Complaints and Concerns

We want to provide the best possible service. When things don’t go right, we want to hear about it so we can fix the problem and improve for the future.

What is a complaint?

You don’t need to use the word “complaint” for us to take action. If you tell us you are unhappy with our service, actions, or lack of action, we will treat it as a complaint. You can reach out via:

•  Phone, Text, or Email
• Social Media
•  In-person or by Letter

What is not a complaint?

Requests for service – if you are requesting a service, for example, reporting a broken fence for the first time.

Note: Some issues are handled under different policies rather than the complaints process. These include Service Charge queries, Subject Data Access Requests, Personal injury claims, Disrepair claims and Anti-Social Behaviour (ASB) cases as these are managed using our ASB Policy. However, if you are unhappy with how we have handled an ASB case, you may then make a complaint.

Who can make a complaint?

Anyone can let us know if they are unhappy with the services we, or people working for us like contractors, provide. This includes people living in our homes or using our services.

• Advocates: You can ask a friend, family member, or professional (like Citizens Advice) to speak on your behalf.
• Anonymity: You can report concerns without giving your name, though this may limit our ability to investigate or provide you with a direct response.

Our 3-Step Process

Stage 1 – Informal Resolution

If you’re unhappy with something we’ve done, please tell us. We’ll always try to fix the problem as soon as we can. Most of the time, we can sort things out when you first get in touch. This might mean answering your questions straight away or sorting something out on the same day – like chasing up a missed visit or booking a new appointment.

Even if we fix it quickly, we’ll still log your concern as a complaint. This helps us learn from mistakes and improve our service for everyone.

Our Complaints Team will…

• Let you know they’ve received your complaint within three working days and find the right person to look into it.
• Ask how you want us to contact you.
• Look into your complaint and will try to give you an answer within ten working days.
• If you’re not satisfied with the response, you can request a Formal Review. Alternatively, if the issue is not resolved within ten working days, it will automatically be escalated for formal review.

Stage 2 – Formal Review

If you aren’t happy with the Stage 1 response, or if the issue isn’t resolved within 10 days, we move to a Formal Review.

• Investigation: A senior staff member from a different team or an independent investigator will look into the matter.
• Communication: They will contact you to discuss the details and may visit your home if you wish.
• Resolution: If there is a simple way to fix the problem, we will ask if you would be happy for us to do that. For example, if you asked for a service and we can provide it, we’ll do that instead of carrying out a full investigation.
• Timeline: We aim to complete most reviews within 20 working days. If it’s a complex case that needs more time, we will keep you updated.

Stage 3 – Public Services Ombudsman for Wales

If we have finished our internal process and you remain dissatisfied, you can then contact the Public Services Ombudsman for Wales. This is a free, independent service that helps resolve disputes between tenants and housing providers.

How to make a complaint and useful contacts You can raise a complaint or share a concern if you are not satisfied with the service you have received in many ways:

When you tell us, we will listen carefully, try to fix the problem quickly and use what we learn from your feedback to improve our services for the future. Your feedback helps us to become better and makes sure we can give you and others the best possible service.

Our contact details:

Email: [email protected]
Phone: 01633 620111
Letter: Customer Quality Officer, Ty Bron Afon, William Brown Close, Llantarnam Industrial Park, Cwmbran, Torfaen NP44 3AB.