New Compliments, Complaints & Concerns Process

As a result of your feedback about our complaints process being too long, we have updated our Compliments, Complaints & Concerns policy and streamlined the process to resolve issues quicker.

We view complaints as an opportunity to learn how to improve our services. We will ensure that mistakes are corrected as soon as possible and we will make improvements to our service by learning from feedback.

Our new process about how we will deal with your complaints is as follows…

Informaly

If possible we believe it’s best to deal with things straight away rather than try to sort them out later.  If you have a concern, raise it with the person you’re dealing with.  Staff will try to resolve the problem quickly in an informal way, and should resolve the complaint within five working days.  If the member of staff can’t help, they will explain why and you can then ask for a formal investigation. 

Formaly

We will formally acknowledge your complaint in writing or via another suitable format within 2 working days of receipt. We will deal with your complaint in an open and honest way and we will make sure that your dealings with us in the future do not suffer just because you have expressed a concern or made a complaint.

If there is a simple solution to your complaint, we may ask you if you’re happy to accept this.  For example, where you have asked for a service and we see straight away that you should have had it; we will offer to provide the service rather than investigate. 

We aim to resolve complaints as quickly as possible and will provide a full explanation and response within 20 working days of receipt.  If the complaint is more complex or serious, it may take longer to investigate.  If this is the case we will make contact to explain why it is taking longer to investigate and how long it will take.  We will give regular updates on progress. 

If we do not succeed in resolving your complaint, you may complain to the Public Services Ombudsman for Wales.  The Ombudsman is independent of all government bodies and can look into your complaint. 

Compliments

Compliments help us to know when we’ve done things well, if we hear these good things then we can make sure we keep doing them and use these lessons in some of our other services.  Most importantly they can really help make someone’s day. 

We’d love to hear your feedback about the new process.

You can pass on your compliments, complaints or concerns through the following ways:

Phone:     0300 303 1717

E-mail:    talktous@taicalon.org

Writing: Tai Calon Community Housing, Solis One, Griffin Lane, Rising Sun Industrial Estate, Blaina NP13 3JW.

In Person:  Make an appointment with the Customer Service Supervisor

Tai Calon Community Housing is committed to delivering a customer focused service and is committed to dealing with any concerns or complaints you may have about our service. We want to know if our customers are not happy with any aspect of our work or that of our contractors, or think we have failed to do something that should have been done.

To find out more information about how we deal with Compliments, Complaints & Concerns please visit our website:

Making a Complaint