Making a complaint

Have you ever felt unhappy or dissatisfied with a service you've received from us? 

Unfortunately, there are times when things go wrong and as part of our commitment to high-quality services we would like to ensure that we listen to your feedback, whether by suggestions or complaints.

 

We define a complaint as 'An expression of dissatisfaction about our services (whether that service is
provided directly by the Co-op or by a Contractor or Partner), that requires a response'.

All complaints are important to us because they tell us what you think of our services.

We know there is always room to improve and so we want to make every effort to put things right as quickly as
possible.

Residents can raise a complaint via the following means:

 Telephone: 0207 498 3664
Email: housing@careygardens.co.uk
Letter: 296 Carey Gardens, London SW8 4HW

 

•  Telephone or send an email/ letter marked for the attention of the person they have been
dealing with, to raise the concern (except where the complaint is about a person, in which case
the manager can be contacted or more senior officer/ RMO Chair).

Manager: Natalie Collman
RMO Chair: Omar Jallows

Details of the complaint

 

Complaints should include:
• Contact details
• All the relevant points of the complaint. It would be helpful if they were in a numbered list
• Be clear about what is hoped to be achieved and what will put the matter right. The desired
outcomes should be fair and proportionate to the issue raised.

 

We understand that a complainant may feel strongly about the issue but would ask that you are
polite and refrain from being aggressive

Procedure to follow

Stage 1 – Investigation (20 working days)
Submit complaint to the Co-op as per above.
- We aim to send you a response within 20 working days - if we cannot reply within this time,
we will let you know the reason why - We will tell you who is dealing with your complaint and when you can expect to get a
response - A service manager will investigate your Stage 1 complaint
If you are not satisfied with our Stage 1 response, you can escalate your complaint to Stage 2.
The complainant must submit their request for a review within 20 working days of receiving the
Stage 1 response and will need to explain why the Stage 1 response has not resolved the complaint
and what outcome they are seeking in order to resolve the matter at Stage 2. The process is then as
follows:

Stage 2 – Review (15 working days)
Submit complaint to Housing & Regeneration Department via email or online using the
Wandsworth council website complaint portal.

Email: HRDirectorate@richmondandwandsworth.gov.uk
- We aim to send you a response to Stage 2 within 15 working days - if we cannot reply within
this time, we will let you know why, and when you can expect to get a response - The Housing & Regeneration department will review our response at Stage 1, and then write to
you with their decision for Stage 2.

Beyond Stage 2
Submit complaint to the Housing Ombudsman
- If the complainant is still dissatisfied, they may contact the Housing Ombudsman Service
(HOS). They are independent services and can investigate to see if a local authority has acted unfairly or if you have been caused an injustice.  The Housing Ombudsman will deal with all complaints about the Councils’ landlord function from its tenants and leaseholders. 

N.B. You can contact the Housing Ombudsman service at any time but you will normally be asked
if you have completed both stages of our complaints procedure in the  first. instance. 

Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ
Telephone: 0300 111 3000

Anonymous Complaints
We take all complaints seriously and whilst we do accept and review anonymous complaints, due to the anonymity of such complaints, we will usually be unable to provide a response or update on the outcome unless a contact details are provided. We will however attempt to provide general feedback where the nature of complaint is considered reasonable to do so.