Introduction
Ark Housing aims to deliver quality Housing Services to all its tenants. However, sometimes things can go wrong and we may not deliver services to the expected standards. In such cases where a Tenant has a complaint about any aspect of our services, we want to resolve the matter as quickly as possible to ensure that we can continue to improve our services. If a tenant is dissatisfied with any aspect of our services, they have the right to make a complaint. It is our aim to ensure that all complaints are investigated and resolved as quickly and fairly as possible. To achieve this objective the following Complaints Procedure has been established.
The Complaints Process
There are two stages to the complaints procedure:
STAGE 1 The Informal Procedure
STAGE 2 The Formal Procedure
THE INFORMAL PROCEDURE
Informal complaints are intended to be addressed at as early a stage as possible. A complaint can be either in writing or verbally. We will attempt to resolve the complaint at source by talking to the complainant and where possible, implementing remedial action to address the problem.
All complainants are to be advised of their right to make a further complaint using the formal complaints procedure, if they remain dissatisfied with the action taken to resolve the problem.
THE FORMAL COMPLAINTS PROCEDURE
Under the formal complaints procedure, the complainant should normally be requested to put their grievance or complaint in writing. All such complaints are to be forwarded to the:
Operations Manager
Ark Housing Association
Unit 17/18 North City Business Centre
Duncairn Gardens
Belfast
BT15 2GG
On receipt of a formal complaint, the following procedure will be applied:
• An acknowledgement will be issued within 5 working days
• The complaint will be recorded in the Complaints Register
• The complaint will be investigated by the Operations Manager
• The complaint will be reviewed and a decision will be made by the Operations Manager, normally within 10 working days
• A written notification of the decision in respect of the complaint will be issued, normally within 5 working days of the decision being made
• The complainant will be advised of their right to make a further complaint if they remain dissatisfied with the decision of the Operation Managers decision
Making a further complaint
Should a tenant remain dissatisfied with the outcome of their complaint, they have the right to submit a further complaint. All such complaints should normally be made in writing and forwarded to:
Chief Executive
Ark Housing Association
Unit 17/18 North City Business Centre
Duncairn Gardens
Belfast
BT15 2GG
On receipt of a further complaint under the formal complaints procedure the following procedure will be applied:
• An acknowledgment will be issued within 5 working days
• The complaint will be recorded in the complaints register
• The circumstances of the case and grounds for complaint will be reviewed by the Chief Executive
• The Chief Executive will make a decision on the complaint, normally within 10 working days
• A written notification of the decision will be issued, normally within 5 working days of the decision being made
• The complainant will be advised of their right to make a further complaint to the Ombudsman’s Office, (the Commissioner for Complaints (NI))
COMMISSIONER FOR COMPLAINTS (NI)
From 1st April 2004, Housing Associations were added to the list of bodies subject to investigation by the Ombudsman’s office under the Commissioner for Complaints (NI) Order 1996.
The purpose of the office of the Ombudsman is to:
‘See that the people of Northern Ireland are served by a fair and efficient public administration that is committed to accountability, openness and quality service’
All tenants have a right to bring complaints about the Association’s actions to the Commissioner for Complaints for Northern Ireland (The Ombudsman). His office can be contacted for advice on:
Freephone 0800343424
or by writing to
The Ombudsman
Freepost BEL 1478
Belfast
BT1 6BR
Alternatively the Ombudsman can be contacted by e-mail on: ombudsman@ni-ombudsman.org.uk
It should be noted that the Ombudsman normally expects that a tenant will have used the Association’s internal complaints procedure before bringing a complaint to him.
Further information on the role of the Ombudsman is available on: www.ni-ombudsman.org.uk
