Making Complaints & Compliments
SAHA aims to provide a high standard of service to its customers. However, if we get it wrong we want to know about it and we will try to put things right. We welcome your complaints as we are keen to learn lessons when things go wrong.
How can complaints be made?
SAHA will accept complaints in whichever way you choose to make them. This can be verbally, in writing by post, fax, text or email.
By phone: Customer Services on: 0800 970 6363
Email: customer.services@saha.org.uk
Fill in the online form under resident online services
Or write to: SAHA Customer Service Centre 33/35 Chorley New Road, Bolton, BL1 4QR.
If you would prefer, a Customer Service Officer can assist you in completing a complaints form over the phone.
When making a complaint you may wish a relative, a friend or support worker to speak on your behalf. If so please let us know the name of the person at the time of making the complaint.
Sometimes a complaint may be about something we cannot change, for example, service charges set in consultation with residents and approved by the board. These could not be altered within the same financial year, however in these circumstances we would give a full explanation.
What is the process?
In the majority of cases the complaint will be dealt with as stated in our procedure below, however in exceptional circumstances an individual complaint may be dealt with outside of the procedure, for example, if the complaint was extremely serious or if the complaint was annonymous, but in the majority of cases we have three stages to the procedure. If you live in accommodation owned by SAHA, but managed by another organisation the early stage is slightly different and you should speak to your Project Worker or Centre Manager for guidance.
Stage 1
We will acknowledge your complaint within one working day. Your complaint will be given a reference number and passed to a senior manager. He/She will ensure your complaint is thoroughly investigated and will respond to to you in writing within ten working days.
If the senior manager needs longer than ten working days to investigate your complaint they will contact you to set an alternative contact date.
If you are not satisfied with the response you can progress to stage two by contacting SAHA Customer Services on 0800 970 6363 (Free from most landlines)
Stage 2
Your complaint will be passed to a Director. The Director will look again at your complaint and go over the investigation, conclusion and response. He/She will think about any further information you may provide and, if appropriate, conduct another investigation. You will receive a response within ten working days.
If the Director needs longer than ten days to investigate your complaint they will contact you to set an alternative target date.
If you are not satisfied with the response you can progress to stage three by contacting SAHA Customer services on 0800 970 6363 (Free from most landlines).
Stage 3
If you remain unhappy with the response, a complaints panel will consider your complaint. You will be invited to a panel hearing, you, or your representative can attend and present your complaint in person; alternatively the meeting can go ahead without you being present. The panel, which includes a Tenant Board Member, will consider the investigations, conclusions and responses from stages one and two and any other relevant information.
You will be notified in writing of the panels decision about your complaint within ten working days of the meeting.
Housing Ombudsman Service & Housing Corporation
Following a response from the complaints panel, if you are still unhappy, you can contact the Independent Housing Ombudsman Service. The Ombudsman will only investigate your complaint if you have gone through all the stages of the Associations procedure.
The Housing Omudsman Service can be contacted at:
Housing Ombudsman Service
Norman House
105-109 Strand
London
WC2R 0AA
0845 7125 973
ombudsman@ihos.org.uk
If the complaint does not come under the ombudsman control, you may write to the Association's regulatory body:
The Housing Corporation
Enquries & Complaints Team
1 Park Lane
Leeds
L23 1EP
Download Attachment(s):
Complaints policy statement Resident Approved Jun 07.pdf 33 KB Complaints Feedback Form.pdf 14 KB SAHA Complaints Leaflet.pdf 35 KB
