At Rural Housing Association we try to provide the best possible service, but we dont 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 fo 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 quidelines 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 managment of the assciations's affairs is the direct esponsibility 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 consequences the Complaints Procedure detailed herein has ben drafted and approved by the board of managament to assist those wishing to make a complaint against the Association to have their case dealt with as quickly and efficently as practically possible.


Complaints Procedure

Stage One

A tenant, member of the public or organisation who fell aggrieved by a decision or action of the Association or member of staff should, in the first instance, lodge their complint in writing directly to Mr Stephen Fisher, Housing management Executive. Telephone Complaints should be followed up in writing within seven days.

Mr Fisher will acknowledge receipt of the complaint in writing and respond within ten working days of receipt of the intial letter of complaint. Where it is not possible to examine all facts in a particular case fully and reply within ten 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 Assocition's service or against members of staff should be addressed to:

Mr Stephen Fisher

Housing Management Executive

Rural Housing Association

64a Derry Road

Omagh

Co Tyrone

BT78 5DY

If the complaint is not satisfied with the response received or if a reply has not been made within the specified tim 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 Chief Executive it is not necessary to go through the Stage One Procedure, Stage Two should be initiated in such circumstances.


Stage Two

Where complaint has not received a satisfactory to a complaint or not received a response within the time stipulated he / she should write directly to the Cheif Executive, Mr patrick McGurk enclosing a copy of their original complaint and a letter detailing the reason why they are not satisfies with the response. Correspondence should be addressed to:

Mr Patrick McGurk

Chief Executive

Rural Housing Association

64a Derry Road

Omagh

Co Tyrone

BT78 5DY

The Cheif Executive will ackowledge the complaint in writing immediatey and provide a detailed response within ten workig days of reeipt. Where it is not possible to examine the facts in relation to a particular complaint fully and provide a reply within ten 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 Cheif Executive or if a response has not been received within the specified time or any later time stipulated by the Cheif Executive in writing the complaint may then proceed to Stage Three of the Complaints Procedure.


Stage Three

Where a complaint has not received a satisfactory response after going through Stage One (where applicable) and Stage Two he / she should write to Mr Alistair mcKane the Chairman of the Board of Management at the following address:

Mr Alistair McKane

Chairman

Rural Housing Association

64a Derry Road

Omagh

Co Tyrone

BT78 5DY

Correspondence to the Chairman must be marked Private & 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.

In the event of a complainant being dissatisfied with the response from the Chairman or if the response has not been received within the specified date or any later date advised by the chairman the complainant may then progeress to Stage Four.


Stage Four

If following the Chairman's investigation you are still not satisfied with the resolution of the matter, you may ask the Northern Ireland Ombudsman's Office to investigate your complaint, the address is listed below. The Ombudsman's Office expect complainants to have first used Steps 1, 2, and 3 of this procedure before referring complaints to them for investigation:

Northern Ireland Ombudsman's Office

Freepost BEL 1478

Belfast

BT1 6HN

http://www.ni-ombudsman.org.uk