Complaints and compensation
This information explains what to do if you are not happy with the service you have received from Helena Partnerships. It tells you how to complain, how we deal with complaints and what to do if you are not satisfied with our response. It also sets out Helena's policy on compensating customers.
How do I complain?
Your first port of call is our dedicated telephone helpline One Call. They will take details of your complaint and log it on our system. You can also email your complaint to complaints@helenapartnerships.co.uk, speak to any member of staff or put your complaint in writing.
We will need to take details of the Helena service you are unhappy with, who you have dealt with so far, and whether this is the first time you have complained. Of course we'll need your name and address and we'd also like to hear what you want from us to put the problem right.
If your complaint concerns a member of staff we will arrange for your complaint to be brought to the attention of their manager.
Helena has a procedure in place for dealing with complaints.
How can I expect my complaint to be dealt with?
We have a strict procedure in place for dealing with your complaint. And you can also expect certain things from us.
We will:
- Treat your complaint confidentially
- Treat you fairly and help you get across what is the problem
- Recognise you have the right to complain
- Not treat you differently because you have complained
- Deal with your complaint as quickly and efficiently as possible
- Tell you what is happening and when you can expect a reply
- Tell you how you can take things further if you are still not happy
We acknowledge receipt of your complaint within two working days. It will then be passed on to someone to deal with and they will contact you within five working days. Depending on the issue you have raised, they might contact you by telephone, letter or arrange to meet with you.
What if I am not happy with your response?
Our complaints process has a number of stages. If you are unhappy with the initial response you receive, your complaint can move up to the next stage where you will be dealt with by a senior manager. If you are unhappy with this response your complaint will then be dealt with by one of our Directors. At each stage we promise to try and respond within 5 working days. Finally, you can appeal in person to a panel made up of members of our Board of Management. This can be set up within 20 working days.
Any complaints beyond this stage must be taken outside the company to the Housing Ombudsman Service. This is an independent body set up to deal with complaints about housing. You must first have gone through the four stages of the complaints procedure before you can complain to the Housing Ombudsman.
The service can be contacted at:
- Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN - Tel : 020 7421 3800
- Fax : 020 7831 1942
- Lo-call : 0845 7125 973
- Minicom : 020 7404 7092
- E-mail : info@housing-ombudsman.org.uk
Can I receive compensation if my complaint has not been handled properly?
If a complaint or appeal is not dealt with in the set target times you may be entitled to compensation. Complaints of service failure are monitored by the Customer Service Development Manager and payments made automatically where targets have not been met.
Details of the compensation system are set out in the table below:
Helena Partnerships also has targets for meeting customer requests for information in other formats e.g. Braille, large print, alternative languages etc. If we do not meet these targets we will pay you compensation. Details are in the table below. Sometimes, the size and nature of the document and the workload of the contractor may affect our ability to meet the targets. We will tell you if this happens and you will be given a revised target date. If this date is not met, then compensation will be paid.
In what other cases might compensation be paid?
A manager investigating a complaint may agree to make compensation at their discretion in some cases. In such cases a payment for compensation could be mind or compensation in kind (for example decorating materials).
This might happen if:
- a customer suffers loss because we have not carried out repairs or maintenance properly (this is separate to the Right to Repair Legislation)
- a customer suffers loss due to other failures in service
- a failure of service causes distress
- a customer has to spend excessive time and trouble achieving a solution to a complaint
What happens if the Housing Ombudsman orders compensation to be paid?
If the Independent Housing Ombudsman Service decides compensation should be awarded, Helena Partnerships will honour this recommendation. These will be authorised by our Chief Executive.
If the complainant has a debt with Helena Partnerships any payment due may be deducted from the debt.
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