Complaints procedure for housing association(s) - in general

[Robb]

I'm unable to obtain a copy of my HA's complaints procedure.

Information on their website states : "We will let you know we have received your complaint and give you the name of the person who is dealing with it. That person will carry out an investigation and respond to your complaint within 5 working days." However, a leaflet I have which is a few years old states "We aim to respond within 15 working days"
All information I have states if the complaints procedure is not followed, it's reset. In the absence of obtaining clarity from the HA, would 14 days be a reasonable period to wait for a reply before taking it two the next stage ? bearing in mind this complaint will more than likely go to the housing ombudsman.

[UnitedFront]

Re: Complaints procedure for housing association(s) - in general

This is purely personal but I would go with the higher date, so wait 15 days and if nothing has happened then take the next step on day 16. But I am not an expert, this is just what I would personally be doing.

[Inca]

Re: Complaints procedure for housing association(s) - in general

Do you not have a housing officer dedicated to your area??

[wales01man]

Re: Complaints procedure for housing association(s) - in general

Use the first stage you know about and wait the 15 days not happy with any action then bypass everthing and go to the person at the top why waste time on the complaints department

[PlanB]

Re: Complaints procedure for housing association(s) - in general

I'm unable to obtain a copy of my HA's complaints procedure.

Information on their website states : "We will let you know we have received your complaint and give you the name of the person who is dealing with it. That person will carry out an investigation and respond to your complaint within 5 working days." However, a leaflet I have which is a few years old states "We aim to respond within 15 working days"
All information I have states if the complaints procedure is not followed, it's reset. In the absence of obtaining clarity from the HA, would 14 days be a reasonable period to wait for a reply before taking it two the next stage ? bearing in mind this complaint will more than likely go to the housing ombudsman.

You can approach the Housing Ombudsman at any stage and they can intervene and force the HA to deal with your complaint in a timely manner. You don't have to wait until you've exhausted the HA's in-house complaints procedure. The Ombudsman can also give you help and advice on how to articulate your complaint to your HA. This all builds a good paper trail for your complaint to the Ombudsman

http://www.housing-ombudsman.org.uk/canda.aspx?nm=19

[Robb]

Re: Complaints procedure for housing association(s) - in general

You can approach the Housing Ombudsman at any stage and they can intervene and force the HA to deal with your complaint in a timely manner. You don't have to wait until you've exhausted the HA's in-house complaints procedure. The Ombudsman can also give you help and advice on how to articulate your complaint to your HA. This all builds a good paper trail for your complaint to the Ombudsman

http://www.housing-ombudsman.org.uk/canda.aspx?nm=19

Opps, I should have read the information in the Ombudsman site before posting

Many thanks !

Do you not have a housing officer dedicated to your area??

Yes, and they are one of the people involved in pushing this charge onto us.

[PlanB]

Re: Complaints procedure for housing association(s) - in general

Yes, and they are one of the people involved in pushing this charge onto us.

What's your complaint about and let's see if we can help you to establish your legal position even if the HA isn't willing to co-operate

[Robb]

Re: Complaints procedure for housing association(s) - in general

What's your complaint about and let's see if we can help you to establish your legal position even if the HA isn't willing to co-operate

This may have come at an opportune moment, it appears the Ombudsman may not be willing to deal with this and are referring us to solicitors.

My HA have introduced a service charge which they term 'Grounds maintenance '. Verbally they claim it is to maintain our front gardens and communal areas. On 9 Feb, I used the first tier complaint process to request a full breakdown of the contract, what area it covers etc ( all the usual questions to ascertain the extent of their proposals). So far I have had no reply.

In our TA , we have a clause stating the tenants are responsible for the gardens, moreover, we have no communal areas.

The variation clause in the TA is vague, and certainly not clear to the layperson if it offers a (or indeed any) clear mandate to introduce a service charge.


This is an extremely simplified explanation. The most obvious action to take is have someone read the TA clause. However, I have tried for weeks and am unable to get any help with that.

[Robb]

Re: Complaints procedure for housing association(s) - in general

Any suggestions ? Both the Ombudsman and the rent tribunals service have stated they are unable to help.