MAKING A COMPLAINT
At Rural Housing Association we try to provide the best possible service, but we don’t always get it right. When this happens we want to know about it. You have every right to complain to us if you are unhappy with our service.
A GUIDE TO THE ASSOCIATION COMPLAINT PROCEDURE
Rural Housing Association was registered with the Department for Social Development in March 1992 and is required to comply with the requirements of the Housing (Northern Ireland) Order 1992.
The Association is required to operate within stringent guidelines specified by the Department of Social Development and to provide a quality housing service to its tenants and the general public.
The Association is governed by a Board of Management who is responsible for making the strategic decisions affecting the Association's Business.
The day-to-day management of the association’s affairs is the direct responsibility
of the Chief Executive who reports to the Board of Management on a regular basis.
The Board of Management recognises that on occasions a tenant or member of the general public may have reason to make a complaint against a decision or action taken by the association or member of staff.
As a consequence the Complaints Procedure detailed herein has been drafted and approved by the Board of Management to assist those wishing to make a complaint against the Association to have their case dealt with as quickly and efficiently as practically possible.
Complaints Procedure Stage One: Officer/Manager
A tenant, member of the public or organisation who feels aggrieved by a decision or action of the Association or member of staff should, in the first instance, lodge their complaint preferably in writing directly to Mrs Martina Cranny, Housing Manager or Robert Clements, Technical Manager Officer as relevant depending on the nature of your complaint. Telephone Complaints should be followed up in writing within seven days. Rural Housing Association has a target of 5working days for acknowledging and responding to complaints received.
Where it is not possible to examine all facts in a particular case fully and reply within five working days the complaint will be advised accordingly, again in writing, and given a date by which a written response should be expected. Complaints about the Association's service or against members of staff should be addressed to:
Mrs Martina Cranny, Housing Manager (Acting) or Mr Robert Clements, Technical Manager (Acting) Rural Housing Association, Tollgate House, 2
Killyclogher Road, Omagh, BT79 0AX
If the complainant is not satisfied with the response received or if a reply has not been made within the specified time or any later time stipulated the complaint may progress to stage two. NOTE: Where a complaint is being made about a direct decision or action of the Managers’ detailed above it is not necessary to go through the Stage One Procedure, Stage Two should be initiated in such circumstances
Complaints Procedure Stage Two: Chief Executive
Where a complainant has not received a satisfactory response to a complaint or not received a response within the time stipulated he / she should write directly to the Chief Executive (Acting) Mr. Stephen Fisher, enclosing a copy of their original complaint and a letter detailing the reason why they are not satisfied with the response. Correspondence should be addressed to:
Mr Stephen Fisher, Chief Executive (Acting) Rural Housing Association, Tollgate
House, 2 Killyclogher Road, Omagh, BT79 0AX
The Chief Executive will acknowledge the complaint in writing immediately and provide a detailed response within five working days of receipt. Where it is not
possible to examine the facts in relation to a particular complaint fully and provide a reply within five working days the complaint will be advised accordingly in writing and given a date by which a substantive response should be received. If a complaint is dissatisfied with the response received from the Chief Executive or if a response has not been received within the specified time or any later time stipulated by the Chief Executive in writing the complaint may then proceed to Stage Three of the Complaints Procedure.
Complaints Procedure Stage Three: Chairman of the Board of Management
Where a complaint has not received a satisfactory response after going through Stage One (where applicable) and Stage Two he / she should write to the Chairman of the Board of Management at the following address:
Chairman, Rural Housing Association, Tollgate House, 2 Killyclogher Road, Omagh, BT79 0AX
Correspondence to the Chairman must be marked Private and Confidential. The Chairman will acknowledge all complaints in writing immediately and advise the complainant of the date on which a substantive written response will be provided.
The Chairman will investigate the full facts in relation to the complaint and a written response will normally be provided within ten working days of receipt.
This concludes Rural Housing Associations Complaints Procedure. CONTACT RURAL HOUSING ASSOCIAITON
Please use the following contact details if you require assistance with our Complaints Procedure or if you wish to forward a complaint to Rural Housing Association:
Rural Housing Association
2 Killyclogher Road
Complainants have a right to bring their complaints to the Commissioner for Complaints for Northern Ireland (The Ombudsman) for independent review. The Ombudsman’s office can be contacted for advice at:
Northern Ireland Ombudsman's Office
Freepost BEL 1478
Belfast BT1 6BR
Or by email: email@example.com
Please note that the Ombudsman normally expects a complainant to have used Rural Housing Association’s Complaints Procedure before bringing a complaint to him.