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You can also make a complaint or give feedback by: emailing connect2@southtynesidehomes.org.uk; speaking to a Customer Service Advisor through LiveChat on our website; telling your Neighbourhood Officer; asking someone to complain on your behalf (we will need your permission) telling your Housing Plus Officer (if you are in a Housing Plus Scheme)
- South Tyneside Homes | Complaints Policy
Complaints will be accepted in a number of formats including...
- Complaints policy - South Tyneside Homes
Make a complaint or give feedback. What happens after you've...
- Dealing with complaints - South Tyneside Homes
Who to contact about your complaint. There are different...
- South Tyneside Homes | Complaints Policy
- Complaints
- Scope
- Stage One – Investigation Stage
- Stage Two – Second Opinion
- Tenants Panel
- Board Member Champion
- Learning from Complaints
- Extending A Complaint
- Antisocial Behaviour Complaints
- Premature Ombudsman Complaints
When a customer makes an official complaint, the Officer who takes the details should immediately log the complaint onto the Corporate Feedback System. If they are not able to deal with it informally themselves, the complaint will be assigned to the relevant Officer by the Customer Feedback Officers. If the Officer is able to resolve the issue info...
This policy relates to all parts of the organisation including services which may not actually deal directly with customers or third parties. The policy also applies to other organisations that provide services to our customers under contract or in partnership with us. The policy does not apply where there is an appeal or grievance, or where legal ...
If we have been unable to resolve a customer complaint informally the customer can log a stage 1 complaint. We will deal with it by investigating the issues and providing a written response to the customer. In order to track complaints and identify service improvements, all complaints will be recorded on the Customer Feedback System. An acknowledge...
If the complaint cannot be resolved the customer can escalate their complaint to stage 2. They will receive an acknowledgement letter within 5 working days providing a statement of the nature of the complaint. These complaints will be investigated by the Customer Feedback Officers reporting directly to the Managing Director for consideration. In hi...
To replace the designated person role which ended on 1st October 2022, STH will explore the option of having a Tenants Panel stage which would be a voluntary stage prior to a customer referring to the Housing Ombudsman Service.
STH also has a Board Member Champion for complaints, currently this is a Tenant Board Member. The Champion role is evolving, however it is about having a close insight into complaints, and involvement in the review and development of the Complaint Policy.
Complaint investigators will establish if there is any learning from a complaint and record a Service Improvement along side the complaint outcome, which will be monitored by service managers and Heads of Service, to ensure that improvements are continually made, following customer feedback. A quarterly analysis of complaints and compliments is pro...
Where an agreement over an extension period cannot be met, then the contact details of the Housing Ombudsman Service should be provided to the customer so that the customer may approach them direct. The investigation should continue during this time. The complaint should not be unreasonably delayed, and should be closed on the Feedback System once ...
Under the 2014 Antisocial Behaviour, Crime and Policing Act, people can request a review of their ASB complaint by the council, police and other agencies under something called the Community Trigger. A request can be made to South Tyneside Council or Northumbria Police, who will determine if they are able to review the complaint under the Act.
These are complaints that have been referred to the Ombudsman by the customer without having been investigated by South Tyneside Homes and the Ombudsman has referred it to us. When a Premature Ombudsman Complaint is received, we will log it onto the feedback system as a Stage 1 complaint and forward it to the relevant investigating officer. The inv...
Make a complaint or give feedback. What happens after you've made a complaint. If you are unhappy with how we've dealt with your complaint. Complaints policy. Our performance. Self-assessment. Complaints policy. Read the full South Tyneside Homes complaints and compliments policy and procedure: Complaints and compliments - policy and procedure.
Who to contact about your complaint. There are different departments across South Tyneside Homes and South Tyneside Council you can contact about your complaint: Fly-tipping. Contact South Tyneside Homes' Housing Management Team; You can report fly-tipping online. Garden fires. Contact South Tyneside Council's Environmental Health Team
In accordance with paragraph 39 (e), the Ombudsman encourages residents to raise complaints with their landlords in a timely manner, so that the landlord has a reasonable opportunity to consider the issues whilst they are still ‘live’ and evidence is available, so it can reach an informed conclusion.
South Tyneside Homes - Housing Ombudsman. Home. Landlords. South Tyneside Homes.
16 March 2023. Our approach. The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme).
