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LanguageComplaints, Comments and Compliments.
Customer satisfaction is a priority for Seven Locks Housing.
It is important to highlight that no matter whether you contact us with a compliment, comment or a complaint we will take every opportunity to ensure that it helps us to continually improve our services.
SOMETIMES THINGS WORK WELL
"If they do let us know"
We work hard to ensure that the services we provide to you directly or through our contractors and representatives, are of high quality and meet your needs and expectations at all times. We welcome feedback on how we are doing and would appreciate comments or compliments; your guidance will enable us to make sure that we continue to develop our services in line with your requirements.
If you would like to make a comment or pass on a compliment about our services please click on contact us
SOMETIMES THINGS GO WRONG
"If they do let us know"
We know that there may be times when you are unhappy or dissatisfied with the service that you receive, in these instances we welcome your comments and complaints. Understanding the reasons for complaints and responding to them effectively helps us to improve our service to all customers; your comments will give us the opportunity to put matters right, assist us to identify weak points and help us to change and improve the way we provide services in future.
What is a complaint?
We define a complaint as:
- any expression of dissatisfaction – either verbally or in writing - by one or more of our customers, or by a person representing or making a complaint on a customers’ behalf, about Seven Lock Housing:
- action or lack of action
- or
- the standard of service provided to you by this organisation or anyone delivering services to you on behalf of Seven Locks Housing.
You are not making a complaint when you:
- first request a service or
- first contact us to report a fault, or
- contact us to request information about or a clearer explanation of our policies, or
- contact us for a further explanation of a decision, or
- raise an issue where there is a right of appeal or a legal solution.
If you are dissatisfied with our services we encourage you to contact us.
We will use the investigation into the circumstances of your complaint as an opportunity to identify any failures in our systems and processes.
We monitor the number and type of complaints we receive and use the outcomes of our investigation to ensure that we improve our services.
How do I make a complaint?
If you experience a problem with a service that Seven Locks Housing are providing, please tell us immediately.
Contact our Customer Service Department on 01858 414500 or your Scheme Manager or the relevant member of staff.
This provides us with the opportunity to resolve mistakes or misunderstandings as quickly as possible. However, there may be times when this is not possible, or you may not be satisfied with the response.
If this is the case please download our How to make a Complaint Information Leaflet and either complete and return the form to us or click on this link to complete a complaint form online.
Company Registered in England, Number 5571472. VAT Registration Number 917 941 988. Registered with the Housing Corporation No. L4506