At Westmoreland, we aim to always provide the best service that we can, but we know that there are times when we will do things well and go the extra mile, and there are times when we will fall short.
Giving a compliment or making a complaint
If you want to give a team or a member of staff a compliment for providing great service, or you wish to make a complaint, or you wish to give us other feedback, you can:
- Speak with your nominated Housing Officer
- Email us at Feedback@Westmorelandsha.co.uk
- Complete a ‘Contact Us’ form – click here
- Call us on 0330 333 7321
- Write to us at Compliments and Complaints, Westmoreland Supported Housing Limited, First Floor, 56 Radcliffe Road, West Bridgford, Nottingham. NG2 5HH
If you are dissatisfied with our service, please let us know as soon as possible and we will aim to put this right as soon as possible. We aim to resolve the failure and get it ‘back on track’ within 5 working days of being notified of an issue. If we are unable to do this or you feel unhappy with our response, you can choose to make a formal complaint.
What is a formal complaint? A complaint is an expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents. Examples of Complaints are:
- Where we have failed to provide a service, or there has been a delay in providing one
- Where we have failed to follow our policies and procedures, or have been unfair or inconsistent in applying them
- Where we have failed to keep a customer informed through lack of or insufficient information
- Where there has been inappropriate behaviour or attitude from our staff
- If a customer is unhappy about the way we have delivered a service
Westmoreland operates a two-stage formal complaints process, as follows:
- Stage 1 Complaint. If we have been unable to resolve an issue to your satisfaction under our Priority Response process, you can log a formal complaint by contacting us in one of the ways shown above. The complaint will be logged and an acknowledgment sent to you within 5 working days. A manager will investigate the complaint and provide a written response to you within 10 working days of receiving the complaint and will keep you informed of the progress until resolution. If we need longer to investigate the issue, we will agree up to a further 10 days with you. Where a complaint is upheld and there were significant periods of inconvenience, distress or loss we will offer compensation in line with our Compensation Policy.
- Stage 2 Complaint. If you are dissatisfied with the outcome of Stage 1 review, you can make a request for your complaint to be escalated to the CEO. Where the CEO has already been involved in the Complaint it will be escalated to an independent Board member. The complaint will be reviewed and a written response will be sent to the customer within 20 working days of the request. If we need longer to investigate the issue, we will agree up to a further 10 days with you. This is the final stage of the WHSL Complaints process.
If you are not satisfied after the Stage 2 review, you can escalate the complaint outside of Westmoreland by:
- Contacting a ‘Designated Person’, such as your local councillor or MP. A Designated Person will seek to help to resolve the complaint in one of two ways; either they may try to resolve the complaint themselves – generally by engaging us to look again at the complaint or they can refer the complaint to the Housing Ombudsman Service if they believe the complaint remains unresolved. A list of MPs/Councillors can be found at www.parliament.uk/mps-lords-and-offices/mps
- Contacting the Housing Ombudsman Service directly. The details of the Housing Ombudsman Service are below:
Housing Ombudsman Exchange Tower, Harbour Exchange Square, London. E14 9GE
Telephone Number: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk
Telephone: 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)
