Making a complaint

How to make a Complaint

Petersfield Housing Association prides itself on providing an excellent service to our residents and does not like any one to feel that the level of service given is not to a good standard.

However, we recognise that there are occasions when things unfortunately do go wrong and it becomes necessary for you to make a complaint. For this reason, it is important that there is a procedure in place to ensure that all parties receive an excellent but equal service and that you understand how your complaint will be dealt with and in what time scales.

The Association takes a positive view to all complaints and uses your views to help us determine where the service can be improved.

Please note, the Association operates a 4 stage complaints procedure. For more details about our complaints procedure, please contact your Housing Officer.

Recording & Monitoring

All complaints received are recorded in the Association’s ‘Complaints and Nuisance Log’ located on our housing management IT system. This system allows all information to be included and offers a tracking system in chronological order. A complaint will be updated and progress monitored regularly by both the Housing Officer and the Housing Manager. Quarterly reports are made to the Board and discussed accordingly within the Resident Services Committee, who also help monitor the Association’s response to your complaints.