We aim to deliver quality and excellence across all of the services we provide. We are continually looking at ways to improve these services. A vital part of making sure our services meet your requirements is through listening to what you think. As such we welcome your views and comments – whether positive or negative.
Your feedback will help us to improve and provide better services.
These are formal requests from a customer for information about the progress of a particular issue, case or application via local MP’s Councillors, Board Members or someone you have asked to act on your behalf.
These are classed as a first request for service and in most cases, will be forwarded to the relevant department.
No organisation is perfect, and we realise that some things can go wrong. We see complaints as a positive way for us to learn and put steps in place to improve the quality of our services. A complaint is where any part of our service has not met a customer’s needs or expectations, or where these have fallen below our stated service standards.
Everyone likes to receive compliments and we’re no exception. If you like something we have done or are pleased with the service you have received, we would really like to know about it. We will make sure your comments on a particular individual or teams’ performance is fed back to them.
How do I make an enquiry or complaint or pass on a compliment?
- Download the Customer App to your smart phone
- Email us at: email@example.com
- Write to us at PO Box 631
- Telephone 0303 333 0101 (prices dependent upon provider)
What can I complain about?
You can make a complaint if you think we or someone working for us has:
- Done something wrong
- Not done something they should have done
- Not delivered a service within the time promised
- Not followed the correct policy or procedure
If you are reporting a problem for the first time, for example, a repair in your home, we will treat this as a request for a service. We will not deal with this as a complaint. In the case of a day-to-day issue, we will normally deal with this outside of the main complaints process.
How will you deal with my complaint?
Any complaints received by Halton Housing are acknowledged and dealt with as quickly as possible. After this initial contact, your complaint will be passed to a relevant officer. For all complaints, you will receive a response within 20 working days. We would also ask you to tell us your preferred way of dealing with the complaint.
However, if the issues raised are more complicated we may take longer to provide a full response. Whenever this is the case, an anticipated date for the full response will be given. At any time during the complaint, you can nominate an advocate to act on your behalf. For further details on the complaints procedure, please contact us on 0303 333 0101 or via any of the contact methods on our website.