Your Views Count

We aim to provide you with the best possible service at all times.  We use satisfaction surveys and Your Views Count Cards| to find out what you think about the services we provide and use the information we collect to help us improve our services.

We also listen to you in a variety of  other ways| and analyse your compliments, comments and complaints.

Staff will respond immediately to any issues that are raised and we produce a half yearly "Tenants Driving Improvement" report to show what we have learnt and what we are doing about it.

Finally we report back to you in our quarterly newsletters under the title "You Said, We did".

How to make a compliment, comment or complaint

To help us to continue to improve our service to our customers, we always welcome your compliments, comments and complaints about all aspects of our service.

If you contact us with a complaint we will fully investigate the reasons and take steps to put matters right as soon as possible.

If you wish to make a compliment, comment or complaint about any of our services, you can do so by contacting us by phone, text, email, fax, minicom, online, in person or in writing.|

If you are happy with our service or a particular member of staff

We'd love to know if you have received a great service, or if someon's been especially polite or helpful. That way we can thank the member of staff for treating you well and make sure the rest of our service is just as good.  

If you have a comment on our service or a particular member of staff

We'd also like to know if you would like to make a general comment about our service or have any suggestions for how we can improve our services or save money.  

If you have a complaint about our service or a particular member of staff

It's equally important for us to know when something has gone wrong so that we can sort things out and make sure it doesn't happen again.

If you make a complaint about our service, we will deal with it as quickly as we can and put things right wherever possible.

You can tell us about your complaint in a variety of ways - just follow these simple steps.

Informal stage

Tell a member of staff who will try and sort it out on the spot. We will still record it and put it into our feedback system to make sure we learn from any customer dissatisfaction and try to avoid it happening again in the future.

Formal stage - Step 1

If you feel we haven't listened and learned then you may want to make a formal complaint in person or by phone, text, letter or email.  Or get in touch with us via our online form or on GCHTV on the Looking Local service on Sky, Virgin Media, Nintendo Wii or mobile phone.

Our service standards

We will:

Formal Stage - Step 2

If you are still not happy, we will:

• acknowledge that you want a complaint review within 1 working day
• ask a senior manager or director to independently review your complaint
• write to you again with our response within 5 working days, and
• advise you how to take it further if you're still not happy.

Formal Stage - Step 3

If you're still not happy you can appeal. We will:

• set up an Appeals Panel made up of Board members including a tenant
• invite you to meet the Appeals Panel to dicuss your complaint at a time convenient for you.  this will be within 28 working days of receiving your complaint
• write to you within 5 working days of the Appeals Panel meeting to tell you their decision.

If you're still not happy with how we have dealt with your complaint you can contact the Local Government Ombudsman| who will investigate your complaint and how we have dealt with it.

The Ombudsman will carry out a full confidential investigation asking us to provide information to help make a decision. He will send us and you a letter setting out his decision and why he has made it. The Ombusdman will then recommend how to resolve the problem.

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Telephone: 0300 061 0614 
Fax: 024 7862 0001
www.lgo.org.uk|

If you are still unhappy and your complaint is about any of our Supporting People services eg. our lifelink emergency alarm services or our Community Scheme Managers, you could also contact Gloucestershire County Council, Supporting People Team, Community & Adult Care Directorate, Bearland Wing, Shire Hall, Gloucester GL1 2TR Tel: 01452 426548
Fax: 01452 427064 Email: spgloucestershire@gloucestershire.gov.uk| , or contact your county councillor|. 

www.lgo.org.uk|

Download our Your views count leaflet for full details on how to make a compliment, comment or complaint.  |

Download our information leaflet on our compensation| scheme.  

Our Compliments, Comments, Complaints and Compensation Policies & Procedures

Select this link to download our Compliments, Comments and Complaints Policy & Procedure|

Select this link to download our Compensation Policy|