Complaints

Milnbank Housing Association’s definition of a complaint is:

“An expression of dissatisfaction by one or more members of the public about Milnbank Housing Association’s action or lack of action, or about the standard of service provided by or on behalf of Milnbank Housing Association”

A customer can make a complaint: 

• In writing
• In person
• By telephone
• By email to admin@milnbank.org.uk
• By having someone complain on their behalf

There are 2 different categories of complaint:

Stage 1 Complaints

Stage 1 complaints are for issues that are straightforward and easily resolved, requiring little or no investigation.

This is dealt with by ‘on-the-spot’ apologies, explanation, or other action to resolve the complaint quickly within 5 working days or less, unless there are exceptional circumstances.

Stage 2 Complaints

Stage 2 complaints are those that are not suitable for frontline resolution and not all complaints can be resolved at that stage.  These type of complaints typically require a detailed examination.

These complaints should be resolved within 20 working days.

Improvements to Services

As a result of the complaints received Milnbank Housing Association looked to see what improvements could be made to the services.

From the complaints a review of how improvement works were carried out.  This review has resulted in a dedicated ground works team to focus solely on this type of work.

A breakdown of the number of complaints received and whether or not they were upheld is noted below:

ANTI-SOCIAL COMPLAINTS

Anti-Social Behaviour is dealt with separately through the Dealing with Anti-Social Complaints Policy.

For the year 2018/19 there was a total of 140 anti-social complaints received.

From this total 131 were resolved within the financial year and 128 (91.4%) were resolved within the targets included in the Policy at the time.

From 1st April 2018 the Policy was reviewed and the targets were adjustment to allow staff more realistic targets to resolve complaints.

Click here for a summary copy of the Associations Complaints Handling Policy.

Click here for a copy of the Association’s Complaints Handling Policy.

Click here to view some complaints and compliments we have received.