Complaints

Falcon Rural Housing Limited is committed to providing a first-class service to our tenants and we are always looking for feedback as to how we are getting on. This can be in the form of a compliment, but sometimes it is in the form of a complaint.

 

WHAT IS A COMPLAINT?

A complaint is defined by the Housing Ombudsman Service as “an expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the Association, its employees or those acting on its behalf. This could affect an individual or a group of tenants”.

Therefore, a complaint can be made if:

  • we have failed to do something we should have done,
  • we have done something we should not have done or
  • we have not met your reasonable expectations.

 

WHAT IS NOT A COMPLAINT?

The most common contact we have is when you make a ‘service request’. Service requests are when you are requesting a repair, asking for help with something and generally when you ask us to do something for the first time.

We can often resolve service requests, such as a missed appointment, immediately with an apology and by providing another appointment. Most of the time, we are able to resolve these matters outside of our complaints process. Sometimes however, if we need to make further enquiries to resolve the matter, or if you ask us to, we will log it as a complaint.

If you do wish to make a complaint, you should raise it with us as soon as possible so we can resolve it quickly.

 

HOW DO I MAKE A COMPLAINT?

By ringing us on 01823 667343

By email          info@falconhousing.co.uk

By speaking to us face to face

By writing to us at Falcon House, Falcon House, 3a South Street, Wellington Somerset. TA21 8NR or by filling in the ‘Contact us’ form using this link.

 

WHAT WILL HAPPEN WHEN I MAKE A COMPLAINT?

There is a two-stage process when you complain.

Stage 1

When you first make a complaint, this is called a ‘stage 1’ complaint. Your complaint will be acknowledged by us, in writing, within 5 working days of us receiving your complaint.

If we are unable to resolve the problem straight away, we will investigate and provide you with an answer within 10 working days. If we cannot give you an answer within this time period, we will agree a new date with you.

Stage 2

We resolve most complaints at stage one, but you have the right to ask for a further review if you are not satisfied with the response and outcome we have provided. This is a ‘stage 2’ complaint. Your complaint will be acknowledged within 5 working days and we will aim to provide you with a final response within 20 working days. At this stage of the complaints process, your complaint will be reviewed by a Director of the Association.

 

WHAT IF I AM NOT HAPPY WITH HOW MY COMPLAINT HAS BEEN HANDLED?

At any point during the complaints process, you can refer your concerns to the Housing Ombudsman Service who help to resolve disputes involving tenants of social housing providers.

You can also ask the Housing Ombudsman Service to review your complaint if you remain dissatisfied with our final response.

You can find Housing Ombudsman Service contact details on our website, on their website at www.housing-ombudsman.org.uk or at:

Housing Ombudsman Service
PO Box 152,
Liverpool
L33 7WQ                    Telephone: 0300 111 3000        Email at: info@housing-ombudsman.org.uk

 

For more information please use the following links:

 

FALCON RURAL HOUSING COMPLAINTS POLICY

HOUSING OMBUDSMAN SERVICE COMPLAINTS HANDLING CODE SELF-ASSESSMENT 2023/24

 

ANNUAL COMPLAINTS PERFORMANCE REPORT 2023/24

 

BOARD RESPONSE TO THE ANNUAL COMPLAINTS PERFORMANCE REPORT 2023/24