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  1. Make a complaint or give feedback. We always want to hear your views on our services, both positive and negative. When you tell us that you aren't happy with the service we have given, we use this feedback to put things right and make sure the same mistakes don't happen again.

  2. COMPLAINT 201908131. South Tyneside Homes. 23 March 2021. 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).

  3. Following comments gathered through satisfaction surveys, customer journey mapping, complaints and online comments and feedback we want to provide an update on what we plan to do. Read on to find out how your feedback is making a difference.

  4. COMPLAINT 202124147. South Tyneside Homes. 20 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).

    • 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...

  5. To find information about our self assessment against the Housing Ombudsman's Complaints Handling Code, see Self-assessment. Read the full complaints and compliments policy and procedure.

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  7. REPORT. COMPLAINT 202012625. South Tyneside Homes. 24 June 2021. 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).