Making a complaint

Of course, we would prefer that you never need to make a complaint but sometimes things don’t go according to plan. If you are not happy with the service we provide there are a number of ways you can make a complaint. You may:

• call your housing officer or if the complaint is about them you may speak to his line manager
• call into the office
• or write to us. For contact details click here.

We will aim to put the problem right as soon as possible.

If you have tried to sort the situation with your housing officer or their line manager and you are still not happy, then you can go through the formal complaints procedure as detailed below.

The Complaints Procedure

There are three stages to the complaints procedure.

Stage 1

Write, speak or meet with your housing officer or their line manager. You will receive acknowledgement of your complaint and this will be followed by a written response.

Stage 2

If you are not happy with the response, you may appeal in writing, by email or on the phone to the Chief Executive. Again you will receive written acknowledgement of your complaint followed by a written response.

Stage 3

If you are still not happy with the response you may appeal to the board of management. An appeal should be in writing and addressed to:

Chair of the Board of Management

Lee Housing Association

227 High St

Ponders End

Enfield

EN3 4DX

If you have exhausted the formal complaints procedure and remain unhappy, you can take the matter up with the Housing Ombudsman. Information on how to do this can be obtained by visiting the Housing Ombudsman website: www.ihos.org.uk

You can also get independent advice from a Housing Advice Centre at any stage of the complaints process.