Complaints policy

This information explains what to do if you are not happy with the service you have received from Under One Roof. It tells you how to complain, how we deal with complaints and what to do if you are not satisfied with our response. It also sets our policy on compensating customers.

How do I complain?

You can complain by calling us on 01744 637383, by speaking to any member of staff, or by writing to us. You can also email your complaint to info@under-one-roof.org.uk or report it via our website:

• Click here to email us your complaint>>
• Click here to report a complaint online>>

We will need to take details of the service you are unhappy with, who you have dealt with so far, and whether this is the first time you have complained. Of course we'll need your name and address - and we'd also like to hear what you want from us to put the problem right.

If your complaint concerns a member of staff we will arrange for your complaint to be brought to the attention of their manager.

How can I expect my complaint to be dealt with?

We have a strict procedure in place for dealing with your complaint. And you can also expect certain things from us.

We will:

• Treat your complaint confidentially
• Treat you fairly and help you get across what is the problem.
• Recognise you have the right to complain
• Not treat you differently because you have complained
• Deal with your complaint as quickly and efficiently as possible
• Tell you what is happening and when you can expect a reply
• Tell you how you can take things further if you are still not happy

We acknowledge receipt of your complaint within two working days. It will then be passed on to someone to deal with and they will contact you within five working days. Depending on the issue you have raised, they might contact you by telephone, letter or arrange to meet with you.

What if I am not happy with your response?

Our complaints process has a number of stages. If you are unhappy with the initial response you receive, your complaint can move up to the next stage where you will be dealt with by a senior manager. If you are unhappy with this response your complaint will then be dealt with by one of our Directors. At each stage we promise to try and respond within 5 working days. Finally, you can appeal in person to a panel. This can be set up within 20 working days.

Any complaints beyond this stage must be taken outside the company to the Housing Ombudsman Service. This is an independent body set up to deal with complaints about housing. You must first have gone through the four stages of the complaints procedure before you can complain to the Housing Ombudsman.

The service can be contacted at:

• Housing Ombudsman Service
  81 Aldwych
  London
  WC2B 4HN
• Tel : 020 7421 3800
• Fax : 020 7831 1942
• Lo-call : 0845 7125 973
• Minicom : 020 7404 7092
• E-mail : info@housing-ombudsman.org.uk