Complaints: our procedure

Our procedure is a clear step-by-step system that lays down what we must do at each stage, and tells you when we will do it.

Talk to a member of staff

Talk to someone at the office you dealt with originally. Tell us why you're unhappy and what you want us to do. Very often this will sort the problem out on the spot, without needing to fill in forms or to put your complaint in writing. But if you are not happy with the response . . .

Fill in a complaints form

You can do this online now, or contact us for a paper form. We'll let you know that we've got your complaint within two working days. We'll investigate the problem and give you a full response within ten working days of receiving your form - or, if that's not possible, explain why it will take longer (although this rarely happens). The vast majority of complaints are sorted out by this stage, but if you are not happy with the solution, you can take the complaint further . . .

Taking the complaint further

Stage 2 - You can take the complaint to more senior staff who will review the case.
Stage 3 - If you are not happy with the review you can appeal to the review panel.

A customer may ask for their complaint to be heard in person by members of a review panel. The review panel will consist of at least one independent board member and Parkway Green staff who have not previously been involved in dealing with the complaint and will be made up of any combination of senior manager, Director or Chief Executive to consider your complaint. The review should be heard within 10 working days of a request being made. The customer is welcome to bring an advocate or friend to the hearing.

Outside Parkway Green

The vast majority of cases are sorted out at a very early stage but if you are still not happy with our response at the end of the process you can take your case to the 'Independent Housing Ombudsman'.

In rare cases where you want to take the case to the higher stages we will explain exactly what you need to do.

We may give you an apology at any stage. If we agree that you have lost money because of the way we handled your case, we will compensate you.