Complaints

We have recently updated our complaints procedure. If you have submitted a complaint after 1st November 2018, it will be dealt with according to the new procedure.

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

  • Telephone
  • Letter
  • Visting us in your Local Housing Office, the Council House 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:

Step one - dealing with your complaint

We aim to resolve all complaints first time. When we receive your complaint we will:

  • acknowledge your complaint within two working days
  • investigate and respond to you within ten working days.

  • review all available evidence relevant to the investigation
  • discuss the outcomes of the investigation with you and provide a written record of this
  • record all information on our Housing Management system

Appeals

In rare circumstances, where a complaint has not been resolved satisfactorily and the customer can provide reasons why the complaint has not been fully investigated, a single stage appeals process may be invoked.

Appeals will be considered either by the relevant Head of Service or the Customer Service and Equalities Manager. They will appoint a Manager to investigate the appeal.

If you are still dissatisfied

If you’re still not satisfied after the appeal process has been carried out, the following options are available:

you can request that your complaint be considered by a designated person' - this will be an MP, a local Councillor or a recognised Tenant Panel. They will either try and resolve the complaint themselves, or refer the matter directly to the Housing Ombudsman.

or

you can contact the Housing Ombudsman yourself if more than eight weeks have passed following the completion of our internal complaints process.

Petitions 

We will acknowledge your petition within four working days, investigate it within 15 days, and then report it to our Operational 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. 

 

Paying Compensation to You

We are committed to delivering high standards and will pay compensation to you if we fail to meet our published standards in the following areas:

Right to Repair

You have the right to have certain repairs done within set time limits.

If we do not complete a qualifying repair within the set time limits, you have the right to ask us to arrange for another approved contractor to carry out the work. If this contractor fails to carry out the work, you may get compensation.

The timescales for carrying out repairs can be found here:

www.derbyhomes.org/housing-services/maintenance

Missing a home visit appointment

We will pay £10 if we miss an appointment made with you. This includes if we are more than 30 minutes late for an appointment and fail to contact you to let you know. This applies whether the appointment is written or verbal.

Compensation can also be claimed if we have arranged for an external contractor to visit you and the appointment is missed.

For more information about missed appointments go to:

www.derbyhomes.org/maintenance/missed-appointments

We will pay £10 for each letter that isn’t acknowledged within 3 working days

This compensation scheme covers letters addressed and delivered to a specific housing office for issues that are able to be resolved by that housing office (for example, if you contact your Local Housing Office to inform them of a fly-tipping issue on your street).

Please note, this does not apply to emails.

Communal Door Entry system

We will pay £5 for each four week period that the system does not work.

Compensation is not payable where the loss arises as a result of negligence by the tenant or failure to confirm with tenancy conditions, or if it is the result of a third part (for example, water, gas or electricity suppliers).

Useful Contacts

Customer Experience Officer

Derby Homes
839 London Road
Alvaston
Derby
DE24 8UZ

housing.complaints@derbyhomes.org

 

Corporate Complaints Officer

Derby City Council
The Council House
Corporation Street
Derby
DE1 2FS

 

Local Government Ombudsman

PO Box 4771
Coventry
CV4 0EH

Tel: 0300 061 0614