COMPLAINTS

A complaint is defined as:​

An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.

​Our complaints responses are not being dealt with in the way that they should be. We are currently working with Westminster City Council, who manage our formal complaints to improve this service. Our complaints service objective is outlined below. Objectives have been set to drive our individual and collective accountability for complaints, and is essential for maintaining the high standards of service and care we aim to provide to our residents. We are committed to managing complaints effectively and efficiently, ensuring that we respond to residents in a timely manner and improve our service quality going forwards. This is something that you have told us you want to improve and we are taking steps to fix it.omplaints responses are not being dealt with in the way that they should be, we are currently working with Westminster City Council, who manage our formal complaints to improve this service. Our complaints service objective is outlined below. Objectives have been set to drive our individual and collective accountability for complaints, and is essential for maintaining the high standards of service and care we aim to provide to our residents. We are committed to managing complaints effectively and efficiently, ensuring that we respond to residents in a timely manner and improve our service quality going forwards. This is something that you have told us you want to improve and we are taking steps to fix it.