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. 

We’ll try to put it right

We'll always try to put it right, and customers have told us that most times this is all they ask. We record this as ‘feedback’ and review all feedback monthly so we can see where the problems are with our processes and systems, and fix them so that we are more likely to get things right first time.  

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 Head of Service.  

  • We will acknowledge a formal complaint in writing within 3 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 in 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 3 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 10 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 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 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 Complaints and Feedback 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 (currently closed due to COVID-19)
  • 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.

 

The Housing Ombudsman

We subscribe to the Housing Ombudsman Dispute Resolution Principles to Be Fair, Put thing right, and Learn from Outcomes.  We want to resolve issues in a way that works best for you, our customers, and which reflects the Housing Ombudsman Complaints Handing Code.  

Our latest self-assessment of how we meet the Code is here.

Customers can contact the Housing Ombudsman for advice at any time, either via their website:  https://www.housing-ombudsman.org.uk/ 

in writing: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

by telephone: 0300 111 3000

The Housing Ombudsman will expect complainants to have exhausted their landlord’s Complaints process. If a complainant remains unhappy 8 weeks after receiving their Stage 2 outcome they can ask the Housing Ombudsman to take on their case.

We will cooperate fully with all Housing Ombudsman enquiries and cases.


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