All complaints/compliments should be made to the organisation within 1 month of the event that is being complained/complimented about. The organisation reserves the right to deal with any complaint made outside that timescale
Staff will try to resolve any issue causing customer dissatisfaction immediately at the point of enquiry. When customers remain dissatisfied, customers have the right to request that the matter be treated as a formal complaint.
Complaints from groups of tenants will be accepted. The response will be sent to all members of the group who are named in the complaint.
There are three stages to the formal complaints process and we aim to resolve the complaint at the earliest stage possible:
Stage 1 – the complaint is investigated by a staff member separate from the situation about which the complaint is made.
Stage 2 – the complaint investigation and response is reviewed by a senior manager.
Stage 3 – the complaint investigation and response is reviewed by a director.
If the complainant thinks that the response at Stage 1 or 2 has not fully addressed their complaint, they may request that their complaint is moved on to the next stage. Complainants will need to clarify which aspects of the complaint have not yet been resolved and what information has not been taken into account in the investigation. Requests to move a complaint to the next stage must be received within 10 working days of the date of the previous stage’s response letter.
At the end of the complaints process, if the complainant does not think that Spring has fully resolved their complaint, they will be advised that they can wait for 8 weeks (from the date of their stage 3 decision letter) and approach the independent Housing Ombudsman Service.
