Customer Feedback
What happens next?
We aim to deal with complaints promptly and to resolve them at the earliest stage. We aim to acknowledge your complaint within three working days, unless a full response can be issued, and progress it through the following stages:
Stage 1
You should contact the Senior Customer Services Officer. If you telephone 0845 4606888, you can speak to the Senior Customer Services Officer or a member of our Customer Services Team, who will take the details of your complaint. Alternatively, you can call in to our reception and ask to see a member of our Customer Services Team. The Senior Customer Services Officer will liaise with the manager of the relevant department. We aim to provide a full reply to your complaint within 10 working days. However, if more information is required, we aim to tell you within five working days when you can expect a full reply.
If you are not happy with the outcome, you can progress to the next stage. You should do this within one month of the date of our full response to you.
Stage 2
If you are not satisfied with the response, you should contact the Senior Customer Services Officer requesting that your complaint be referred to a member of our Senior Management Team.
This might be the Head of Service or Deputy Managing Director responsible for the particular area of work or the Managing Director. You should give details of your complaint and what you feel we have not done to try to put things right. We aim to reply within 10 working days or tell you within five working days when to expect a full response, if more information is needed.
If you are still not happy with the outcome, you can progress to Stage 3. You should do this within one month of the date of our full response to you at Stage 2.
Stage 3
Complaints that have followed this procedure, but have not been addressed to your satisfaction, may be sent to the Appeals Panel. You should contact the Senior Customer Services Officer in the first instance stating that you wish your complaint to be heard by the Appeals Panel.
The Appeals Panel will comprise three of South Northants Homes' Board Members, at least one of whom will be a tenant, who will meet to examine your complaint. You have a right to attend this meeting, but you do not have to do so if you do not want to. If you do choose to attend you may bring someone with you to support you.
