Your Tenancy

Complaints

We define 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.

We want to ensure that we are delivering the best possible service, if things do go wrong we aim to listen to the feedback from our customers.

We will always try to resolve a complaint at the first point of contact, where this is not possible we have a 2 stage formal complaints procedure, the 2 stages are as follows:

Stage 1 – When we receive a complaint, it will be logged and acknowledged within 5 days. The complaint will be investigated by a manager from the relevant service area and a response provided within 10 working days of the complaint being logged.

When we deal with a complaint at Stage 1, the complaint handler will:
• Establish the detail of the complaint and the outcome the complainant is seeking
• Investigate impartially with an open mind
• Consider information and evidence carefully
• Provide a full response that includes the decision, reason for the decision and details of any remedy offered
• Details of how to escalate the matter

Stage 2 – complaint reviewed by a group normally composed of a board member, involved tenant and member of our senior management team (we will arrange for a panel to meet within 28 days of your request)

We will ensure that in dealing with complaints a thorough investigation is be carried out and the results recorded. Where it will assist the investigation, we will establish personal contact with the customer.

Where a complainant is not satisfied with the response they can request that the complaint is escalated to the next stage.
Throughout the complaints process we will indicate to complainants in correspondence that they have the right to contact the housing ombudsman for advice and assistance at any stage.

How to Complain

In Person with a member of staff
By Phone 0113 2007700
By Email Unityha.co.uk
By Social Media Facebook, Unityhomes Twitter @Unityhomes
In writing at Unity Housing Association 117 Chapeltown Road Leeds LS7 3HY

For further information contact our Complaints Co-ordinator
chris.whittaker@unityha.co.uk
0113 2007751