated to our Head of Operations or Chief Executive to review.
Housing Ombudsman – if after both stages you remain unhappy, you can contact the Housing Ombudsman to request a formal review of our complaint handling. We can advise you on this if it what you decide or more information is below.
The Housing Ombudsman
FPHA are members of the Housing Ombudsman’s Complaint Handling Code. The Housing Ombudsman support tenants when they feel their landlord has not answered their complaint well enough. The Housing Ombudsman has the power to investigate all members. Tenants can contact the Housing Ombudsman at any time for support in making complaints and reviewing them if they are not happy with our responses.
Tell us how we are doing
FPHA take all feedback on our services seriously. Tenants can make a complaint when things go wrong. You can also give us feedback when things have gone well.
We will respond to all enquiries received within 5 working days.