What to do if you have a complaint about the property in which you live in and the services you receive….
Halo Housing Association is committed to providing good quality accommodation along with a maintenance and repair service that meets the needs of our tenants. Our vision is to offer our tenants and partners consistently excellent services, to help us achieve this we put your views central to everything we do. So, whether you are a Tenant or Leaseholder, we want to know your views on the services we provide to you, both the good and not so good. We welcome and value all comments, compliments, or complaints you make and use them to help improve our services to you.
Stage 1 – If you feel your complaint has not been dealt with correctly and wish to make the complaint formal and for it to be dealt with by the Complaints Officer, please write to us or complete a complaint form, giving as much information as possible or send to:
Complaints Officer
Halo Housing Association
Oakfield House
93 Preston new Road
Blackburn
BB2 6AY
Or alternatively call 01254 676677 and a member of staff will complete the form with you over the phone and send you a copy.
Once we have received your complaint, we will write to you within 5 working days to tell you it has been received. We will address each complaint on its own merits but will deal with all complaints within 10 days of receipt.
Stage 2 – If you are still unhappy with the outcome you may request that your complaint is escalated to Stage 2. A Stage 2 acknowledgement letter will be sent out within 5 working days and will be dealt with withing 20 working days.
If you feel that your complaint has not been dealt with fairly you can request Halo Housing Association to go to the Housing Ombudsman, or you can yourself. If all parties agree that this is appropriate. The outcome of the mediation will be final.
The Housing Ombudsman’s details are provided within our correspondences.
When should I complain?
As a Tenant/Representative you have the right to complain at any time by following the stages above.