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Not only do we offer a number of ways for you to
complain, making it as easy as possible, but we also have a
thorough procedure in place to help us monitor and manage them
effectively.
Before you make an official complaint...
The best way to get your issue or concern resolved in the first
instance, is to speak to the relevant member of staff or your
Area Manager. We can then hopefully discuss the issue and find a
solution to your problem.
To find out who your Area Manager is click here
If however you feel that your complaint has not been resolved
and still wish to proceed through the official process, there
are three additional stages of our complaints procedure.
You can submit a complaint to us by doing any of the following:
If after stage one your complaint has not been resolved to your
satisfaction, you can continue to stage two. You must inform us
within 21 days and then matter will be referred to a company
director, who will respond within 14 days.
Finally, if the appropriate company director cannot resolve the
matter, stage three requires you to attend an Appeals Panel
hearing, comprising of three representatives from our Board.
They will then review the case and respond to you within 14
days.
If at the end of our complaints process you feel that the matter
has not been dealt with to your satisfaction, you can appeal to
the Independent Housing Ombudsman who may take the case up on
your behalf.
The Ombudsman’s address is:
Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
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