Customer Feedback

Customer Feedback

Have you tried our resident's portal yet? It's easy to register and use - you can view your rent balance, pay your rent, raise non urgent repairs or contact us to ask a question.....

Click here to register for the portal.....

Your feedback is extremely important to us

We aim to provide excellent services to our customers, and are keen to gain feedback, to find out how we are doing. We use feedback from customers to do more of the things they say we are doing well, and to learn from, and make improvements to our services, where we have fallen short of expectations.

We have a set of Customer Service Standards in place. These standards set out the services you can expect from us and our commitments to customers.

If you would like to provide us with feedback, there are four ways you can do this:

General Feedback or Suggestions

Email: By sending an email to: feedback@castlesandcoasts.co.uk

In writing:

Customer Experience
Team Castles & Coasts Housing Association
Stoneleigh
Park End Road
CA14 4DN

Telephone: 0800 085 1171

Online: By completing an online form:

Resident involvement

Resident involvement

We have a range of opportunities available for residents who would like to be involved in shaping our services with us. You can take part in one of our Resident Feedback Groups, or you can register your interest to become a member of our Residents Scrutiny Panel which we will be establishing during autumn/ winter 2018.

Residents Scrutiny Panel

Members of the panel will meet quarterly and will lead specific work streams to look at particular areas of service, and make recommendations as to how we can improve this service.

A selection process will take place for our Scrutiny Panel. Successful members will be provided with training and support to carryout this role.

Resident Feedback Groups

Resident Feedback Groups are one-off ‘task & finish’ groups to look at a particular service area, policy or contract. 

They provide residents with an opportunity to provide their feedback and suggestions about the specific subject.

Residents can take part in these groups;

  • in person
  • over the phone
  • by providing us with feedback before a group by email, or in writing

  

We will hold approximately six feedback groups a year, each one will have a specific focus on a particular service area, these include;

  • Repair’s & Maintenance
  • Grounds Maintenance
  • Communal Cleaning
  • Housing
  • Customer Services
  • Contract Procurement
  • Income Collection
  • Policies

If you are interested in taking part, please let us know if you are interested in a particular area of our business

If you do not have a preference and are willing to take part in any of these groups, please also let us know.

If you would like to take part in any of these resident involvement opportunities, or would like to find out more, please contact us:

Email: feedback@castlesandcoasts.co.uk

Please provide your name, address and contact details. Could you also let us know which of the groups you are interested in taking part in, and how you prefer to take part (in person, by phone, by email, or in writing).

In Writing:

Customer Experience Team
Castles & Coasts Housing Association
Stoneleigh
Park End Road
CA14 4DN

Telephone: 0800 085 1171

Please provide your name, address and contact details. Could you also let us know which of the groups you are interested in taking part in, and how you prefer to take part (in person, by phone, by email, or in writing).

We look forward to working with you.

Compliments

If you would like to compliment us on a service we have provided, or about a member of staff, or one of our contractors. We would love to hear from you.

You can share your compliment with us in the following ways:

Online: By completing an online Compliments Form

In Writing:

Customer Experience Team
Castles & Coasts Housing Association
Stoneleigh
Park End Road
CA14 4DN

Telephone: 0800 085 1171

We will acknowledge the receipt of your compliment within 5 working days and will thank you for taking the time to provide us with your feedback.

Complaints

If we have failed to meet your expectations, please tell us. We want to hear from you. As a customer of Castles & Coasts, you have the right to make a complaint if you feel we haven’t met your expectations or have failed to deliver one of our Customer Service Standards (link to standards).  We are dedicated to resolving any issues quickly, fairly and transparently, and to ensuring customers are kept up to date at each stage.

Who can make a complaint?

Anyone who is affected by our services can make a complaint.

Is there a time limit on when a complaint can be made?

Yes, in line with our Customer Feedback Policy, complaints should be made within 6 months of the occurrence of the event which you wish to complain about.

How Can I make a Complaint?

You can make a complaint to us in the following ways:

Online: By completing an online Complaints Form

In Writing:

Customer Experience Team
Castles & Coasts Housing Association
3 Castle Street
Carlisle
Cumbria
CA3 8SY

Telephone: 0800 085 1171

What Happens When I Make a Complaint?

We will acknowledge the receipt of a complaint within 1 working day of receipt.

At this stage, the complaint will become a Stage 1 Complaint in line with our complaints procedure, and will be assigned to a Nominated Stage 1 Complaints Manager. This is usually the manager of the service area the complaint relates to. They may want to contact the customer for further information, or to discuss the outcome the customer would like to achieve, in order to fully investigate the complaint.

