Hillingdon Homes - Submit a Complaint

We welcome your views

We work hard to provide quality services but we know that we don't always get things right and there are times when you may be unhappy with the response that you have received. We want to know about this, so we can:

Investigate
Provide you with an explanation
Review our service and apologise if we have made mistakes
Learn from our mistakes so that we make improvements for next time

If you are unhappy or dissatisfied with a service or response you have received, we want you to let us know by making a complaint. Nobody will be treated less favourably if they make a complaint and what you say will be treated confidentially.

How to make a complaint

You can make your complaint:

In person, to the Service Manager or to the Customer Care and Complaints Advisor at the Civic Centre, but please ring first to make an appointment so that you do not have a wasted journey.
By telephone, to the Service manager or to the Customer Care and Complaints Advisor,
By letter to the Customer Care and Complaints Advisor,
online
Or you can ask someone to help you, this can be a friend, relative or someone else of your choosing.

You do not have to put your complaint in writing, but this is often useful if it concerns something which is very serious or complicated. You can use the complaint form included with this leaflet.

When you make your complaint we need to know

Please include your name and address and if possible a telephone number or email address where you can be contacted during the daytime. You will receive an acknowledgement of your complaint within 3 working days of receipt.

What happens next?

Our complaints procedure has three steps

Step 1

The complaint will be dealt with by the Manager who is responsible for the staff and service about which you are complaining. As part of dealing with the complaint, the Manager will make personal contact with you. You will receive a written response to your complaint within 10 working days.

Step 2

If you are not satisfied with the outcome you can ask for your complaint to be considered by Tim Price, Chief Executive Officer of Hillingdon Homes. To enable him to investigate your case you should explain why you are dissatisfied and what further action you expect. Your complaint will be investigated and you will receive a written response within 10 working days.

Step 3

If you are not satisfied with the response you can ask for your complaint to be considered by an independent reconciliation service. We pay for this service. You will get a response to your complaint in 10 working days.

If at any stage your complaint will take longer to deal with, we will let you know the reasons why and give you a date for a reply. If you need help, support or advice about making a complaint please contact:

Telephone or email the Customer Care and Complaints Advisor,
One Stop in Hayes, telephone 020 8606 2900
Your nearest Citizens Advice Bureau, for Hillingdon CAB telephone 01895 277300
The Hillingdon Association of Voluntary Services can put you in touch with the right organisation to support you, telephone 01895 442722 or look on their web site www.havs.org.uk
One of your local Councillors or your MP, telephone 01895 250636 or look on the Council's web site for details of how to contact them www.hillingdon.gov.uk
Disablement Association Hillingdon (DASH) telephone, 020 8848 8319, Minicom 020 8848 8323 or look on their web site www.dash.org.uk

You can contact Hillingdon Race Equality Council (HREC) if you feel that you have been discriminated against because of your race.Telephone 020 8848 1380 or look on their web site www.hillingdonrec.org.uk, or email hrec@hillingdonrec.org.uk. You can contact the Equal Opportunities Commission if you feel that you have been discriminated against because of your gender. Telephone 08456 015901 or look on their web site www.eoc.gov.uk.

If you need an interpreter or sign language interpreter to help you make your complaint, we can arrange this for you. Please contact the Service Manager or the Customer Care and Complaints advisor.

The Local Government Ombudsman

If you are not satisfied with the way we have dealt with your complaint you can, at any time, ask for your complaint to be iLocal Government Ombudsman. The Ombudsman can investigate complaints about services provided by local Councils and Arms Length Management organisations such as Hillingdon Homes.

You can get a copy of their free advice leaflet called "Complaint about the Council? How to complain to the Local Government Ombudsman" from your local Library, the Civic Centre at Area Housing offices or by telephoning the Local Government Ombudsman 020 7217 4620 or 0845 6021983 or from their web site www.lgo.org.uk.

If you would like this leaflet in another language, in Braille, in larger print or on audio tape, please contact the Customer Care and Complaints Advisor, telephone 01895 250366.