LJHA is committed to the provision of high quality of service to our customers. We welcome complaints, comments, and compliments and we use customer feedback as an opportunity to learn about what we are doing well and where we need to improve. If you wish to make a general comment about any of the services you have received or compliment the organisation or a member of staff, please contact us at firstname.lastname@example.org.
We appreciate there may be occasions where customers are dissatisfied with the level or type of service they have received and wish to make a complaint. We will always try to resolve any problems at the first point of contact. If this does not solve the complaint, it will be progressed into an official complaint.
How Do I Make a Complaint?
You can make a complaint to us in a variety of ways:
- You can call us on 0113 320 7777
- You can e-mail us at email@example.com
- You can write to us at Stonegate Way, Queenshill Avenue, Leeds, LS17 6FD
- You can complete an online form below
- If you would prefer, you can ask someone to make a complaint on your behalf
More details on our complaints process can be found below.
Changes to our Complaints Policy
In December 2020, we revised our new Complaints Policy to comply with changes described in the Housing Ombudsman Complaint Handling Code. The main change is that the number of stages has been reduced from 3 stages to 2 stages. You can view the full Complaints Policy by clicking here.
• Stage 1 – investigation of the complaint: The investigation is usually carried out by the member of staff appropriately placed to deal with the area of complaint raised, and is overseen by the “complaints officer”. There are also occasions when the complaints officer will carry out the stage 1 investigation.
The target time for responding to complaints is 10 working days from the receipt date. It may not always be possible to complete all agreed actions within this time period, but the formal response would advise of any target completion date. We will, however, keep in touch by telephone or other means, to let the complainant know the progress of the complaint.
• Stage 2 – reviewing the decision: If the complainant is not happy with the outcome of Stage 1, the complainant should contact the complaints officer, stating why the outcome is not acceptable. This can be carried out in several ways, as listed in “how to make a complaint” above. The contact must be made within 20 working days of receipt of the outcome letter in Stage 1, otherwise we will consider the matter closed.
The Complaints Officer will review the decision in consultation with a member of the Management or Executive Management Teams. A formal response will be sent within 20 working days of the request for review being received. Should the complaints officer have investigated stage 1 then the appropriate details will be given with the outcome as to who to direct any stage 2 complaint to.
There is no appeals process. If a resident remains dissatisfied with how their individual situation has been handled and / or with the outcome, they can contact the Housing Ombudsman Service. LJHA will cooperate with the Ombudsman’s requests for evidence and provide this within 15 working days. If a response cannot be provided within this timeframe, we will provide an explanation for the delay. And if accepted as reasonable, the Housing Ombudsman will agree a revised date with us.
In cases where the complaint involves the complaint officer, a member of management or the Executive team then the complaint will be directed to the Board.