Complaints and compliments procedure
Stage 1
The member of staff who receives your complaint will acknowledge it within 3 working days from the date received. The complaint will be allocated to the investigating officer who will explore and respond to you in writing, within 15 working days from the date received. We will also follow up any action agreed to help resolve your complaint.
The investigating officer must inform you of your right to escalate your complaint to Stage 2 if you are unhappy with the outcome, within 20 working days from the date of the response letter.
Stage 2
If you are dissatisfied with our attempt to resolve your complaint within 20 working days of the date of the response letter, your complaint will be passed onto the Head of Service, to arrange an investigation and respond to you within 15 working days from the date your response was received. The Head of Service must inform you of your right to escalate to Stage 3 if you are still unhappy with the outcome within 20 working days from the date of the response letter. In this case the Managing Director may wish to review the complaint in order to resolve it with you.
Stage 3 - Appeals Panel
If you are still dissatisfied with our attempt to resolve your concerns within 20 working days of the date of the response letter, the complaint will be referred to the Managing Director of MHT London, who must acknowledge your complaint within 3 working days from the date received, explaining to you that your complaint has moved to Stage 3 and will be heard by an Independent Appeals Panel. The Managing Director will arrange for a complaints panel to review the complaint within 20 working days from the date received, and must inform you of your right to appeal to The Independent Housing Ombudsman if you unhappy with the outcome, within 12 months from the date of the incident.
Taking your complaint further
If you are not happy with our response to your complaint you can ask the independent Housing Ombudsman Service to consider your case.
Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Tel: 020 7421 3800
Fax: 020 7831 1942
Email
Website