Making a complaint

We want you to feel listened to, respected and confident in the services we provide. We understand that sometimes things do not go as expected, and when this happens, we want to hear from you.

 

Whether your concern is about your home, repairs and maintenance, your neighbourhood, our services, or the way you have been treated, your feedback is important to us. You can raise a complaint when you are unhappy or dissatisfied with something we have done, or something we have failed to do.

 

We define a complaint as:

“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.”

 

We take every complaint seriously. Complaints give us an opportunity to listen, understand what has happened and, where appropriate, put things right. They also help us learn from our experiences and improve the services we provide to our residents.

 

We are committed to handling complaints fairly, respectfully and transparently. We will make every effort to resolve your complaint as quickly as possible, keep you informed about what is happening, and explain the outcome clearly.

You can raise a complaint via the following means:

 Telephone: 0207 498 3664
Email: Management@careygardens.co.uk
Letter: FAO Management only, 296 Carey Gardens, London SW8 4HW

 

•  Telephone or send an email/ letter marked for the attention of

the Management team, to raise the concern.

Manager: Natalie Collman
RMO Chair: Simone Rossi

Details of the complaint

 

Complaints should include:
• Contact details
• All the relevant points of the complaint. It would be helpful if they were in a numbered list
• Be clear about what is hoped to be achieved and what will put the matter right. The desired
outcomes should be fair and proportionate to the issue raised.

 

We understand that a complainant may feel strongly about the issue but would ask that you are
polite and refrain from being aggressive

Procedure to follow

Stage 1 – Acknowledgement (up to 5 working days)
Submit complaint to the Co-op as per above. You can expect your complaint to be acknowledged within 5 working days.

A service manager will investigate your Stage 1 complaint.

 

Stage 1 - Investigation (up to 10 working days)

- We will tell you who is dealing with your complaint and when you can expect to get a
response.

- We aim to send you a response within 10 working days however, if we cannot reply within this time,
we will let you know the reason why and provide a revised time scale - up to 10 additional working days).

-The Management team will consider your complaint and respond at Stage 1.

-  If you are not satisfied with our Stage 1 response, you can escalate your complaint to Stage 2.

 

  Stage 2 – Acknowledgement (up to 5 working days)
Submit complaint to Wandsworth Council's Resident Services Department via the Council's complaints portal or via email. You can expect your complaint to be acknowledged within 5 working days.

                          
      Email: HRDirectorate@richmondandwandsworth.gov.uk

 

Please set out why you are dissatisfied with the Stage 1 response and why the response has not resolved the complaint.

It would be helpful if you can advise what outcome you are seeking to resolve the matter, at Stage 2.

             A Service Manager or Head of Service will investigate your Stage 2 complaint.

The process is as follows:

- The Council will aim to send you a response to Stage 2 complaint within 20 working days however in more complex cases, this may not be possible. If a conclusion is not possible within this time, you will be notified why and advised when you can expect to get a response.

- A Senior Manager of Head of Service at Wandsworth's Resident Services Department will review the Coop's response at Stage 1, and then write to you with their decision at Stage 2.

Beyond Stage 2

Submit complaint to the Housing Ombudsman
- If the complainant is still dissatisfied, you can contact the Housing Ombudsman Service (HOS).

They are independent services and can investigate to see if a local authority has acted unfairly or if you have been caused an injustice.  

The Housing Ombudsman will deal with all complaints about the Councils’ landlord function from its tenants and leaseholders. 

N.B. You can contact the Housing Ombudsman service at any time but you will normally be asked
if you have completed both stages of our complaints procedure in the  first instance. 

Housing Ombudsman Service
PO Box 1484
Unit D
Preston PR2 0ET
Telephone: 0300 111 3000

Anonymous Complaints
We take all complaints seriously and whilst we do accept and review anonymous complaints, due to the anonymity of such complaints, we will usually be unable to provide a response or update on the outcome unless contact details are provided.

We will however attempt to provide general feedback where the nature of complaint is considered reasonable to do so.

 

A FULL VERSION OF OUR COMPLAINTS PROCEDURE IS AVAILABLE UPON REQUEST.