Making a Complaint

We hope that the services you receive from us are of the quality you need. However
we know that there may be times when you are unhappy with the service you receive, or you may want to suggest a way to improve it.

The people who can best deal with most concerns are those who provide the service. We can normally resolve concerns, mistakes and misunderstandings quickly. However,
if we cannot sort out your problem this way, the complaints procedure is here to help you.

Your complaints are important to us. They help us to:

• Put things right when they go wrong
• Listen and learn
• Change and improve the way we provide services

So don’t be worried about telling us your concerns

When Should I Complain?

Our complaints procedure is intended for those times when you feel we have failed to deliver what we should. The standards we aim to achieve are set out in our service standards and customer service charter. If our service falls short,
you should make a complaint. Examples of when to complain are if we:

• Fail to take action after you first contacted us
• Failed to provide a service on time, or to the standard we promised
• Were not patient, helpful and respectful in dealing with you
• Provide a service that was unfair
• Got something wrong

The complaints procedure is not for everyday matters such as enquiring about repair progress or reporting neighbour disputes.

How Can I Complain?

We want to make it easy for you as possible to let us know if you feel something has gone wrong

You can complain:

• by telephone on 020 8672 1800
• in writing either by letter of completing a complaints form
• in person, at our offices
• over the internet by visiting www.imanihousing.org.uk
• by email info@imani.org.uk

If you need any help, please ask a member of staff.

You may also want to ask for help from your local councillor, a voluntary agency, relative or friend.

Our complaints procedure

• STAGE 1: We will acknowledge your complaint within two working days of receipt.
  Tell you who will be handling your complaint and when you can expect a response. We aim to respond
  to your complaint within 10 working days. If there are any reasons why this will not be possible,
  we will contact you and give you a new date for our response.
• STAGE 2: If you are not satisfied with the outcome of stage 1, you can take the matter further. We will
  include details of how you do this in your stage 1 response. At stage 2 your complaint will be investigated by
  the relevant head of service. Again, we aim to respond to your complaint within 10 working days.
• STAGE 3: If you are still not happy after the stage 2 response, you can ask for your complaint to be dealt with at stage 3. We will include details of how you do this in your stage 2 response. At stage 3 your complaint will be investigated and reviewed by The Chairperson and a nominated panel. We will carry out a thorough, independent review of your complaint and provide a response within 10 working
  days. We will write to let you know if it is going to take us longer.

Click here to download a copy of Imani Housing Co-operative’s Complaints procedure

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