Customer Comments

We hope that the services you receive from us are of the quality you would expect. However, we realise there will be times when you may want to complain, tell us how we can improve our services, or perhaps compliment us on something we have done well. For more details of the compliments, comments and complaints process download a copy of our leaflet which is available in five languages or contact our office and ask for a copy to be sent to you 0800 619 6194.

Have we got it wrong? Help us to put it right!
Enganámo-nos? Ajude-nos a Corrigir a Situação! (Portuguese)
Vai Esam ko Izdarījuši Nepareizi? Lūdzu, Palīdziet Mums to Vērst par Labu! (Latvian)
Ar Mes Suklydome? Prašome, Padėkite Mums Pasitaisyti! (Lithuanian)
Popełniliśmy Błąd? Pomóż Nam go Naprawić! (Polish)

Comments

Your complaints, comments and compliments are important to us as they help us improve our services. You do not need to fill in a form to make a complaint - you can contact us:

• In person at any of our offices
• By phone 0800 169 1694
• By e-mail enquiries@freebridge.org.uk
• By writing to us
• By fax 01553 667704

Compliments

We welcome feeback from our customers. Please send us your comments and feedback either by post, telephone, email or in person

Complaints

Sometimes things go wrong with our service. If this happens, we have a simple three-stage procedure to put things right.

We treat the following as complaints:

• Failure to achieve service standards;
• Failure to meet legal or contractual obligations;
• Dissatisfaction with a decision or action (if this falls outside our agreed policy to provide a service); and
• Dissatisfaction with the attitudes of our staff or contractors.

If you are reporting something for the first time, like a new repair or a problem with a neighbour, we will not log it as a complaint but as a request for service. When you contact us with a complaint, we will try and fix it straight away. If we cannot fix it immediately and you want to make a formal complaint, please tell us so that we can log your complaint.

The more information you provide the easier it is for us to help. Please tell us what your complaint is about, who you have contacted and what you would like us to do to put it right.

Independent Housing Ombudsman Service

If having followed our complaints procedure you are still unhappy with the outcome you may take your complaint to another organisation. This is a free service.

If you are a tenant, leaseholder or someone applying for housing you should contact the Housing Ombudsman Service.

The Ombudsman will only investigate your complaint after it has been through all the stages of our complaints procedure.

You can contact the Ombudsman at:

The Independent Housing Ombudsman Service
81 Aldwych, London
WC2B 4HN.
Telephone: 020 7421 3800
www.ihos.org.uk