We aim to provide the best possible service to all our residents and customers. There may be times however when you feel that you have not been treated fairly or we have failed to provide the level of service we promised.
Complaints help us to improve the service and find out where things have gone wrong.
You should complain because…
We encourage all our residents and customers to give us feedback, especially if it helps us improve the service you receive.
Since we welcome all comments and complaints, we can assure you that your rights will not be affected.
We will always try and resolve a request for a service the first time you report it to us. This could be a repair, or some information that you need.
If you are not happy with our response, the service we have provided or our efforts to resolve your query you can ask us to log a complaint.
This could be a failure to do what we said we would do, or perhaps you are unhappy with the way you were treated. Examples of a complaint include:
• The length of time taken to provide the information or the service you need.
• The attitude or behaviour of our staff or contractors.
• Our failure to keep you informed of a decision we made.
• Any kind of discrimination.
• The level of service we provided.
There are some types of requests that are not covered by the Complaints Policy.
For example, if you want to make a report of anti-social behaviour, we have special procedures to deal with nuisance and harassment. A separate leaflet is available that explains how we deal with Anti Social Behaviour.
If your complaint is about something that cannot be resolved by the Complaint Policy we will explain why and make sure the right team is dealing with it.
If your complaint is about a service failure that occurred over 12 months ago we will not be able to investigate that complaint.
Anyone who uses or receives a service from any part of The Hyde Group can complain.
If you do not live in a Hyde property, and you do not receive a service from us (for example your complaint relates to one of our properties or one of our residents) we will not escalate your complaint beyond Stage 1.
• By completing a form and sending it to your local Hyde Office (listed on the back of this leaflet)
• By telephone
• By e-mail at cshse@hyde-housing.co.uk
• Completing the Online form
• By writing to a Hyde Group office
• By visiting a Hyde Group office
• By completing a form
Please let us know if you need help making a complaint. We can organise interpreting services, Braille and signing facilities.
We will acknowledge all complaints within two working days if they cannot be resolved immediately.
We aim to respond to all formal complaints within 10 working days. If we need more time to carry out an investigation or to gather further information, we will let you know or agree how long it will take to send you for a full response.
We telephone all our customers as part of resolving a complaint. Alternatively, you can specify how you want to be contacted.
• Stage 0 – Get It Right Now
Most of the time, you just want us to put things right.
So if we receive a complaint, where possible we will try to resolve it within 2 working days. We will focus on sorting the problem quickly with no need for a written response.
For example it may be possible to resolve your complaint immediately at the time you report it.
If the complaint requires a full investigation and response we will respond at Stage 1 in writing.
• Stage 1 (Investigation & Response)
The team responsible for the service you have complained about will investigate and respond to you within 10 working days.
• Stage 2 (Senior Manager Review)
The Resolution Team will arrange for a senior manager to review your complaint and respond to you within 10 working days.
• Stage 3 (Independent Review)
The Resolution Team will arrange for a complaint review panel or a Director to review the handling of your complaint at Stages 1 and 2.
If you are still unhappy with the service and the responses you have been given, this is an opportunity for you to discuss the issues with someone who is independent from the service failure.
The purpose of a panel is to review that the decisions made were appropriate to the complaint case and that we followed our policies.
You do not need to be present. If you prefer, you can ask someone else to attend in your place.
We will contact you within 10 working days to arrange a panel hearing though we may recommend a review of your complaint by a Director if this promotes a faster resolution.
At each stage we ask you to let us know within 4 weeks if you are satisfied with the outcome or whether you wish to progress to the next stage. After 4 weeks your complaint will be closed.
At any time during the complaint process we may choose to deal with your case differently. In rare cases we may close your complaint if the resolution you need is unreasonable or not possible.
We will always explain why a decision was made to deal with your complaint differently and where possible provide an alternative way to resolve your complaint.
If you feel your complaint is still not resolved after we have closed your complaint there are a number of organisations you can contact to have your case reviewed.
Housing Ombudsman Service
If your complaint is about the way we managed your property you can ask the Housing Ombudsman to review your case.
The Ombudsman will only consider complaints that have completed the procedure described in the Hyde Complaint Leaflet.
Independent Housing Ombudsman
81 Aldwych
London
WC2B 4HN
Phone: 0300 111 3000
Fax: 020 7831 1942
Minicom: 020 7404 7092
E-mail: info@housing-ombudsman.org.uk
Supporting People
If your complaint is about the support or care you receive or about a Home Improvement Agency you can contact your local Supporting People Team.
- Hyde Minster
- Hyde Northside Homes
- Hyde Southbank Homes
- Hyde South East
- HydeMartlet
- Hyde Hillside
- Roundshaw - please e-mail roundshaw@mht.co.uk
- InTouch - contact your local InTouch office
