Housing Services
Complaints & Appeals
At all stages of the procedure complaints received by the Association will be handled according to the following response times:
-
-
All telephone calls received to be returned by the end of the next working day
The stages of the complaint procedure are as follows:
STAGE 1
Applicants/Tenants should raise any complaint or appeal against a decision first with their direct contact. This will usually be the Housing Officer or Scheme manger. They are best placed to make an immediate response.
STAGE 2
If the problem cannot be resolved satisfactorily, the Director of Housing will review the matter. To enable this to happen the complaint or appeal should be made in writing using the appropriate form
A complaints form can be obtained from the reception at the Housing Office in the Tony McGann Centre any weekday 9am – 4pm or telephone 0151 207 3406, a form will be sent to you the completed form should be returned to:
The Director of Housing
Tony McGann Centre
Eldonian Village
Liverpool L3 6LG
The Director of Housing will acknowledge correspondence within three working days
STAGE 3
If the complainant is still dissatisfied with the response of the Director of Housing, he/she has right of appeal to the Association’s Committee of Management. The request for appeal should be made in writing to:
The Secretary
Eldonian Community Based Housing Association
Tony McGann Centre
Eldonian Village
Liverpool
L3 6LG
The request for an appeal will be acknowledged within 5 working days. The acknowledgement will indicate the date of the meeting where the appeal will be heard and the date by which an answer can be expected. The decision of the Board is the final stage of this procedure.
In addition to reviewing the matter, the Committee may, at its discretion, decide that involvement by other disinterested parties could help resolve serious disagreements. To this end they may suggest mediation or arbitration. Information will be provided on both these mechanisms for dispute resolution at the appropriate time.
EXTERNAL AGENCIES
If complainant are still dissatisfied, and feel that their concerns have not been handled fairly or in accordance with this procedure, established practise or legal rules, there is a further avenue. All those who receive a service from an association registered with the Housing Corporation have the right of approach to:
Independent Housing Ombudsman
Norman House
105-109 The Strand
London
Telephone: 0207 836 3630
Fax: 0207 836 3900
You may wish to seek independent advice and assistance which is available from the following sources:
-
Citizens Advice Bureau
-
Law centre or solicitor
-
Your local Councillor
-
Your Member of Parliament