Complaints

We try to get things right first time. However, we appreciate this doesn’t always happen. This Customer Care leaflet  tells you what to do if you’re unhappy with the service you receive. We take all complaints seriously and believe we can learn from our mistakes to improve our service in the future. 

What to do

You can make a complaint  by:-

Letter

Telephone

Completing the  downloadable form from this page

Email

Contacting us on line

Visting us in your Local Housing Office or at our Head Office

Our complaints procedure

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

 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 you can make a complaint and we will follow these easy stages.

 Stage one – dealing with your complaint

 We will:

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

 Stage two – if you are still dissatisfied

 We will:

• contact you within two working days
• meet with you to discuss your complaint
• write a full response to you or  update you within ten 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 Derby Homes Board.

 If you’re still not satisfied once all 3 stages of the Derby Homes complaints process is complete, you can then contact the Corporate Complaints Officer at Derby City Council or the Local Government Ombudsman

Petitions 

 We will acknowledge your petition within four working days, investigate it within 15 days, and then report it to our City Board. You can hand petitions in at any council office.

Insurance claims 

 We will respond quickly to any claims against Derby Homes or our contractors.  We will visit your home and send the completed claim form to our insurance section, or the contractor, within ten working days of receiving your claim.

 

Remedy and compensation

If we’ve made a mistake, there are several ways we try to put it right. We can:

• make an apology
• carry out work, such as repairs
• review a decision we’ve already made
• improve the way we do things and train our staff so the mistake doesn’t happen again.

If we find you’ve been disadvantaged in some way, either by the cause of your complaint or in pursuing it, we’ll consider paying you compensation. Generally, compensation will be a payment in recognition of distress or inconvenience caused to you. The person who investigates your complaint will determine the right level of compensation. See Customer care charter leaflet 9

We also offer compensation if we do not keep a repairs appointment we have made with you. Read more information about compensation for missed appointments here.