Comments, compliments & complaints

Here you can:

• Compliment an individual or team if this go particularly well
• Complain if something has gone wrong
• Give us your suggestions

We need your feedback so that we can:

• Tailor our services to meet your needs
• Learn and make improvements to services from your complaint, compliment or suggestion
• Recognise the good work of employees and build on good practice

How to make a complaint

Problem Solving

When we receive your complaint we will always try to sort it out quickly and informally by giving you information or taking any appropriate  action to put things right.

Step 1 - Investigation

If we cannot resolve your complaint immediately, we will appoint an Investigating Officer who will contact you to discuss it.

Once we have investigated your complaint we will send you a full written response.

Once your complaint has been resolved, we will contact you to find out whether you were satisfied with the way your complaint was handled.

Step 2 - Review

If you are still not satisfied, your complaint will be referred to a Service Director who will act as Senior Investigating Officer and will look at how your complaint was handled. 

Step 3 - Complaints Panel

If for any reason, you are still unhappy, the Chief Executive will bring together a Complaints Panel to hear your complaint.

How to give a Compliment

We really value positive feedback as it helps us to reward and recognise excellence and is extremely motivating for the individuals and teams concerned.

If an employee, a team or anyone who deals with you on our behalf goes 'the extra mile' or impresses you, please make sure you tell us.  All you need to do is let us know who was involved and what happened.  We will then make sure they find out. 

How to make a Suggestion

We welcome any suggestions you may have to help us make sure out services continue to improve.  We will reply in writing to thank you and then let you know if we are able to use your suggestion to improve our services.

To make a Complaint, or give us a Compliment or Suggestion:

Complete our on line form

Call 01228 633631

E mail us at: mailto:contact@impacthousing.org.uk 

Write to us at: Impact Housing Association, Nook Street, Workington, CA14 4EH

Frequently Asked Questions

Who else can I contact about my complaint?

Yes.  If after using Impact's complaints procedure you are still unhappy, you can contact the Housing Ombudsman Service, 81 Aldwych, London, WC2B 4HN  Telephone: 0300 111 3000

http://www.housing-ombudsman.org.uk/default.aspx      

Is the information I give confidential?

Any information you give is covered by Data Protection guidelines.  This means that we will:

• Keep personal information safe and secure
• Not share it with other organisations without your permission, unless the law says we must
• Use it to prevent and detect fraud

 

I want to make an anonymous complaint - will you still look into it?

Yes.  While it is helpful to know who you are, we believe everyone has a right to complain.  As a result, we thoroughly investigate all anonymous complaints.  We cannot however, provide feedback if we do not have any contact details.

Will you learn from my complaint?

Yes.  We will look at any learning as a result of your complaint.  This will help us to put service improvements in place where possible.  We will share our learning with all of our customers in our regular tenants newsletter.

Can I get involved in making services better?

Yes.  We are looking for our tenants to get involved.  This includes making our newsletters and leaflets as useful as possible. becoming 'mystery shoppers', or coming along to the Service User Forum.

For details or how to get involved:

Call Damien Morris, Resident Involvement Officer on 01228 633630

E Mail Damien at  damienm@impacthousing.org.uk