Give us your feedback

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Your feedback is what helps us to be the organisation that we can be.

Feedback can come in the form of a complaint, compliment or general comment – but whatever it is that you want to tell us, we are here to listen and do something about it. By giving us positive feedback, you let us know where we’re performing well and giving you a good service.

When you tell us about something that hasn’t gone well or didn’t meet your expectations, we use that information to improve our services and do our best to make sure it doesn’t happen a second time. 

Making a complaint

We hope you never have cause to complain, but when you feel let down by our actions or services, we will try to resolve your issue as quickly and effectively as possible, making sure that we follow our complaints procedure.

Please note, we will not treat the following as a complaint:

  •        a request for a service or for information
  •        reporting a fault
  •        offering a comment about a service
  •        disagreement with a rule of housing law

Our complaints procedure has the following steps:

Quick resolution

If you do have a complaint about us, we want a chance to make it right as soon as we can. Therefore, we’ll always try to get in touch with you within two working days of reporting your complaint to offer you help. Getting back to you quickly is important to us because we understand that many issues can be resolved quickly, and we don’t want to force you through a long formal process unnecessarily.

To report a complaint, email feedback@twenty11.co.uk. You can also email us compliments and general feedback to this address. 

Formal investigation

Sometimes when an issue can’t be resolved at the quick resolution stage, it be necessary to start a formal investigation to find out why something has gone wrong. Formal investigations will be carried out by a member of our management team. We aim to acknowledge all complaints at this stage within two working days of receiving them. The manager assigned to investigate your complaint will provide a resolution within 10 working days of the acknowledgement. If the process is going to take longer, we will let you know.

Appeal

After receiving a formal response to your complaint, if you are still unhappy and feel that your issue has not been resolved, we may be able to review your complaint as an appeal if you can provide any new information or evidence that you feel we didn’t consider during the formal investigation.

If your appeal request is accepted, it will be heard by a Senior Manager or Director.

We aim to acknowledge all complaints at this stage within two working days of receiving them. The Manager or Director assigned to investigate your complaint will provide a resolution within 10 working days of the acknowledgement. If the process is going to take longer, we will let you know.

Ombudsman

Our appeal stage is the last part of internal complaints process. If you still feel that we’ve failed to resolve your complaint, you can escalate your concern externally to the Housing Ombudsman service who will advise if they can investigate your issue.

To contact the Housing Ombudsman service, you can:

Call: 0300 111 3000

Email: info@housing-ombudsman.org.uk

Write to:

Housing Ombudsman Service

PO Box 152

Liverpool L33 7WQ

 

Read our full feedback policy.

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