Housing service complaints
If we have got something wrong, we want to make it right and learn from our mistakes.
We define a complaint as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.
We aim to respond to Stage One complaints within 10 working days and Stage Two complaints within 20 working days of our acknowledgement of your complaint.
What you can expect from us
Complaints differ widely in nature and complexity and in dealing with your complaint, we will aim to apply a number of basic principles:
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Acknowledgement of your complaint within 5 working days of its receipt by us;
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A reply to your complaint within 10 working days of acknowledgement of Stage One complaints or 20 working days of acknowledgement of Stage Two complaints, and to be kept informed if an investigation takes longer;
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Any extension to the timescale for responding to you complaint will be no more than 10 working days for Stage One complaints and 20 working days for Stage Two complaints;
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Courtesy and helpfulness at all times;
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Confidentiality - any request for your identity to remain confidential will be respected as far as possible;
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Impartiality - your complaint will be dealt with on its own merits and impartially.
Complaints Panel
Our complaints panel ensures that complaint handling drives learning and service improvement for residents. The panel champions a positive complaint handling culture and seeks assurances that complaints are being managed, change is happening and that residents are being heard through the process.
The panel is made up of two resident representatives from the Dartford Tenant and Leaseholders’ Forum and Councillor David J Mote.
Housing Ombudsman
The Housing Ombudsman is set up by law to look at complaints about the housing organisations that are registered with them. They resolve disputes involving tenants and leaseholders of social landlords (housing associations and local authorities) and their voluntary members. They can investigate a complaint once it has exhausted the landlord's complaints process. They can also provide information and advice on making a complaint to a landlord. Their service is free, independent and impartial.
Local Government and Social Care Ombudsman
The Local Government and Social Care Ombudsman deals with complaints relating to housing allocations, homelessness, general housing advice, housing benefit, housing improvement grants, anti-social behaviour (other than tenant behaviour) noise nuisance, sale or disposal of land on housing estates and planning and building control (Council owned properties). If, having exhausted the Council's corporate complaints procedure, a complaint is not resolved to the complainant's satisfaction, the complainant may refer the complaint straight to the Local Government Ombudsman.
Make Things Right
Make Things Right is a Government campaign to raise awareness and understanding of the complaints process for social housing residents.