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Complaints, compliments and comments
What is a complaint?
A complaint is an expression of dissatisfaction, however made, about the standard of service, action or lack of action by St Georges Community Housing, services it has responsibility for, or its staff affecting an individual customer or group of customers.
A first request for service e.g. a report of a repair, is not regarded at this stage as a complaint. If, however the repair is not completed within the required timescales and it is reported again, then this should be regarded as a complaint.
What is a compliment?
You have been especially pleased with one of our services, our staff or contractors and want to advise or thank us or our performance is equal to or exceeds, one of our published service standards.
What is a comment?
You have an idea as to how we can improve our standards or services.
Performance monitoring of complaints, compliments and comments
We monitor and report to our Service Improvement and Performance Committee how we are performing in the area of complaints, compliments and comments quarterly. We reflect on lessons we have learnt through complaints, compliments and comments received.
Policy documents - complaint and compensation
SGCH Ltd - Complaints Policy and Procedure 
SGCH Ltd - Compensation policy
To make a complaint, or send us a compliment or a comment.
Your compliments and comments are always welcome. They can help us to improve our service to tenants and leaseholders by identifying when we are getting things right, or when we need to improve.
Most people will choose to make a complaint, or send us a compliment or a comment for themselves. However, SGCH will be happy to receive a complaint, compliment or comment made on your behalf by a third person or advocate, such as a family member, ward councillor, SGCH Board member or Member of Parliament.
If for any reason you cannot write a complaint, compliment or comment yourself and you do not have anyone who can write it on your behalf, you can contact SGCH Customer Performance Team for assistance. The complaint will be drafted on your behalf and read back to you to ensure accuracy. You will then be required sign or make your mark on the document in the presence of a witness, to indicate that you are satisfied for the contents of document to be submitted.
SGCH will be happy to receive your complaint, compliment or comment by any of the following methods:
How SGCH will deal with your complaint
Informal Complaint (Enquiry)
When a complainant contacts us initially, the member of staff responsible for dealing with the case will attempt to resolve it immediately.
If the relevant member of staff is unable to deal with or resolve the complaint, or if the complainant is unhappy with the outcome and wants to take it further, then the officer should advise the complainant that they have the right to make a formal complaint.
Stage 1 Formal Complaint
A member of staff from the relevant service area will investigate the Stage 1 Formal Complaint.
Stage 2 Formal Complaint
A member of the Management Team from the relevant service area will investigate the Stage 2 Formal Complaint.
Stage 3 Appeal
An appeal is a formal request to the Service Improvement and Performance Committee requesting a change in, or confirmation of, a decision.
Stage 4 - The Local Government Ombudsman
We hope to resolve your complaint with you but if we don't you can refer your complaint to the Local Government Ombudsman (LGO) who will investigate it with us. You can contact the LGO at:-
The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Fax: 024 7682 0001
Phone 0845 602 1983
EMail: advice@lgo.org.uk 
Web Site www.lgo.org.uk 
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