Feedback and complaints

We value your feedback

Whether it's a compliment or a complaint, it tells us where we could do better, and where we are doing a good job. 

If you have asked us for a service recently (such as reporting repair or anti-social behaviour) that hasn’t turned out the way you expected it to, then this is what we’ll do.

Concerns?  We’ll try and put it right

If you are concerned about something we have done, and this is something that we can easily and quickly resolve, you might prefer for us to just try and put it right.    

This is great when it’s a straightforward issue, and you are not interested in making a formal complaint.

This is not intended to prevent you from making a formal complaint, and if you do we will log it and conduct a full and thorough investigation as outlined below and in our Policy. Alternatively, if we have tried to put it right but it’s not really worked, then this might be the time for you to make your complaint formal.

Complaints

If we weren’t able to put it right, or if our customers prefer that we treat their feedback formally, this is where we'll use our formal complaint process to ensure we handle complaints consistently and treat customers fairly.

A complaint is defined 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.

We report how we have learned from complaints and feedback on our website here.

Our complaints procedure

Stage 1

This first formal stage is investigated by a Manager or Head of Service.  

• We will acknowledge a formal complaint in writing within 5 working days.
• We will interview the complainant and clarify expectations, interview relevant staff/contractors, review our records, and consult our relevant Policies and procedures.
• We will discuss our findings with the complainant before confirming the outcome in writing – we aim to do this within 10 working days from receipt.

Stage 2

This stage is investigated by a Director, or Chief Executive, subject to the nature of the complaint and the service in question. 

A complainant can appeal the outcome of their complaint at Stage 1 by requesting that it is reviewed at Stage 2.

• We will acknowledge a formal complaint in writing within 5 working days.
• We will interview the complainant and clarify expectations, interview relevant staff/contractors, review our records of the stage 1 complaint, and the reason for the initial complaint, and consult our relevant Policies and procedures.
• We will discuss our findings with the complainant before confirming the outcome in writing – we aim to do this in 20 working days from receipt.

At either stage the outcome of a complaint will be either:

Upheld – We got it wrong.  We will explain what went wrong, how we propose to put it right, and what we will be doing to stop it from happening again.  

Partially Upheld – We got some things, but not all things wrong.  We will explain how we propose to put it right, and what we will be doing to stop it from happening again. 

Not Upheld – We acted in accordance with our Policies and procedures and did not find evidence of wrongdoing on our part.

Please see our Customer Concerns and Complaints Policy for full details.

Ways to give us your feedback or make a formal complaint

• Drop into our office at Arches Housing, 122 Burngreave Road, Sheffield, S3 9DE 
• Phone us on 0114 228 8100
• Email us at info@archeshousing.org.uk
• Write to us at Complaints, Arches Housing Ltd, 122 Burngreave Road, Sheffield, S3 9DE
• Chat to us using Live Chat on our website
• Send us a DM on Facebook or Twitter

Please include your full contact details, what has gone wrong, when it happened, and how you would like us to put it right.

You can use this link to return to the Contact Us section