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Complaints and appealsRiversmead recognises that many of the decisions we make can have a real impact on the lives of our tenants and residents. Therefore, we are concerned to ensure that all our decisions are fair and reasonable ones. We are also aware that, even in the best run organisations, mistakes can happen. For these reasons, we have a Complaints & Appeals Procedure, to allow you to get a grievance remedied. Who can make a complaint?Anyone living in a property owned or managed by Riversmead. Anyone acting on behalf of and with the consent of a resident of a Riversmead property for example:
[ top ] What can I complain about?In general, you can raise issues about all important aspects of Housing Management, such as repairs, rehousing and rents. You can complain about any such act or omission by Riversmead that has disadvantaged you, this includes:
[ top ] Remedying complaintsIf you want to make a complaint, it is important that you clearly make sure what solution or redress you are looking for. Riversmead records and reviews all formal complaints to try to ensure that we change internal systems that are inappropriate or not working properly. [ top ] How do I make a complaint?First we suggest you discuss the matter with the member of staff who deals directly with your enquiry, to make sure he/she is fully aware of your position, and that you understand any limitations on the Association’s ability to assist. In most cases this will be the quickest way to resolve issues, and it will help you to avoid delays in administering your enquiry or complaint if you take this step first If you are not clear who to contact, ring us and we will advise you who to approach. If your first contact is unsuccessful, you can ask for your enquiry to be considered by the manager, and you can either ask the staff member to refer you, or contact them directly by telephone or in writing. If this still fails to resolve the problem, or your complaint relates to the behaviour, or actions of the staff concerned, you can make a FORMAL COMPLAINT. [ top ] Stage one: Department HeadsThe first stage in the formal Complaints Procedure is to contact the relevant Department Head: HEAD OF HOUSING SERVICES HEAD OF PROPERTY SERVICES DEPUTY CHIEF EXECUTIVE You can use this form which can either by returned electronically or printed and sent by mail. Complaints can also be made in writing, by e-mail, by completing the form in our complaints leaflet available from our offices, by telephone or in person. We will respond to your complaint in writing and will aim to reply within 10 days. If it will take significantly longer than this to reply, we will write and advise you of the reasons for the delay and when you can expect a full reply. If you wish, you are entitled to a personal interview with the Department Head concerned, and you can be accompanied by a friend or member of your family. You will need to provide details of your complaint in advance of the meeting. [ top ] Stage two: Chief ExecutiveIf you remain dissatisfied with this formal reply, you can contact Riversmead’s Chief Executive setting out your objections to the Department Head’s decision. The Chief Executive will consider your complaint personally and will respond in writing, normally within 14 days. The Chief Executive may propose the use of mediation or arbitration by an independent outside body, if the nature of the complaint makes this a suitable option. The Chief Executive will normally only consider complaints that have already been reviewed by the relevant Department Head. If this has not happened, the complaint will be referred back to the Department Head for action. [ top ] Appeal: Board of ManagementIf you still believe that your complaint has not been settled fully,
a final appeal can be made to the Depending on the nature of the appeal and the degree of urgency, the Chairman may either:
[ top ] What if I am still dissatisfied?We prefer that you complain direct to us first, so that we can try to solve any problems. We believe that normally this will be the quickest and most effective way of resolving matters. Riversmead as a Registered Social Landlord is subject to the scrutiny of the Housing Corporation. If you have exhausted our complaints procedure but are still dissatisfied you can complain to the Independent Housing Ombudsman Ltd Website: www.housing-ombudsman.org.uk Telephone: 020 7421 3800 The Ombudsman will try to resolve most complaints informally, but where this proves impossible, will either propose mediation/arbitration, or start a formal investigation. Riversmead supports the Ombudsman role and is committed to full co-operation with the Ombudsman. The Ombudsman will not normally accept a complaint until all stages of Riversmead’s internal Complaints Procedure have been completed. Alternatively, you can consult a solicitor or seek advice at an advice centre (such as a Citizens Advice Bureau or Law Centre) if you feel the Association has failed to fulfill its legal duty. A CAB advisor might be able to help you write a letter of complaint. In the case of repair problems, you can seek help from the Environmental Health Department at the Council. [ top ] Where do I complain?Please contact Riversmead at: Riversmead Housing Association about us | news | careers | contacts | site map | legal notices | home
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family or friends