The Nominated Complaint Manager will investigate the complaint and will aim to provide an outcome to the customer within 5 working days. If this is not possible, they will contact the customer within 5 working days, to let them know when you can expect an outcome.

If the customer is not satisfied with the outcome of the complaint at  stage 1, they can contact us, to escalate the complaint to the next stage in our process. The customer  will need to contact us to escalate the  complaint within 10 working days of receiving our Stage 1 outcome letter.

At this stage the complaint becomes a Stage 2 Complaint and will be assigned to a Nominated Stage 2 Complaint Manager. We will acknowledge the escalated complaint, within 1 working day of receipt.

The Stage 2 Complaint Manager is usually the Director of the service area the complaint relates to. The Nominated Complaint Manager will investigate the complaint and will aim to provide an outcome to the complaint within 5 working days. If this is not possible, they will contact the customer within 5 working days, to let them know when they can expect an outcome. They may need to contact the customer for further information in order to fully investigate the escalated complaint.

If the customer is not satisfied with the outcome of Stage 2, they can contact us to escalate their complaint to Stage 3. They will need to contact us to do this within 10 working days of receiving our Stage 2 outcome letter.

At this stage the complaint becomes a Stage 3 complaint, this is the final stage in our complaints process. We will acknowledge the receipt of the escalated complaint within 1 working day.

At this stage, the complaint will be investigated, managed and responded to by a Complaints Hearing Panel (CHP)

The CHP is chaired by a member of Castles & Coasts Board and will consist of 3 Board Members, where possible, one of the members should be a Resident Board Member. The customer may be invited to attend the panel, should the panel require further information. 

At this stage, the complaint has completed the Castles & Coasts complaints process. Below is information of further steps customers can take, should they not be satisfied with the outcome of the complaint further to Stage 3.

Process for further escalation of complaints

We are committed to resolving complaints and reaching an agreed outcome with our customers. However, if they feel we have not managed their complaint to their satisfaction, or are not in agreement to the outcome provided, there are ways in which customers can further escalate a complaint upon exhaustion of our 3 stage complaints process.

The next step for customers is to contact a ‘Designated Person’; this is an MP, Local Councillor, or a recognised tenant’s panel. Customers should send the Designated Person the details of their complaint, why they remain dissatisfied and what they feel Castles & Coasts could do to resolve the issue.

The designated person can then deal with the matter in a way they feel will resolve the complaint, or they can refer the complaint to the Housing Ombudsman. There must be a period of 8 weeks between the outcome of stage 3 of our complaints process being provided to the customer, before the Ombudsman will consider the case.

If the designated person refuses to deal with the complaint, or if the customer does not wish to contact a Designated Person, the customer can refer the complaint to the Housing Ombudsman themselves. Again, they must wait 8 weeks after the outcome of stage 3 before the Ombudsman will consider the case.

Details of how to contact the Housing Ombudsman, and the services they provide can be found below:

Online: www.housing-ombudsman.org.uk

By Phone:  0300 111 3000

Anonymous complaints

Anonymous complaints will be investigated where the customer provides sufficient information to identify an issue of concern. In some cases it may be necessary to refer the issues raised to our Whistleblowing, Safeguarding, Anti-Social Behaviour or Anti Fraud Policies, if appropriate. If this is not necessary, then the complaints procedure will be followed.

We will investigate the complaint, and agree the most appropriate action. As the complaint is anonymous, we are unable to contact the customer to provide an outcome to the complaint.

Unreasonable, Persistent or Vexatious Complaints

We are committed to dealing with complaints fairly and impartially; however, on some occasions, we may receive complaints which are unreasonable, persistent, or vexatious, where it is not possible to reach a reasonable solution through our complaints process.

As outlined within our Unacceptable Behaviour & Unreasonable Demands Policy, what we consider to be unreasonable demands on our service will depend on the circumstances surrounding the complaint but could include:

  • Demanding a response within an unreasonable timescale
  • Demanding a service which is not provided by Castles & Coasts
  • Demanding to be dealt with by a particular member of staff and refusing to deal with others
  • Continual phone calls, letters or emails about the same issue, after a response has been provided
  • Changing the material of a complaint, or ‘masking’ the real issue, by raising unrelated matters
  • An unwillingness to accept that we may not be able to help any further than we already have, by persistently contacting us to complain about our action, decision or explanation
  • Personal or threatening behaviour towards staff

If we consider a complaint to be unreasonable, persistent or vexatious, we will agree how best to deal with the issues and will communicate this to the customer, by following our Unacceptable Behaviour & Unreasonable Demands Policy.

Loading...