One of our key ambitions is to deliver an excellent and reliable resident experience. We actively encourage feedback on our services, both good and bad, so we can use the information to make improvements to what we do, and know that this may sometimes be a complaint.
However, problems can often be resolved quickly without the need for a formal complaint just by talking with us. We always ask that you give us the opportunity to resolve your issue first before raising it as a complaint as our priority is to put things right for you. Talking to us about your issue is often the easiest and quickest way to achieve a positive outcome for us both.
However, if we haven’t been able to resolve your complaint informally in this way, it may be logged for handling under the complaints policy. The Housing Ombudsman defines a complaint as “An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents”.
Situations that could lead to a complaint include when:
- We fail to meet our legal duties, promises or standards we have set.
- We do something wrong, poorly, or fail to do something we should.
- We are impolite or unhelpful.
We always ask that a complaint be brought to us within six months of the problem coming to your attention so that we can investigate it properly and put things right. However, we understand there may be exceptional circumstances that stopped the complaint being raised earlier and each case will be considered on its own merit.
There are circumstances which we wouldn’t handle under the complaints process such as:
- A first request for a service or information, or we have not exceeded the timescales set out in our service standards.
- The complaint is about another resident, for example a report of anti-social behaviour.
- The complaint is about a service provided by Lewisham Council, for example is about council tax, school admissions, penalty charges, council tax.
If you’re not sure if we will handle your issue, please contact us for guidance or read the following pages: