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.
Downloads
How to make a complaint (PDF, 271KB) Complaint form (PDF, 29KB) Compensation Policy (PDF, 85KB) Stage 3 complaint guidance notes (PDF, 146KB) Stage 3 review panels - FAQ's (PDF, 156 KB) How to claim compensation (PDF, 253KB) Adobe PDF reader (FREE)Ways to complain
You can make a complaint in the following ways:
Please note, if you want to report antisocial behaviour (ASB) please visit our ASB section.
Online Please use our online complaints form
or you can download a complaints form from the box on the right and post it to us at the address below
Email: feedback@a2dominion.co.uk
Write
A2Dominion Group
Sinclair House
The Avenue
West Ealing
W13 8AG
Phone: 0800 432 0077
Complaints - how are we doing?
January - March 2010
Number of complaints received: 548
What services are our complaints about?
Repairs: 37%
Technical services (gas): 21%
Property services: 14%
Leasehold services: 11%
Housing services: 9%
Other: 8%
Overall satisfaction with complaints service
A2Dominion: 49%
Target: 50%
What changes are we making as a result of complaints?
Find out more
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.
Please see our complaints procedure in the downloads box above for more details.
What if I am unhappy with the outcome?
If you have gone through our complaints procedure but are still unhappy, you may contact the Housing Ombudsman Service. 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
Lo-call
0845 7125 973
Fax
020 7831 1942
Email
info@housing-ombudsman.org.uk
Website for more information
www.housing-ombudsman.org.uk
The Housing Ombudsman will normally expect you to have gone through all stages of A2Dominion’s complaints procedure before contacting them, although there are exceptions to this.
How will we tell you about your complaints?.
We will report back regularly on the complaints we receive and what actions have been taken as a direct result of them.
Our service standards
As part of our complaints service standards, we will:
- Reply to your complaint within 10 working days.
- Try to sort out or answer 85% of complaints at the first stage.
- Send you a survey when your complaint is closed, to check how satisfied you are, and we will report the results on the resident’s website every 3 months.
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 the following places:
- Newsletters and other publications
- At our offices
- On our website