1.      Initially, we suggest that, if possible, you bring your complaint to the attention of the member of staff involved.  Should this not be possible or if you remain dissatisfied with our response you should write to the Area Manager giving details of your grievance.  This written complaint can either be on our standard Tenants Complaint form or by letter, and should be made as soon as possible after the incident.

2.      Should your complaint be about a particular member of staff, we guarantee that the matter will not be dealt with by the individual involved.

3.      Receipt of your written complaint will be acknowledged by either a telephone call, a visit or a letter within five working days.  During our first contact with you we will agree the action necessary to resolve your grievance.  This agreed course of action will be confirmed in writing to you within five working days.

4.      If an agreement to resolve your complaint cannot be reached, then it will be referred to the Area Manager of your Area Office.  As before, you will receive a response within five working days.

5.      Should your complaint remain un-resolved, the following steps can be taken:

a)         Write to Area Chairperson c/o your Area Office.

b)         Write to the Independent Housing Ombudsman.  To contact the Independent Housing Ombudsman, you may contact Impact for any information leaflet or write to:

The Independent Housing Ombudsman

Norman House

105 - 109 The Strand

LONDON

WC2R 0AA

Telephone No: 0171 836 3630

Please note that the Ombudsman should only be contacted after our Complaints Procedure has been exhausted.