How to complain

We hope that you are satisfied with the services provided by Elim Housing, but we understand that there may be instances where individuals feel the need to make a complaint.  The following policy and procedure has been adopted by the Board of Directors to address this matter.

Policy Statement

Elim Housing will respond in a fair and effective way to complaints which are received from tenants or applicants for our service. Most complaints and concerns can be dealt with informally, but where this is not possible or the complainant remains dissatisfied, the following procedure can be used.  All formal complaints will be reported to the Board of Directors.

Complaints Procedure

1. Complaints should be made in writing whenever possible and in the first instance, should be addressed to the appropriate member of staff.  If you do not know who to approach, please contact the Chief Executive, Alistair Allender.
   
   
2. You will receive a written acknowledgement of your complaint, outlining the points you raised and proposing a course of action, within one week of the Association receiving your complaint.
   
   
3. The Association will aim to provide a written, reasoned response to a complaint within two weeks of the above acknowledgement.  Where investigations are not complete or there is a delay, you will be kept informed.
   
   
4. If you are dissatisfied with the initial response to your complaint, then you should contact the Chief Executive to discuss your concerns.
   
   
5. If you are dissatisfied with the response from the Chief Executive then you should contact the Chair of the Board of Directors.  Please write to Martyn Smith at the office address and mark the envelope 'Private'.
   
   
6. If, after having approached Martyn Smith, you remain dissatisfied with the Association's response or you feel that it is taking too long, then you may be able to complain to the Independent Housing Ombudsman.  The Ombudsman service is available to all tenants and applicants and can be contacted at the following address:-
   

Housing Ombudsman Service
81 Aldwych
London   WC2B 4HN
Tel:  0207 421 3800

Further information about the Ombudsman service or the operation of this procedure can be obtained from Elim Housing.