At Freebridge we want you to be happy with the service you receive from us, and to help us understand how we are performing we would like your feedback. We want you to tell us when we do something well, when we get something wrong, or any ideas you have for how we can improve what we do. We monitor compliments, comments and complaints so that we can learn and improve and provide you with high quality services that you are happy with.
Compliments, Comments and ComplaintsView Document
Sometimes things go wrong with the service we provide, if this happens, you can make a complaint. We define a complaint as follows:
An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.
Examples of complaints include:
We do not treat the following as complaints:
In the event that we do not accept a complaint we will let you know why. If you wish to challenge our decision not to accept a complaint you may contact the Housing Ombudsman who will review the matter –and where appropriate will instruct us to take on the complaint.
Our Complaints and Compliments Policy is available for all of our customers and includes shared owners, leaseholders, and applicants for our properties.
If you are still unhappy about how your complaint has been dealt with, you can then ask for the complaint to be moved to Stage 2.
If you still remain unhappy with the response following the second stage of our process, the following options are available to you.
At any stage in our complaints process you can choose to have a representative deal with your complaint on your behalf, including attending any meetings with or for you.
We want to make sure that all of our customers are able to use our Complaints and Compliments service, and we’ll make reasonable adjustments where necessary.
Reasonable adjustments will depend what’s needed but may include things such as:
You can request reasonable adjustments or extra support at any point during the process; where we are aware that you may require a reasonable adjustment, we will aim to provide these.
Complaints, comments and compliments are important to us as they help us improve our services. Customers can contact us in the following ways:
A designated person is:
a Member of Parliament (MP),
a local councillor, or a
recognised Tenant Panel (Freebridge’s Tenant panel is not a recognised Tenant Panel in this instance).
In addition to making contact with Freebridge you can also contact the Housing Ombudsman Service direct at any time and speak to their dispute support advisors who will provide assistance throughout the life of a complaint.
In addition to making contact with Freebridge you can also contact the Financial Ombudsman Service direct at any time.
Residential property: Eastern region
We also operate a two-stage appeals process for when you disagree with a decision we have made. There are only certain types of decision that you can appeal, these are ones that affect your tenancy and that you have no other legal method of challenging. The full range of circumstances are listed in our Appeals Policy which can be found in our Policy & Procedural Handbook.
Policy & Procedural HandbookView Document
We will always make you aware when you have the right to appeal a decision, but you can also contact us regarding this.
You can contact us to make an appeal within 10 working days of us making a decision:
Complaints, where you are dissatisfied with a service, will be dealt with under our complaints process. If you are both unhappy about a service you have received as well as a decision that we have made (and it falls into one of the appeal categories), then we will make a decision as to which process is more suitable and contact you to explain why.
HOUSING OMBUDSMAN COMPLAINTS HANDLING CODE SELF-ASSESSMENT
In July of 2020 the Housing Ombudsman published a new Complaints Handling Code that provided ‘a framework for high-quality complaint handling and greater consistency across landlords’ complaint procedures’. As part of this new code the Ombudsman stated that they expect ‘landlords to carry out regular self-assessment against the Code and take appropriate action to ensure their complaint handling is in line with the Code’, and that ‘This assessment should be completed by 31 December 2020.’