Downloads
Complaints - how are we doing?
March 2013
Number of complaints received: 179
What services are our complaints about?
Repairs 46%
Mechanical and electrical services (aerials/lifts) 14%
Leasehold 7%
Housing 8%
Others 25%
Overall satisfaction with complaints service: 81%
What changes are we making as a result of complaints?
Find out more
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 should this happen we want to know.
Ways to complain
Online:
See more information about antisocial behaviour (ASB).
Write: If possible, please use our complaints form (available within the 'How to make a complaint' leaflet in the downloads box opposite), or you can write to us at: Complaints Team, A2Dominion Group, Sinclair House, The Avenue, West Ealing, London W13 8AG
Email: complaints@a2dominion.co.uk
Phone: 0800 432 0077
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.
How will we respond to your complaint?
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
- give you a complaint reference number
- regularly update you on the progress of your complaint
- make sure you have 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.
- 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.
What if I am unhappy with the outcome?
From 1 April 2013 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.
Occasionally things can go wrong, and when this happens we aim to put it right. Sometimes this may mean we pay you compensation.