The Whiteley Homes Trust
Complaints and Compliments
Whether things have gone well or not so well, we want to hear from you.
We know that sometimes things can go wrong. As a Registered Provider of Social Housing and our commitment to residents, we have a robust complaints process in place ensuring that we can resolve matters as quickly and as efficiently as possible.
Complaints
What is a complaint? The housing ombudsman defines a complaint as “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.”
You may feel let down by:
- A service we should have provided
- The standard of the service you have received
- The way we’ve treated you
- The attitude of one of our team
- Or maybe we’ve not done something as our policies and processes say we should
You can read our complaints information leaflet
Contact us
You can contact us in the following ways:
- Email: complaints@whiteleyvillage.org.uk or use the contact form below
- Telephone the main number: 01932 842360
- Speak to any member of staff or someone on duty at Huntley House reception
- Writing to us and leaving your letter at Huntley House reception
We will contact you within 5 working days to let you know that we’ve received your complaint. We will then let you know the course of action and aim to resolve matters within 10 working days as a Stage One complaint. If we decide not to accept a complaint, we will write to you and explain the reasons for this decision and where possible, sign post any useful resources or areas of support for you.
If we need more time to resolve things, we will let you know, and the reasons why.
What if you’re not happy with the outcome? If you wish, you can escalate the complaint to a Stage Two which will be investigated by a member of our team who has not been involved in your original complaint. We will aim to do this within 20 working days. If you’re unsatisfied with the final result of our findings at the end of Stage Two, or for advice at any time during the process, you can contact the Housing Ombudsman at:
Housing Ombudsman Service
PO Box 1484
Preston
PR2 0ET
Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Visit: www.housing-ombudsman.org.uk
Read our Complaints Policy
Our Annual Complaints and Service Improvement report helps us understand where we can make improvements in the services we offer residents. You can read the report by clicking below:
A well as this, we undertake a self-assessment against the Housing Ombudsman Handling Code. You can read the results by clicking below:
Unacceptable Behaviour
In order to maintain a safe and respectful environment, the Trust has issued an Unacceptable Behaviour policy. It clarifies what behaviours are considered unacceptable and how such behaviours will be managed. You can read the policy by clicking below.
Read our Unacceptable Behaviour policy below
Compliments
We would love to hear from you if you want to pass on any feedback or compliments.
You can do this in the following ways:
- Email: feedback@whiteleyvillage.org.uk
- Telephone the main number: 01932 842360
- Speak to any member of staff or someone on duty at Huntley House reception
- Writing to us and leaving your letter at Huntley House reception
If you would like to mention any member of the team or volunteers then we will ensure that your message is passed on to them and that their line manager is informed.
We value your feedback and it is crucial in helping us to make improvements to our service and helps to keep the village a harmonious place to live and work.
Find out more
If you’d like to find out more about Whiteley Village, our facilities or our services, please call us on