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 the amount of paper used was taken into account, with regards to putting notices through individual doors for staircleaning.  The paper usage has now halved following complaint received.

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 2019/20 there was a total of 117 anti-social complaints received.

From this total 110 were resolved within the financial year (94.02%).

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.