Marches Housing Association is committed to providing a high standard of service.
However, sometimes we make mistakes and things go wrong.

Our commitment to you means that if we know something has gone wrong, we can try and put it right. We look at the reasons why it happened and learn from mistakes to stop them happening again, so telling us about your experience can help us to improve the service that you receive.

If it's gone wrong tell us!

• If we have made a mistake, or done something wrong.
• If we said we would do something but haven't.
• If you feel you have received a poor service.
• If we have not treated you properly or acted unprofessionally.

We promise to:

• Listen to what you have to say.
• Acknowledge your complaint in writing.
• Investigate your complaint thoroughly and promptly.
• Tell you why it went wrong and what we will do about it.
• Treat your complaint in the strictest confidence.
• Guarantee that your level of service will not change because you have made a complaint.

We cannot deal with anonymous complaints, so please ensure that you provide us with all the information we need to contact you.

We will publish our performance on complaints in both Newsletters and Annual Reports.

Breakdown of Complaints by Service Area 2006-07

Marches Housing Association operates a formal complaints procedure, and we review complaints received on an annual basis. The table below shows the number and type of complaints received from April 2006 to March 2007.

By far the biggest area of concern is the responsive repairs service, about which there were 22 complaints. This represents 65% of all complaints received. Marches has been aware of problems with this service for some time, and has been working with our contractors to try to put things right. We have recently changed contractors, and early signs are that service is improving.

How to make a complaint!

1. As soon as you feel that we haven't met our service standards then please let the member of staff that you were dealing with know, so that they have a chance to put it right.

If are still not happy, please tell us formally,

by phone by Letter by personal visit by E-mail by completing the form at the bottom of this page

What you need to tell us:

• Tell us the reason for your complaint, giving as much information as possible.
• Tell us who you first spoke to about your complaint and when.
• Tell us what you think we should do to put it right.

2. Once received, we will acknowledge your complaint in writing and start the investigation into what went wrong and why. You should expect to receive a reply within 10 working days. If this is not possible, then you will be given a date that by which you should receive an answer.

3. If following our response to your complaint you are still not happy, you will be invited to speak with the Director of Operations, who will talk through your concerns with you and formally review the evidence collected.

4. If you are still unhappy with the action we have taken, you have the right of appeal to a panel of 3 Board members who will independently assess your complaint.

5. Following this action, if you are still not satisfied you have the right to appeal to the Independent Housing Ombudsman who will formally evaluate your claims and form a decision and recommendation.

The Independent Housing Ombudsman
81 Aldwych
LONDON
WC2B 4HN
Tel: 0345 125973

Please note: In most cases the Ombudsman will not deal with your complaint unless you have completed our complaints procedure first.

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How to make a complaint:

Use the form below, or click here for a form to print out and fill in which you can then return to us by post or fax.

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Content Updated :: 15/05/08