Complaints
First step
Contact us by telephone, in writing, ONLINE or call in person to register your complaint. We will endeavour to deal with your complaint straight away, but if for any reason we cannot, we will contact you within 2 working days and advise you of a contact person, telephone number and date for the complaint to be resolved. Most problems are dealt with at this point.
Stage one
If you are not happy with the outcome of your initial enquiry, you have the right to ask for a review by the Head of Service who will consider how CPH has dealt with your issue. The formal complaint should include:
- your name and contact details
- details of the complaint
- the action you have taken so far to resolve the matter
- what you would like to do about your complaint.
We will reply to your complaint within 10 working days with a resolution.
Stage two
If you are not satisfied with the reply you may wish to appeal the decision and must do so within 20 working days of receiving the reply. You should ask that your complaint be referred to the Managing Director. The Managing Director may refer you complaint to mediation. The Managing Director will respond to your complaint within 10 working days.
Final stage: Independent review
If you are not satisfied with the response from the Managing Director or the outcome of mediation, you can appeal. You must appeal within 20 working days of receiving the response from the Managing Director. An appeal panel made up of our Board members will hear your complaint. You will receive a response from the appeal panel within 10 working days.
Taking your complaint further
If you are still dissatisfied, you can complain to the Independent Housing Ombudsman. The Ombudsman can be contacted at:
Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Tel. 020 7421 3800
Lo-call. 0845 7125 973
Minicom. 020 7404 7092
Fax. 020 7831 1942
Email
You may also wish to contact the Citizens Advice Bureau, a solicitor (who may charge you for a consultation), your councillor at your local town hall and/or your MP at the House of Commons, London SW1 0OA.