We want to hear the views of residents about our services
We want to hear the views of residents about our services
St Martins recognise the right of residents to make a complaint when we fall short of their expectations, the standards set by our regulator, or our organisational values.
St Martins is committed to an excellent service delivery and we view feedback and complaints as a valuable resource to help improve this. Feedback is essential for us to meet the needs and expectations of our residents. This can only be done by empowering our residents to speak up so we can hear what they dissatisfied with and put things right.
How to make a complaint or give feedback
Feedback can be given using any of the following ways:
- By phone to your service, or speaking to staff on site
- By completing a complaint form, local suggestion boxes, and house meetings.
- By e-mail to complaints@stmartinoftours.org.uk
- By using our online form
St Martins complies with the Housing Ombudsman’s code of conduct. Residents have the right to contact the Housing Ombudsman at any point in the complaints process to seek advice and guidance. The Housing Ombudsman can be contacted on their website at https://www.housing-ombudsman.org.uk/contact-us/.
To measure our performance against the Housing Ombudsman’s Code of Conduct, St Martins have completed a self-assessment as required. This shows our performance against the code, and areas we need to improve.
St Martins sees complaints as an opportunity to rectify issues, learn from the situation and make changes so this does not happen again. We believe that complaints are positive and allow us to improve the lives of our residents.
This current report, which will be shared with our Board, has been created in accordance with the Housing Ombudsman Complaint Handling Code.
Feedback
Our Board is keen to hear feedback from our residents and is committed to improving service delivery.
We want to hear from you about:
- when we have done something well.
- a compliment about our services or staff.
- a suggestion about how we could improve a service, procedure or process.
- constructive criticism that you may not wish to formalise as a complaint
St Martins want to know what we are doing well so that this becomes our standard across all services. You are welcome to use the complaint, suggestion and compliments form to let us know how we are doing.
Timescales for complaints
- All complaints will be acknowledged within five working days of receipt.
- Stage one complaints will be investigated and a written outcome provided within ten working days of the complaint being acknowledged.
- Stage two complaints will be investigated and a written outcome provided within 20 working days of the complaint being acknowledged.
- If there are extension then this will be agreed with you and a deadline will be given.