Make a complaint
A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the company or its staff affecting an individual customer or group of customers.
A complaint can be made when:
- We have failed to provide a service when we should have
- We have provided a poor standard of service
- Made a mistake in the way we have provided the service
- Failed to meet our existing service standards or complied with our policies.
How do I make a complaint?
You can make contact with us via any method below.
| Online | Click here to make a complaint online |
| Email us | info@derwentliving.com |
| Call us | 01332 346477 |
| Fax us | 01332-295025 |
| Visit us | Call in at our head office at the address below or report your complaint to a site based member of staff |
| Write to us | Customer services Derwent Living No. 1 Centro Place Pride Park Derby DE24 8RF |
If you are deaf or hard of hearing and wish to contact us via Type Talk, please dial 18001 followed by 0845 602 4125.
We can visit you in your home if this is easier for you.
Our complaints policy
Comments
Derwent Living is keen to involve all customers in shaping the services we provide.Whether you live in rented or shared ownership housing, a leasehold property or a retirement scheme, please feel free to make comments about the service we provide or give suggestions about how we could improve.
Compliments
When you have had an excellent experience of customer service,we would love to hear from you. Receiving praise for providing good customer service helps teams and individuals to improve and identify areas of best practice.
Complaints
A complaint is an expression of dissatisfaction,howevermade, about the standard of service, actions or lack of action by the company or its staff affecting an individual customer or group of customers.
A complaint can be made when:
- We have failed to provide a service when we should have
- We have provided a poor standard of service
- Made a mistake in the way we have provided the service
- Failed to meet our existing service standards or complied with our policies.
The complaints procedure is not for:
- Making a request for a service
- Making a complaint regarding neighbours (as this will be classed as anti-social behaviour)
- Things that have happened more than six months ago
- Complaints about other organisations such as a local authority or benefits agency
- Disagreeing with our policies.
How to make a comment,compliment or complaint
It is easy to comment about our service.You do not have to fill in a special form or even put it in writing. Any member of any team can record your comment over the phone, in person or by email.You can also contact us by letter.
If you wish to make a complaint, the following process is followed.
What happens when you make a complaint?
Quick fix
When you let us know that you have had a problem with our service,we will always try to fix things straight away. If the person taking the complaint can resolve things for you within one working day,we will log your issue with a unique reference number and class it as a‘quick fix’.
For example, this would apply where we have missed an appointment but were able to make a new arrangement that suited you straight away. Where we do this, you will still receive a letter containing a complaint reference number to confirm that you experienced a problem, reported it to us and agreed a resolution. If you are dissatisfied with this outcome, you can move onto the formal complaints process within 5 working days.
Stage one
When we are unable to solve the problem immediately,we will move into our formal complaints process.We have the following service standards in place to ensure that you get a resolution in an appropriate time:
- A designated complaints handler will acknowledge your complaint by telephone within 2 working days,and confirmthis in writing
- Give you a unique complaint reference number
- Let you know the name of the person who will try to resolve the problem or investigate the complaint
- Discuss your complaint tomake sure we understand all the details
- Aim to write to you within 10 working days to let you know the outcome of any investigation and offer a decision or resolution
- We will agree with you by telephone and notify you in writing when this target will not bemet,detailing the reasons why and let you know when you can expect a full response.
Stage two
If you are not satisfied with our response,or if the previous stages have not been met we can arrange for the complaint to be reviewed by the head of service or director who have previously been unconnected with the complaint. All you have to do is let us know why you are dissatisfied with the response you have received at the first stage within 20 working days and what you feel you would like us to do in response to your complaint. The service standards concerning Stage two complaints are:
- Acknowledge your request in writing within 2 working days
- Confirm that your complaint is being considered at the second stage of our procedure
- Let you know the name and position of the person who will look into the problem for you
- Offer you the opportunity for a personal telephone conversation or meeting about your complaint
- Aim to come back to you in writing within 10 working days to let you know whether the original action or response given is supported or outlining any new or additional proposals
- We will agree with you by telephone and notify you in writing when this target will not be met, detailing the reasons why and let you know when you can expect a full response.
Final stage
If after all of the previous stages, you are still dissatisfied with the response, you can apply to the chief executive for a review by the complaints panel,which consists of the chief executive and two board members.
You will need to write to the chief executive within 20 working days of receiving the stage two response and outline why you believe we have not fulfilled our duty set out in our policies and procedures or required by law. The chief executive will arrange a convenient date for you to meet the panel or tell you if you have pursued the matter as far as you can with Derwent Living within 10 working days of receipt of your request. If a meeting is arranged the date may not be within this timescale.
Ombudsman
If you are dissatisfied with this outcome, you may appeal to the:
Dispute Resolution Team
Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Telephone: 020 7421 3800
Fax: 020 7831 1942
Email: info@housing-ombudsman.org.uk
The Ombudsman will only consider the matter if you have exhausted Derwent Living’s complaints procedure and you contact them within 12 months of your original complaint.
Unreasonable complainant behaviour
The Housing Ombudsman’s definition of ‘unreasonable complainant behaviour’ is as follows:
“The actions of users who are angry, demanding, or persistent,may result in unreasonable demands on staff, or unacceptable behaviour. It is these actions that we consider unacceptable, unreasonable demands, unreasonable persistence and aggressive and abusive behaviour (including language)”.
Derwent Living must ensure that in using the complaints procedure, individuals who demonstrate unreasonable behaviour or are unreasonably persistent are still dealt with fairly,honestly and correctly.The resources of Derwent Living have to be used as effectively as possible and other service users or employees must not suffer any detriment because of the behaviour of others.
All reasonable measures will be taken to resolve complaints through the complaints procedure.
When someone repeatedly telephones, visits the office without appointment, sends irrelevant or duplicate documents, or raises the issues that have already been considered,Derwent Living may decide to:
- Only take telephone calls from the user at set times on set days, or put an arrangement in place for only one member of staff to deal with calls or correspondence from the complainant in the future
- Require the person to make an appointment to see a named member of staff before visiting the office, or that the user only contacts the office in writing
- Return the documents to the person or, in extreme cases, advise them that further irrelevant documents will be destroyed
- Take other action that we consider appropriate.We will, however, always say what action we are taking and why.
