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Compliments, Comments and Complaints

We use compliments, comments and complaints from customers to shape our services.

Please let us know what you think about our services, whether it is good or bad.  Your feedback can help to shape future service delivery.

When we receive a compliment, we make sure this is passed on to the individual or team so they know that their good work has made a difference.

When we receive a complaint or enquiry, our aim is always to try and resolve your issue as quickly as we can.  We follow our Complaints Policy so that you know what you can expect from us.  It ensures we have a consistent method of investigating and resolving complaints.

For more information about our performance and complaints, please look at our Customer Annual Reports.

What is a Complaint?

We adopt the Housing Ombudsman’s definition as follows:

“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.” 

Making Your Complaint

You can make your complaint to any Rykneld Homes staff member.  You may telephone, email, write to us, speak to us in person, use the form below, by Twitter or Facebook to report your complaint or simply fill in the form attached to the Complaints Policy (see attached in Related Documents below).  We are here to help – if you need any help making a complaint just ask any member of Rykneld Homes staff.

Our contact details are:

Rykneld Homes Ltd
Pioneer House
Mill Lane
Wingerworth
Chesterfield
S42 6NG

Phone Number: 01246 217670
Online: Complete our online form below
Email: contactus@rykneldhomes.org.uk

Complaints received on social media will be responded to in writing to maintain confidentiality where a name and address is provided. We will accept complaints made by advocates who are authorised to act on the complainants’ behalf.

Informal Complaint/Enquiry

We aim to provide a good service for all customers but realise there will be times when things go wrong.  When this happens, our first response will always be to try and put it right as quickly as we can, therefore, your complaint will be registered as an Informal Complaint/Enquiry and will be investigated within 7 working days.  If you remain unhappy, or if your issue requires a full investigation, it will be registered as a Formal Stage One Complaint.

Stage One - Service Manager

Complaints at Stage One will normally be responded to within 10 working days.  If your complaint is complex and further time is needed to investigate, we will let you know and keep you informed of progress.  We will aim to keep this to less than 10 days.

The Service Manager of the area you are complaining about will investigate your complaint.  They will phone or arrange to meet you to investigate and to discuss the outcome before writing to you formally so you can voice any concerns.  If you do not think the outcome is justified, you can ask for your complaint to be escalated to Stage Two of our complaints process.  We would normally expect you to do this within 20 days of receiving a Stage One response.

Stage Two - Head of Service/Director

At Stage Two your complaint will be investigated by a Head of Service who is not responsible for the service your complaint relates to and reviewed by a Director.  The Head of Service will phone or arrange to meet you to investigate and to discuss the outcome before writing to you formally so you can voice any concerns and will discuss the outcome with you prior to issuing the formal response.

Complaints at Stage Two will normally be responded to within 20 working days.  If your complaint is complex and further time is needed to investigate, we will let you know and keep you informed of progress.  We will aim to keep this to less than 10 days.

Independent Review

We are a member of the Housing Ombudsman Scheme and comply with its best practice principles in complaint resolution.  If you remain dissatisfied following a Stage Two response you can request a review at www.housing-ombudsman.org.uk or write to the Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ.

Matters that are not considered under this Complaints Policy are:

  • An initial request for service
  • Where the issue took place more than six months ago
  • Anti-social behaviour unless the complaint refers to our failure to deal with the matter appropriately
  • Legal proceedings have been started
  • Anything has already been considered by a Court
  • Dissatisfaction with the fairness of our Policies where our Policies have been correctly applied
  • Claims for compensation relating to personal injury – you are advised to seek independent legal advice e.g. Derbyshire Law Centre or Citizens Advice.  If a claim is received from a Solicitor on your behalf, we will refer this to our Insurer’s for consideration
  • Attempts to reopen or reconsider complaints that have already been considered under the Complaints Policy.

 

Persistent Complaints

Where a customer makes complaints that are unreasonable, contain unreasonable demands, made in an aggressive/threatening manner or are unreasonably persistent we will consider restricting a customer’s access to the complaints process. 

Please complete our Contact Us form to let us know about your experience.


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Get in touch

Complete our online form

Call 01246 217670

Email us contactus@
rykneldhomes.org.uk
 

Write to us Rykneld Homes Ltd, Pioneer House, Mill Lane, Wingerworth, Chesterfield
S42 6NG

Twitter @Rykneld_Homes

Facebook @RykneldHomes