What to do if you have a complaint about the property in which you live in and the services you receive….
Halo Housing Association Ltd 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.
How do I complain?
Informal Stage – If you are unhappy with the property or have issues relating to the landlord, you are welcome to call the Housing Officer on 01254 676677 to voice your concerns and issues. These issues will be dealt with within 10 working days.
Formal Stage 1 – If you feel your complaint has not been dealt with correctly and wish to make the complaint formal, please write or complete a complaint form giving as much information as possible and send to:
Halo Housing Association
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 28 days of receipt.
Formal Stage 2 – If you are still unhappy with the outcome you may request a copy of your complaint to be given to the Chief Executive of Halo Housing Association.
Formal Stage 3 – If you feel that your complaint has not been dealt with fairly you can request Halo Housing Association to go to housing ombudsman, if all parties agree that this is appropriate. The outcome of the mediation will be final.
When should I complain?
As a tenant/ care provider you have the right to complain at any time by following the stages above.