Page 2 - Complaints Policy
P. 2

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 speak
to the staff member responsible for delivering the service, advising them of the
reasons for your dissatisfaction. If the complaint relates to the conduct of the
staff member, you should direct your complaint preferably in writing to a
manager as relevant depending on the nature of your complaint.
(Paul Fox, Property & Procurement Manager, Mrs Martina Cranny, Housing &
Operations Manager, or Elaine McGonigle, Finance Manager) Complaints made
via the telephone should be followed up in writing within seven days.
Rural Housing Association will acknowledge your complaint within 5 working
days of receipt and will provide a full reply within 15 working days.
Where it is not possible to examine all facts in a particular case fully and reply
within fifteen working days the complainant 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:
Mr Paul Fox, Property & Procurement Manager, Mrs Martina Cranny, Housing &
Operations Manager, or Elaine McGonigle, Finance Manager at 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, 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, Rural Housing Association, Tollgate House,
2 Killyclogher Road, Omagh, BT79 0AX
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