Compliment or complaint
Make a difference – tell us what you think
We’d like to hear what you think about our services. If you’re happy with a particular service, please let us know, or you may just have a comment or suggestion on how we could improve.
We also 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.
You can contact us in the following ways:
By telephone: 01952 217100
By email: email@example.com
In writing: The Wrekin Housing Group, Customer Contact Centre, Colliers Way, Old Park, Telford, TF3 4AW
Complaints during the COVID-19 Crisis
Stage 1 –
We will contact you within 24hrs or the next working day to discuss your complaint in more detail. If your complaint requires a visit to your property we will ensure that the visit will take place once the Covid-19 measures are relaxed. This may mean that we will be unable to resolve your complaint within our usual 5 working day timescale. We will keep you updated and offer a time and day suitable to you if a visit is necessary.
Stage 2 –
If you are unhappy with the initial resolution we will escalate your complaint for it to be reviewed. As we will not be able to visit you at this time the reviewer will contact you by telephone or email within 14 days to arrange a visit once the measures are relaxed. This may mean that we will be unable to complete the review within the usual timescales but will keep you updated and offer a time and day suitable to you if a visit is necessary
Stage 3 –
The Complaints Panel cannot meet at this current time, but all complaint information will be given to them and when measures relaxed you will be invited to attend a meeting with them, or a virtual meeting may take place if this is convenient for you. Time scales will be determined depending on the case, but you will be kept informed throughout the complaints process.
The Housing Ombudsman Service remains available at this time once you have completed the Group’s complaints process.
The Housing Ombudsman
Please note: The Ombudsman will normally only consider your complaint if you have gone through our complaints process first.
Once our complaints process has ended, if you’re unhappy with the outcome of your complaint, you can apply to the Independent Housing Ombudsman Scheme, of which we’re a member. Currently you should do this through the democratic filter, i.e., your MP, a Councilor or a Designated Tenant Panel, or wait 8 weeks from the date of our reply.
The Ombudsman’s address is:
Housing Ombudsman Service
PO Box 152
Tel: 0300 111 3000