Ladybur Housing Co-operative Limited. aims to provide a high-quality housing service but recognises that on occasions we may get things wrong and there is room for improvement. Tenants, applicants and others who use our services may be dissatisfied with the standard of service.

This complaints policy and procedure encourages tenants, applicants and nominees to request that their concerns are answered if in their opinion the Co-operative has

• Failed to do something it should
• Done something wrong or poorly
• Treated them unfairly

The procedure does not cover:

• An appeal against the decision of the selection committee on an offer of accommodation (see Lettings Policy)
• Initial request for a service
• Initial request for information of co-operative policy and practice

The Co-operative has a positive approach to receiving complaints believing that by being answerable to tenants and applicants about the standard of service, a good relationship can be achieved built on mutual understanding and a good quality of service. Complaints should give the Co-operative valuable information helping the continued review of policies and procedures.

The procedure does not change any of the other co-operative policies and procedures but provides a means of monitoring how they are implemented. We aim to act swiftly with fairness and transparency and will always act in a confidential and impartial way.

Legal remedies

Sometimes the subject for complaint could result in a legal action. Use of the co-operatives internal procedure does not prevent or prejudice tenants from seeking legal remedies. However, it should reduce the need for tenants to seek remedies by costly and time-consuming court actions.

Review

This Policy will be reviewed and updated from time to time.