Definition of a complaint

A complaint is when we:

• Do something wrong or badly;
• Do not do something at all, that we should do;
• Are impolite or unhelpful (this includes staff and contractors);
• Do not provide a service in time expected or specified; or
• Fail to meet legal duties.

What is not a complaint?

• The first request for a service or where the first request has not had sufficient time to be delivered under our service standards;
• A request for information;
• An explanation of policy or procedure;
• An appeal against the amount of rent or service charges; and
• A complaint about another resident.

Where legal action is in progress, this is not logged as a complaint. Instead we continue to deal with solicitors and the legal action. However where legal action is threatened, the complaint will be logged and if legal action is then taken, the complaint will be closed at that point. Where a solicitor is acting as an advocate for the complainant, this will be logged as a complaint and dealt with in the usual way.

Lewisham Homes only deals with complaints about services that Lewisham Homes provide or that contractors provide on behalf of Lewisham Homes.