Complaining to Western Challenge
Our complaints procedure is open to everyone who is receiving or requesting a service from us and all reports are recorded and monitored centrally, providing valuable feedback on our service delivery.
When we receive your complaint we will;
- Record your details on our Complaints log
- Write to you within 5 working days to acknowledge receipt
- Tell you who is investigating your complaint and when to expect a response
Your complaint will then be investigated in accordance with the three internal stages of our Complaints Policy.
Stage 1 – involves an investigation by the officer responsible for the service complained about.
Stage 2 – if we have been unable to resolve your complaint, you may request a further investigation by a Director of the Association, which may include an independent review.
Stage 3 – if you are still not satisfied with the outcome, you may request a hearing in front of a panel of three members of the Association’s Board which will include a Tenant Board member.
This ends our internal investigation process. If at that point you are still unhappy with the outcome you can take your complaint to the Housing Ombudsman Service.
You can find out more about how we work in this area by looking through our Policies and Leaflets
If you want to make a complaint please click here or contact us on our Helpline 0800 783 7837 (0300 777 7837 for mobile users)
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