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Service enquiries, complaints, compliments and comments
St Georges Community Housing take all complaints seriously and believe that we can learn from our mistakes to improve our service in the future.
There are several valid reasons which could be the cause of a complaint:
- You have had a problem with one of our services
- Our performance is below our published service standards
- You are unhappy with one of our staff or contractors.
Service Enquiries
Simple mistakes or misunderstandings can usually be sorted out quickly and with the minimum of bother.
If you have a problem with a service you have received from us and would like to make a service enquiry to resolve the matter immediately, you can do this in a number of ways.
In the first instance you should always contact the service point involved.
A staff member or their manager may be able to sort out the problem immediately.
If you have already spoken to the member of staff or a manager and they were unable to help you, then please contact the Customer Performance Team who will be able to assist you further.
If you are not happy with the response you receive to a service enquiry, you can make a "Formal Complaint - Stage One".
The manager of the service in question will respond to your complaint.
All service enquiries will be acknowledged within one working day.
Formal Complaint - Stage One
A Stage One complaint can be lodged by any of the following methods:
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- In person at one of our offices.
| Our offices. |
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| You can telephone any of our offices to speak to someone about your complaint. |
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- By writing a letter to us.
| If you are still dissatisfied after contacting us in person then you can write to our registered office and we will log your complaint and reply to you within 8 working days.
In cases where your complaint is likely to take longer than 8 working days to resolve, we will tell you within that period just how much longer it will take us to deliver our response. |
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- By completing our downloadable Complaints, Compliments and Comments Form.
| As an alternative to writing us a personal letter you can send us your complaint using the following downloadable 'Complaints, Compliments and Comments' leaflet & form.
Downloadable:- SGCH Ltd - Complaints Compliments & Comments - leaflet & form 
We will log your complaint and reply to you within 8 working days.
In cases where your complaint is likely to take longer than 8 working days to resolve, we will tell you within that period just how much longer it will take us to deliver our response. |
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| You can Email the Customer Performance Team  to lodge your Formal Stage One Complaint. Your complaint will be forwarded to the manager of the service you are complaining about. |
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Formal Complaints - Stage Two
If you are not happy with the response you receive to a Stage One Complaint , you can go on to lodge a "Formal Stage Two Complaint".
You can contact our Customer Performance Team who will be happy to help by carrying out a review of your complaint with the service manager concerned. This will be done within 8 working days.
You right to appeal - Stage Three
If you are not satisfied with the service manager’s response, your complaint will be referred to the Service Improvement and Performance Sub-Committee of the Board of St Georges Community Housing.
The Sub-Committee will review the complaint and respond to you in writing within 20 working days with a final determination of the complaint.
The Local Government Ombudsman - Stage Four
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 
Sending us your compliments and comments
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.
Send us your compliments and / or comments by any of the following methods:
Our Performance
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.
View Service Improvement and Performance Committee Minutes |
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