Contact UsWhat to do if you have any complaints about TVH
At Tees Valley Housing Limited (TVH) we are committed to providing excellent services for our customers.
Whilst we strive to provide you with the services you require and ensure you are satisfied and happy we accept that on occasions things can go wrong. If this happens we would like you to tell us so that we have the opportunity to put things right.
We always encourage customers to work with front line staff to resolve problems as this is often the best way – see our leaflet “Are You Being Served”.
Because we value your views, our policy is to listen to you. We welcome your feedback, whether it is a complaint, compliment or even a suggestion because we see this as a way of maintaining our service and continually improving it. We record and monitor all feedback we receive and we use this to review our services and through the tenants newsletter “Tees Valley News” we aim to let customers know how we have listened to their views.
Our Aim is to:
- Take complaints seriously and try to resolve these wherever possible
- Use complaints and customer feedback to help improve our service
- Learn from our mistakes
- Provide responses which are clear and easy to understand
- Provide where necessary, explanations for decisions
- Treat you fairly and with respect
- Be open and honest
- Be confidential
What is a Complaint?
There is no one definition of a complaint. We see a complaint where a customer expresses dissatisfaction with the way we have acted, particularly where an initial response to the problem has not proven satisfactory.
For example a complaint could be where:-
- We have not followed a published policy or procedure
- We have failed to deliver or meet an expected standard of service
- Our staff or contractors have been unhelpful or acted in an inappropriate manner
What is not included?
There are certain issues that cannot be dealt with through this particular procedure although we will always listen and provide you with a response.
The Complaints procedure is designed to deal with complaints about us.
If for example you have a complaint about your neighbour we would not deal with this through this procedure. But, we would if you were unhappy about the way in which we dealt with it.
If you have a complaint about a policy, for example the way in which we set our rents or the published timescales for repairs to be completed, the procedure cannot be used. We do however value your views and would still encourage you to tell us. Even better join our Housing Advisory Panel or your local Area Committee and make a difference!
How to make a Complaint
If you feel you need to make a complaint it is important that you contact us and tell us:-
- What the complaint is
- When it happened
- What you have done about it
- Who you reported it to and who has been involved
- How you would like it resolved
Complaints can be made:-
- In person at the office (or local office if there is one)
- To any member of staff when they are on the estate
- By telephone
- By downloading and completing our “Complaints Form” at the bottom of this page
- In writing
- By e-mail to admin@teesvalley.org
(Where complaints are made in person you will be asked some questions and notes will be taken. You will then be told what happens next.)
We would encourage you to let us know your complaint as soon as possible but do ask that you complain within 6 months of the issue first arising. If you have moved out of a Tees Valley property and you have a complaint, please let us know within 3 months.
Our Complaints Procedure
We believe that the majority of problems can be sorted out by discussing the issues with the relevant members of staff and we encourage you to do this. Where this has not resolved your problem or for some reason you do not wish to discuss your complaint at this level we understand that you may wish to take things further.
If this happens you should complete the complaints form and or write to us. We will of course accept your complaint by any other method if you prefer.
There are 3 stages to our complaints procedure:-
- review by the appropriate Assistant Director or Director.
- review by the Chief Executive. You should advise us why you remain dissatisfied and advise us what you would like to happen to resolve your complaint.
- review by either the Board or a subsidiary Board. This depends on what type of property you live in and who owns it. For example if you live in one of our supported housing schemes your complaint will be reviewed by the Board of Tees Valley Trust. The Board will receive a report on your complaint including copies of the information you have sent in. You will get a copy of this and be invited along with a friend or representative to meet with the Board to discuss your complaint.
Timescales
We understand that it is important for you to have your complaint resolved as quickly as possible.
At each stage we will provide a response within 10 working days, sooner if possible. In our reply, to avoid any further details we will also provide you with details of what to do next and a named person to contact if you still remain unhappy .
At stage 3, a meeting with the Board will be arranged within 28 working days. This is to allow time for the report to be completed and arrangements made for a minimum of 3 Board Members to attend.
The maximum time for a complaint to be dealt with from stage 1 to stage 3 is 8 weeks.
Independent Housing Ombudsman
If your complaint has reached stage 3 of our procedure and you are still not happy with the response, TVHL has no further stages of appeal.
You can write to the Independent Housing Ombudsman who will investigate your complaint if it falls within their scheme. They can be contacted at:-
Norman House
105 –109 Strand
London
WC2R 0AA
Tel: 020 7836 3630
website: http://www.ihos.org.uk/
Download Complaints Form
We have provided a downloadable copy of our complaints form in Microsoft Word format which you can fill out and then send to us. Click on the link below to download the file to your computer. If prompted for an action, safe the file to your hard drive.
