Local Authorities / Policy

For Private Landlords or Sub-Tenants who wish to make a complaint

Summary

We need you to tell us if we are wrong or if we have made a mistake. This page explains how to do this. A full copy of our Complaints Policy is available on request, and compensation payments will be made where appropriate.  

This complaints policy is Colne’s own. It is appreciated that Organisations using the Scheme may well have their own complaints policy which they would wish to use instead of the one provided here.

Further Information

Who to contact with a complaint

If you have any concerns or complaints about the housing associations service, you should raise this with a member of staff you have been dealing with. We will try to put things right as quickly as possible this way.

If you are not happy with the response you receive, you can ask the relevant Manager to look into your complaint. They will send a reply to you within 2 weeks. It is helpful if your complaint is made using the standard form enclosed. Our staff are happy to complete this form on your behalf and send you a copy for your records.

If you are unhappy with the response you receive from the Manager you can ask for your complaint to be referred to the Service Director. The Director will investigate your complaint and respond to you within 2 weeks.

If you are unhappy with the response you receive from the Director you can ask for your complaint to be referred to the Chief Executive. The Chief Executive will investigate further and respond to you within 2 weeks.

If you are dissatisfied with the Chief Executive’s response, you can ask for your complaint to be referred to the Society’s Board. The Chief Executive will ask the Board to consider your complaint at their next meeting, and the Board will inform you of their decision within one week of that meeting.

We hope your complaint will have been resolved long before this, but if you are still not satisfied, you can contact the Independent Housing Ombudsman. Their address is:- Housing Association Tenants Ombudsman Service, Palladium House, 1 – 4 Argyll Street, London, WNV 1AD. Their telephone number is 0207 4371422.

The Ombudsman will not consider your complaint unless you have gone through the Society’s Complaints Procedure before contacting them.

Downloads

Complaint Report Form

External Links

Other options:

As well as using the Society’s Complaints Procedure you may wish to contact one or more of the following:

The Citizens Advice Bureau
The Law Society - A Solicitor
The Local Council’s Housing Advice Centre
Your local Councillor or MP
The Environmental Health Department at your Local Council

In most cases, we cannot take action on anonymous complaints unless we think that there is a health and safety risk to either a member of staff or the public.