Compliment or complaint
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Make a difference – tell us what you think
We’d like to hear what you think about our services, or you may just have a comment or suggestion on how we could improve.
Compliments
If you’re happy with a particular service, please let us know using the email address compliments@wrekin.com.
By telephone: 01952 217100
In writing: The Wrekin Housing Group, Customer Contact Centre, Colliers Way, Old Park, Telford, TF3 4AW
Complaints
We know that sometimes things can go wrong and that our service has failed, so if that’s the case please let us know what’s happened.
To make a complaint please email
complaints@wrekin.com and if you would like to report anti-social behaviour email
ASBReports@wrekin.com. Alternatively, you can contact us via the telephone number or address quoted above. Please note that anonymous reports of ASB are more likely to be unresolved than those where we are able to discuss the issue in confidence with the person reporting it.
Complaints process during COVID-19
Stage 1 – Initial Complaint
We will contact you within 24hrs or the next working day to discuss your complaint in more detail. Due to current COVID-19 restrictions, if your complaint requires a visit to your property we will only do this with your consent and we will follow social distance and PPE guidelines. We will keep you updated and offer a date and time suitable to you if a visit is necessary. This may mean that it may take longer to resolve your complaint. We will ensure that wherever possible we will contact you via email or telephone. Where possible we aim to resolve your complaint within 5 working days.
Stage 2 – Review of the Complaint
If you are unhappy with the initial resolution you can request that the complaint is escalated. A Senior Manager will contact you by telephone or email within 24hrs or the next working day to discuss your complaint and the initial resolution, the reviewer may need to visit you to be able to find another resolution and as in Stage 1, this will be with your consent and following social distance and PPE guidelines. This may mean that it may take longer to resolve your complaint but will keep you updated via email or telephone. Our aim is to complete the review within 10 working days.
Stage 3 – The Complaints Panel
If your complaint has still not been resolved, the reviewer can allow you to appeal to the Complaints Panel. The Complaints Panel cannot meet in person at this current time, but all complaint information will be given to them and they can meet with you virtually using video conferencing if this is convenient for you. If you wish to meet with them in person, then the Complaints Panel hearing will be held at a future date when restrictions have been eased and when it is safe to do so. Time scales will be determined depending on the case, but you will be kept informed throughout the complaints process. In normal circumstances we aim to convene the Complaints Panel within 20 working days of the appeal.
Once our complaints process has ended, if you are unhappy with the outcome of your complaint, you can contact the Housing Ombudsman Scheme of which we are a member.
The Housing Ombudsman
Please note: The Ombudsman will normally only consider your complaint if you have gone through our complaints process first but you can contact them to discuss your complaint at any time. Please Ombudsman information leaflet below.
The Ombudsman’s address is:
Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ
Tel: 0300 111 3000
The Wrekin Housing Group Housing Ombudsman information (PDF 631kb)
The Wrekin Housing Group's Complaints Policy (PDF 570kb)
We have also published a self-assessment against the Housing Ombudsman’s Complaints Handling Code.