Are you happy with our service?

We hope the answer to our question is YES. We work hard to make sure that you receive a good quality service. However, we know that sometimes things can go wrong. We aim to resolve complaints quickly, effectively and wherever possible to your satisfaction.

This leaflet explains how you can

compliment individual staff or recognise good service
make a suggestion that you think might improve our service
make a complaint if you are dissatisfied with the standard of service, actions or lack of action by the Trust

We welcome your comments, complaints and compliments as they provide us with valuable feedback on how we are performing.

we will

listen to you
investigate all complaints thoroughly
acknowledge and learn from our mistakes
continually try to improve our services
apologise where mistakes have been made and do what we can to put things right.

compliments

We want to hear from you. We all thrive on compliments. If you think a particular service is doing well, or a member of our staff has provided excellent service, please tell us, using the form provided.

ideas & comments

If you would like to make comments about any aspect of the Trust's services or have suggestions that you think may improve the service we provide, please tell us, using the form provided.

if things go wrong

We recognise that even in the best run organisations there are occasions when things can go wrong and you may be unhappy about something we have done or failed to do.

making a service enquiry

Talk to the Member of staff responsible for dealing with the matter. We view your first approach as a Service Enquiry as we want the opportunity to put things right. If your concern is about a member of staff, please ask to speak to their line manager. Having reviewed your enquiry or concern, we will respond to you within 10 working days.

complaints

We want to know if you are not happy with the way you have been treated, or the standard of service you have received.

A complaint is a formal expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Trust or its staff affecting a customer or group of customers. It is not a request for service. If you are not completely satisfied with any of our services, please tell us, as we want to know and will act on the information you provide.

complaints procedure

If you are dissatisfied with our response we operate a simple 3 stage complaints procedure; and you can proceed with your complaint as follows

Stage 1 - Investigation

You can make a formal complaint by filling out the form found at the foot of this page or by writing a letter to us stating why you are not happy and what you would like the outcome to be. If contacting us in person, you can ask a member of our staff to write it down for you.

We will acknowledge receipt of your complaint within two working days of receipt.

Your complaint will be recorded, investigated and we will respond to you within 10 working days.

Stage 2 - Review

If unhappy with our investigation, you can ask for your complaint to be reviewed by a Director or Senior Manager responsible for the service. They will write to you with the outcome within 10 working days.

Stage 3 - Service Review Panel

Following investigation and review, if you are still unhappy, within 21 calendar days you can appeal and ask for your complaint be considered within Stage 3 of our procedure.

Within 15 working days we will arrange for a Service Review Panel to meet to consider your complaint fully. The Panel is made up of a Trust Director and two Board Members. You can attend the Panel in person, bringing someone with you for support, or put your case in writing if you prefer.

The Service Review Panel will examine your complaint and respond to you within 10 working days.

improving our services to you

Once your complaint has been resolved, we will send you a feed back form to see how well you felt we dealt with your complaint.

other people to contact

A Citizens' Advice Bureau, an advice centre, a solicitor, a local Councillor or your Member of Parliament may be willing to help you make a formal complaint (solicitors normally charge you for their services).

If you need any help in making a complaint, such as an interpreter, just let us know and we will arrange this for you.

As a learning organisation we will record and regularly report all complaints and outcomes to the Board.

compensation

We have a compensation policy. If you can demonstrate you have suffered a direct loss from our inaction, then you may be entitled to compensation. Please contact us if you wish to discuss a claim.

the independent housing ombudsman scheme (ihos)

If you have been through our complaints procedure and are still not satisfied with the way we have dealt with your case, you can appeal to the IHOS, who may consider your complaint further. We are a member of the Ombudsman Scheme.

The Ombudsman has the power to order or recommend a solution to your problem, which could include an offer to mediate, arbitrate or recommend that we should

formally apologise to you
make you a compensation payment
stop doing what you complained about or provide the required service
reject your complaint

If you wish to contact the Ombudsman's office, you can either call 0845 7125 973 or email them at ombudsman@ihos.org.uk

discrimination

If you feel that Maidstone Housing Trust has subjected you to any act of discrimination, you have the right to claim against us in the County Court. However, you must register your complaint at the County Court within six months of the date that you believe the discrimination occurred or you will lose your right to complain.

more information

Maidstone Housing Trust Limited,
Whatman House,
St. Leonards Road,
Allington,
MAIDSTONE,
ME16 0LS

Freephone 0800 923 2700

Complaint Form Compliments, Ideas & Comments Form

date published: 01/09/2006