This page tells you all you might want to know about making a complaint about Tung Sing
Our Aim ...
Complaints will be dealt with within a clear framework and timescales, as set out below. There will be openness and accessibility at all times, and wherever possible an appropriate solution will be offered and agreed with the complainant. We will also endeavour to maintain a high degree of confidentiality throughout any investigation, only involving staff who need to be involved in the process, and unsuccessful complaints will not impact upon a resident’s tenancy or the level of service received by a customer.
Compliments and grumbles will be used to help ensure that we continue to deliver a high quality and customer focused service.
What do I do?
A complaint can be made in ANY of the following ways:
- In writing;
- By e-mail;
- By telephone;
- By the Tung Sing website
- In person (at the office or to a member of staff on site);
- Via a recognised intermediary (e.g. solicitor, Councillor, CAB worker).
There is NO REQUIREMENT for a complaint to be put in writing. We encourage you to make complaints directly to us and our staff, rather than through the resident involvement mechanisms, which may result in unnecessary delays. If you have difficulty in recording the complaint due to language or any other difficulties, we will provide assistance to you.
What happens next?
Our complaints procedure has three stages. Our staff will try to solve the problem informally, before the complaints procedure is begun. However, the informal approach may not always be appropriate. In these situations, you or we may trigger the formal procedure.
At the end of each stage we will we will write to advise you of the outcome of the investigation and advise you how to pursue the matter if you are unhappy with the outcome. If we don’t hear from you in 28 days, we will assume that you are satisfied with the outcome and we will close the case. You are able to reopen the case at any time by contacting us.
Stage 1 – First Point of Contact
We aim to resolve most complaints at this stage. If we cannot resolve your complaint immediately, we will firstly acknowledge your complaint in writing and provide you with a copy of this leaflet within 3 working days. A full response will then be provided to you in writing within 14 days of your complaint being received. To start with, all complaints will be normally dealt with by the appropriate officer.
Stage 2 – Resolution by the Head of Service
If your complaint moves on to this stage, it will be investigated by the Head of Service responsible for the area of complaint. A full response in writing will be provided to you within 14 days of you letting us know that you are not happy with the outcome at stage 1.
Stage 3 – Referral to Complaints Panel
The final stage of the process involves a hearing by a panel of Board members. We will agree with you and the panel members a date for the hearing to take place (within 28 days of the complaint being referred to Stage 3). The Panel will comprise a senior manager (normally the Chief Executive) who has not been involved in the case and 2 Board Members, one of whom should be a resident. You are able to attend (with a friend or advocate if you prefer), or put your case in writing.
Panel members will try to make a decision and recommendations prior to the close of the meeting; however, if a decision cannot be made at this time, you will be informed of the reasons and a decision will be given to you in writing within 3 days by a member of the panel. This is the final stage in our complaints procedure. If you are still dissatisfied, you can contact the Independent Housing Ombudsman (IHO). If you are a Service User, you may also contact Manchester Supporting People or your referrer.
Redress
An offer of redress may be made where you have suffered inconvenience or a loss as a result of a failure or an error in service delivery by us or one of our contractors. Any redress will be appropriate and proportionate to the injustice. Where we have failed to carry out a repair within a specified timescale and then fail to complete a repair within a second agreed timescale, we operate a compensation payment scale; this helps to ensure any payments are made consistently. Further details about this are available on request.
Independent Housing Ombudsman
The IHO will require any complaint to have been through our internal complaints process BEFORE they will consider the complaint at all. To refer a matter to the IHO you must either write to the IHO or complete and send off a form. These are available at our office upon request. The contact details are as follows:
Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Telephone No: 020 7421 3800
Lo-call: 0845 7125 973
Fax No: 020 7831 1942
Minicom: 020 7404 7092
E-mail: ombudsman@ihos.org.uk
Website: www.housing-ombudsman.org.uk
Supporting People
Service users can also contact:
Manchester Supporting People Team
PO Box 112
Town Hall
Manchester
M60 2XX
Telephone No: 0161 234 3605
Fax No: 0161 234 4432
Complaint Form
If you wich to make a complaint online please go to our
Complaint Form