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When Things Go Wrong

While we aim for a high standard of service all the time, we know that we do not manage it all the time. You can help us improve our service by letting us know when the service is not as good you would want. We use your complaints to see where our service is not as good as we would like and how we can improve it. We treat complaints very seriously, confidentially and deal with them as quickly as possible.

Who can make a complaint?

Anyone can make a complaint about any aspect of Hexagon’s service, including tenants, leaseholders and applicants for housing. You can ask a friend or relative to complain on your behalf – although we will need to be clear that they are acting for you.

What can you complaint about?

You can use our Complaints Procedure if:

• We have done something incorrectly or badly which has resulted in your getting less than the promised standard of service, such as:
• Being given inaccurate information
• Unclear or incomplete replies to enquiries
• A complaint about the type of property you were offered
• Doing something we should not have done, such as
• Discriminating against you
• Being rude
• Breaking appointments without telling you
• Failure to do something we should have done, such as
• Taking too long to answer your letters/queries
• Failing to have procedures for dealing with your query

What you cannot complaint about:

• Anything which happened to you over a year ago and which you did not report as a problem at the time
• A policy decision which has been properly arrived at
• Anything already considered by a Court or the Independent Housing Ombudsman

How to complain

Before making a complaint you may wish to try and resolve the matter informally by talking to the member of staff you were dealing with on the query. If you still wish to make a formal complaint, it is a good idea to use the form in the complaints procedure – if you want a copy please contact the Customer Service Centre on 020 8778 6699.

There are three stages to our complaints procedure:

Stage Response Time (days)
1 The Manager of the service about which you are complaining will investigate your complaint 10
2 If you feel the result is unsatisfactory, you will be able to ask for a more senior manager to the person who dealt with the complaint at Stage 1 to try to resolve the matter 10
3 If you are still not satisfied, you can refer the complaint to the members of the Board of Hexagon 20

Ombudsman Service
If you are not satisfied after the Association’s Complaints Procedure has been exhausted, you can take your case to the
Independent Housing Ombudsman – see below for details. This service is completely independent of the Association and is free
to tenants. If you would like a leaflet about the Ombudsman Service, the Customer Service Centre will be happy to send you
one.

Address
Independent Housing Ombudsman
Norman House
105-109 Strand
London
WC2R 0AA
Other contact details
Telephone 020 7836 3630
0845 7125 973 (lo-call)
Fax 020 7836 3900
Website http://www.ihos.org.uk
Email ombudsman@ihos.org.uk

Going the Extra Mile

While we expect Hexagon staff to provide you with a high quality of service all of the time, it is always good to know when you think that staff have provided you with an excellent service by doing that little bit extra to ensure that your problem was sorted out. We have a system of Staff Excellence Awards, so if you think that the person you dealt with went that extra mile – please do let us know by contacting the Operations Director.

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