Complaints- How Will You Handle My Complaint And How Long Will It Take?
There are three stages to this process to make sure that you are completely satisfied with the way we deal with your complaint, and that you have a fair opportunity to appeal against any outcomes that you disagree with.
Stage 1 – We ask that you try and resolve any problems with our front line staff informally. However, if you were not able to do this, you may make a formal complaint. The Complaints Officer will acknowledge your complaint within 2 working days, providing you with a date by which time you can expect a response by and the name of the Manager investigating. We aim to resolve your complaint at this stage within 10 working days.
Please note that if your complaint is complex, for example includes different areas of service, it could take more than 10 working days to look into it fully. If this situation arises we will contact you to explain why we need more time and agree a response date with you.
The investigating officer will write to you to say whether he/she upholds your complaint and explain what action has been proposed as a result.
Stage 2 – If you are unhappy with the outcome of your complaint at Stage 1, you can contact the Complaints Officer within 56 days of receiving our response and explain why you are unhappy with the outcome. The Complaints Officer will acknowledge your wish to proceed to the next stage within 2 working days. To make sure that a totally independent investigation is carried out, your complaint will be investigated by a Senior Manager who has not been involved in your complaint in any way and does not manage the service that you have complained about. The Senior Manager will usually then write to you with the results of their investigation within 10 working days.
Stage 3 – If your complaint has still not been resolved to your satisfaction, you can request the Chief Executive of PHP to take a fresh look into your complaint. Please contact the Complaints Officer within 56 days of receiving our Stage 2 response to explain what you remain unhappy about. The Complaints Officer will then pass these details to the Chief Executive who will usually contact you within 3 working days to make arrangements to meet with you. He will then take a fresh look at your complaint and the action taken in previous stages and write to you usually within 10 working days with his decision.
If you are still dissatisfied after PHP's complaints process is complete, you can contact the Local Government Ombudsman who will look at how your complaint has been handled by us.
Please note that the Ombudsman will only investigate once PHP have had the opportunity to resolve your complaint through this process.
Contact the Local Government Ombudsman at:
The Oaks
No.2 Westwood Way
Westwood Business Park
Coventry
CV4 8JB
How do PHP monitor complaints?
All formal complaints received by PHP are reported to our Board of Directors every month. Names and addresses are kept confidential but the reason for the complaint, the outcome and any further action needed are provided.
Once your complaint has been resolved, you will be invited to take part in a short satisfaction survey about the way your complaint was handled. This helps us to continuously improve the services we provide to you.
How will PHP put things right?
There are a number of actions we can take to put things right if we have made a mistake. We can:
- Make an apology
- Carry out work, such as repairs
- Make the decision which should have been made in the first place
- Reconsider and overturn an earlier decision
- Improve our procedures and train staff
If we find that you have been disadvantaged in some way either by the cause of your complaint or in pursuing it, we will consider paying you compensation. Generally, compensation will be a payment to recognise distress or inconvenience caused to you. This will be determined by the Manager who investigates your complaint.
About you
PHP operate a policy of equal opportunity and fair treatment for all our residents. To assist in monitoring this policy, we ask that you please provide details. The information you provide is kept confidential and will not effect the way that we handle your complaint.
Information we need: ethnicity, date of birth (D.O.B.), gender, disability, do you need any special requirements such as an interpreter, communication support or large print. Please download our Customer Complaints Form on the right of this page and complete the section About You.