We try our best to get everything right first time and provide the best service to our customers, our tenants, their families and our other stakeholders.
Unfortunately, there are times when you may feel that we have not got something right and you need to make a complaint. This page outlines our Complaints Policy and the ways that you can make a complaint. You can download our full complaints policy here.
When dealing with your complaint we will always be fair, try and put things right and learn from our mistakes. If you are not happy about something that Fairoak, or someone working with us, has done or not done, you should speak to your Housing & Support Officer first who will try to sort the problem out.
If you are still not happy and you want to make a complaint, we have a two stage process as follows:
Stage 1:
You can make a complaint in any of the following ways:
- By calling Fairoak on 01539 720082
- By visiting the office at 155, Highgate, Kendal LA9 4EN
- By filling in the complaints form, found here
- By emailing at enquiries@fairoakhousing.co.uk
- By writing to Fairoak at 155, Highgate, Kendal LA9 4EN
- By asking someone to help you, for example a family member, friend, advocate or support worker
We will:
- Try to telephone or visit you on the day that we receive your complaint to see if we can put things right
- If we need to look into your complaint, we will tell you within 5 working days
- Write to you to tell you what we will do about your complaint within 10 working days of receiving your complaint.
We will explain where things have gone wrong, say sorry for any mistakes, put things right and tell you how we will learn from your complaint.
Stage 2:
If you are still not satisfied you can ask to go to Stage 2 of our complaints process.
Stage 2 will be looked at by the Chair of the Board, or Vice Chair if the Chair is not available. The Chair or Vice Chair will look into your complaint and decide if the decision of Stage 1 is correct. We will write to you within 20 working days of receiving your request for your complaint to go to Stage 2.
Housing Ombudsman
Fairoak will tell you that you have the right to contact the Housing Ombudsman at any point during your complaint if you need any help or support.
You can contact the Housing Ombudsman Service and you can ask a designated person, for example; MP or local councillor to help you with this within 8 weeks of our final decision.
The Housing Ombudsman can be contacted as follows:
Write to: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
Visit: www.housing-ombudsman.org.uk/residents/make-a-complaint
Email: info@housing-ombudsman.org.uk
Call: 0300 111 3000
A list of MPs and local councillors can be found out: www.parliament.uk/mps-lords-and-offices/mps
To see how we are performing against the Housing Ombudsman’s Complaint Handling Code, click here
Confidentiality
Any complaints will be kept confidential and we will always respect your privacy and make sure that we are fair and honest with you.
Complaints Officer
The Complaints Officer at Fairoak Housing Association is Lisa Chant, the Chief Executive, who will make sure that your complaint is properly dealt with.
Learning from Complaints
Fairoak will learn from complaints to improve the services we provide to you in the following ways:
- Keep records of all complaints and what we did about them
- Ask customers if they are satisfied with how their complaint was dealt with
- Report to the board on complaints received and what we have learnt
- Publish information on complaints on our website and in our Newsletters and Annual Report
Compliments
Fairoak Housing Association aim to provide the best possible service to our customers and when we get it right, or do particularly well, we would like you to tell us. You can give us positive feedback in the following ways:
- By calling Fairoak on 01539 720082
- By visiting the office at 155, Highgate, Kendal LA9 4EN
- By filling in the compliments form found here
- By emailing at enquiries@fairoakhousing.co.uk
- By writing to Fairoak at 155, Highgate, Kendal LA9 4EN
- By asking someone to tell us for you, for example a family member, friend, advocate or support worker
