Feedback and complaints

It’s very important to us that every East Boro tenant and customer feels able to give us feedback on the services that we provide.

 

As EBHT is now part of Aster Group, you can find Aster’s self assessment, complaints performance and service improvement report and governing body response here: Complaints | Contact Us | Aster Group

 

Our staff really appreciate hearing from you if you’ve had a particularly positive experience. We maintain a Compliments Log that assists us to monitor the performance of all Services and we always ensure that the positive feedback is passed on to the relevant staff member/team. 

 

If you wish to make a suggestion on how we can improve our service to you, we recommend that in the first instance you speak to your Housing Concierge or Support Worker.

 

We always aim to be helpful, efficient and to deliver our services in the right way the first time. But occasionally, we may fall short of your expectations. please let us know so that we can correct our mistakes quickly and work to improve our services.

 

How to make a formal complaint

There are two stages to our formal complaints process, each with clear time scales:

 

Stage 1

•  A written decision will be given within 10 working days from logging and allocating the complaint.
• If this is not possible, an explanation and a timeframe for a response will be given.
• This should not exceed a further 10 working days without good reason (for example if a customer cannot be contacted; or has made a request to be contacted at specified times which are outside of the complaint response timescales.)

 

Stage 2

• When a customer is dissatisfied with the outcome of the stage 1 response, they will be given the opportunity to explain why they feel the complaint has not been resolved.
• A written response will be given within 20 working days from the request to escalate.
• If this is not possible, an explanation and a timeframe for a response will be given.
• This should not exceed a further 20 working days without good reason.
• Customers have the right to refer their complaint to the Housing Ombudsman at any point during the investigation and details of how to do this will be included in the complaint correspondence.

 

Care customers have the right to refer care complaints to the Local Government and Social Care Ombudsman. Customers can also raise concerns with the Care Quality Commission (CQC) 

 

Our Complaints Policy, Procedure and Process is aligned to and follows the requirements and principles of the Housing Ombudsman’s Complaint Handling Code and our obligations set out in the Housing Ombudsman Scheme, the Tenant Involvement and Empowerment Regulatory Consumer Standard and the regulatory standards set by the Care Quality Commission.

 

Full information regarding East Boro’s complaints procedure can be found in our Complaints Policy 

 

If you need further help to understand the complaints process visit the Housing Ombudsman Self Assessment

 

Download the Annual Complaint Performance and Service Improvement Report 

 

and Governing Bodies Response to Annual Complaints Performance and Service Improvement Report