Complaints Policy and Procedures

Unity Homes Housing Association has a range of policies and procedures covering all aspects of its services to our customers and potential customers.
But what should you do if you do not think that the Association has not complied with its own policy or has treated you unfairly?

THE ANSWER IS COMPLAIN
The Association continually reviews and assesses its services and if you are unhappy about the way you have been treated or are being treated tell us. This is the best way to ensure that everyone's point of view is considered or if an error or mistake has been made it can be rectified.

WHAT CAN I COMPLAIN ABOUT?
You can complain about virtually anything that are relevant to the services provided by Unity Homes Housing Association, the staff and the management committee.

HOW DO I COMPLAIN?
It depends what you are complaining about. The Association would, in the first instance, hope that any complaint could be dealt with promptly and informally. You do not need to put your complaint in writing at this stage. In most cases you should ask to see, or make an appointment to see, the Housing Officer.
Hopefully your complaint should be dealt with to your satisfaction at this stage. If it is not, then you must raise your complaint formally. This requires you to raise a formal written complaint to the Community Housing Manager. It is very important to remember that if you want your complaint resolved you must be clear about what your complaint is and how you would like to see it resolved. If your complaint seems vague saying something like "I don't think it's fair I didn't get that house" without giving any reasons then you are unlikely to have the matter resolved to your satisfaction.
If the complaint is not resolved to your satisfaction there is a full review and appeals procedure. Details of how this works and a copy of the full policy is available on request.