When things go wrong

We always try to get things right first time. However, we appreciate this doesn’t always happen.

This leaflet gives you more information about what you can do if you are not satisfied with the service you have received from Derby Homes.

We take all complaints seriously and believe that we can learn from our mistakes to improve our service in the future.

Please talk to us, if you are dissatisfied with any of our services. You should first contact the staff who provided the service. If you remain dissatisfied you can speak to their line manager.

If you are still not happy, complete this form and we will follow these easy stages.

Stage one – dealing with your complaint

We will:

• acknowledge your complaint within 2 working days
• write a full response to you or update you within 10 working days.

Stage two – if you are still dissatisfied

We will:

• contact you within 2 working days
• meet with you to discuss your complaint
• write a full response to you or update you within 10 working days
• send you details of your right to appeal.

Stage three - appeal stage

You must appeal within 15 working days of receiving our stage two response.

We will:

• arrange for your appeal to be heard within 20 working days by an appeal panel of the Derby Homes Board

• provide you with written confirmation of the appeal panel decision.

The appeal panel is made up of three members of the Board of Derby Homes.

You can also obtain a copy of this form from your Local Housing Office, or writing to or contacting the Customer Complaints Officer, Derby Homes, 2nd Floor South Point, Cardinal Square, 10 Nottingham Road, Derby DE1 3QT, telephone 01332 711082 or email housing.complaints@derbyhomes.org

If you are still dissatisfied after the complaints process is complete you can contact the Corporate Complaints Officer, Derby City Council, The Council House, Corporation Street, Derby, DE1 2FS

Telephone 01332 255538
Fax 01332 255500

You can also contact the Local Government Ombudsman who will investigate your complaint and how it has been handled by Derby Homes.

Local Government Ombudsman
Beverley House, 17 Shipton
Road, YORK YO30 5FZ

Telephone 01904 380200
Fax 01904 380269

Remedy and Compensation

There are various forms of action we can take to put things right if we
have made a mistake. We can:

• make an apology
• carry out work, such as repairs
• make a decision which should have happened before
• reconsider a decision
• improve procedures and train staff in the changes to procedure.

If we find you have been disadvantaged in some way either by the cause of your complaint or in pursuing it, we will consider paying you compensation.

Generally, compensation will be a payment in recognition of distress or inconvenience caused to you. This will be determined by the person who investigates your complaint.

 Customer Complaint Form - (245 kb)

You can also view our current Complaint Performance. (100KB)