making a complaint - a user guide

Before you make a complaint
If we have failed to provide an adequate service, we would like you to tell us what you feel we have done wrong and what you would like us to do now to remedy the situation. We will also use your complaint to work out how to prevent the problem occurring again in the future.

However, before you make a formal complaint we do expect that you have made a reasonable effort to resolve the problem with the member of staff concerned. This is particularly important if you made your initial request through the helpdesk, but the matter was to be forwarded to another department. If you are not sure who to speak to about a particular problem, you can ask your co-op support officer or the helpdesk.

In particular, if your complaint is about a repair or about the behaviour of neighbours, we would ask you read the information in the leaflet and make sure that you have discussed the problem with the appropriate person. This will ensure that the problem is dealt with as quickly as possible.

While we would normally expect you to talk to the staff member responsible for resolving the problem, we accept there may be some occasions where this is not possible. If you do not feel able to resolve the issue with the officer concerned, you can either ask to speak to their manager or proceed to make a formal complaint.