This policy sets out the Group’s approach to feedback made by customers and other stakeholders. For the purpose of this policy, ‘customer’ refers to Great Places’ existing tenants, former tenants, market rent tenants, leaseholders, shared-owners and housing applicants. Complaints will also be considered by non-tenants, if the issues concern Great Places services or residents.
Our colleagues in Customer Feedback will look into your complaint and will log it at Stage 1 of the complaints process. You will receive an acknowledgement within 3-5 working days of receiving your complaint. They will provide you with a case reference number and their contact details. They will also contact you to discuss your complaint and make sure we have all the information that we need.
We’ll aim to investigate your complaint and respond within 10 working days. Sometimes complaints may take longer to investigate and resolve. If this is the case the Customer Feedback team will agree a new date on which we will respond and will keep in contact with you.
If you feel that we haven’t answered or resolved your complaint let the Customer Feedback team know and tell us why you think we haven’t resolved it. It helps if you can let us know what a resolution looks like for you. If we haven’t been able to resolve your complaint at Stage 1, you can progress to the next stage of the complaints process.
We will investigate and respond to a Stage 2 complaint within 20 working days. If we can resolve it sooner we will but often Stage 2 complaints can be more complex and take longer.
Our colleagues in the Customer Feedback team will acknowledge the Stage 2 complaint and will provide details of who will be your point of contact during the Stage 2 investigation. The person assigned to investigate your complaint will contact you to discuss your complaint and make sure they have all the information needed.
Stage 2 complaints are investigated by a new person, someone not previously involved in your complaint.
You can seek advice and assistance from a third-party organisation. Please see links below.
It is the same process but there are different options if you remain dis-satisfied with Great Places complaints process.
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