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Copy of Complaints

We care about the services we provide and make every effort to maintain high standards. Sometimes, however, our services may not meet your expectations, and if this happens we want to know.

For more information, download our complaints leaflet.

It's easier and quicker to make a complaint using My Account.



  • You can make a complaint using our online form.
  • You can also email Customer Service your complaint.
  • If you'd like to speak to us, please call Customer Services on 0800 432 0077.

We will aim to:

  • acknowledge receipt of your complaint within two working days
  • assign the complaint to one of our specialist case workers who will tell you how we will investigate your complaint and how long it is likely to take us
  • regularly update you on the progress of your complaint
  • give you a single point of contact for any questions you have.

Once your complaint has been investigated, your case worker will call you to discuss their findings and talk to you about what we can do to resolve your complaint. This may include:

  • making sure any outstanding requests have been carried out
  • making changes to our procedures
  • providing better training for our staff
  • offering you compensation, if appropriate.

Your case worker will also contact you to confirm the outcome of your complaint.

We always aim to improve as an organisation and to learn from all complaints received, however large or small. This information will be published in our publications, on our website and at our offices.

How will we respond?

We will aim to:

  • acknowledge receipt of your complaint within two working days
  • assign the complaint to one of our specialist case workers who will tell you how we will investigate your complaint and how long it is likely to take us
  • regularly update you on the progress of your complaint
  • give you a single point of contact for any questions you have.

Once your complaint has been investigated, your case worker will call you to discuss their findings and talk to you about what we can do to resolve your complaint. This may include:

  • making sure any outstanding requests have been carried out
  • making changes to our procedures
  • providing better training for our staff
  • offering you compensation, if appropriate.

Your case worker will also contact you to confirm the outcome of your complaint.

We always aim to improve as an organisation and to learn from all complaints received, however large or small. This information will be published in our publications, on our website and at our offices.

Complaints outcome

If you have gone through our complaints procedure but are still unhappy, you have the right to ask for your complaint to be considered by a designated person. A designated person can be an MP, councillor or residents' panel. Their role is to try to resolve a complaint in one of two ways:

  • they can try and resolve the complaint themselves, or
  • they can refer you straight to the Housing Ombudsman Service

If you do not want your complaint to be considered by a designated person you may contact the Housing Ombudsman service. You may only do this at least eight weeks after you have been through our complaints procedure.

The Housing Ombudsman Service is an independent body set up to provide a free and fair way of dealing with complaints against housing organisations.

You can contact the Housing Ombudsman Service in the following ways:

Write: Housing Ombudsman Service, 81 Aldwych, London WC2B 4HN
Phone: 0300 111 3000
Fax: 020 7831 1942
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk

The Housing Ombudsman will normally expect you to have gone through all stages of A2Dominion’s complaints procedure and have waited at least eight weeks before contacting them unless you are referred straight to them by a designated person.

Other ways to complain

Write
Send a letter to:
Complaints Team
A2Dominion Group
113 Uxbridge Road
Ealing
London
W5 5TL

In person

Either contact us to arrange an appointment or call into one of our offices during office hours to talk to a member of staff.

Customer satisfaction with Complaints

As part of our commitment to you, we publish a snapshot of our latest complaints figures every three months. Each snapshot will show information about all the complaints we have received within one particular month.

Here are the latest statistics, showing our complaints results for January 2016.

January 2016
Number of complaints received: 210

What services are our complaints about?
Repairs 59%
Mechanical and electrical services (aerials/lifts) 9%
Leasehold 7%
Housing 10%
Others 15%

Overall satisfaction with complaints service for January 2016: 87%

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    This page was printed from A2Dominion Web site at http://www.a2dominion.co.uk/