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Customer Feedback

Providing feedback on our services

  • Types of feedback
  • How to give feedback
  • Complaints procedure
  • What happens next?
  • Complaints about a partner or contractor
  • Compliments

    Happy with the service you’ve received? We’d love to know about it!

    If there is a particular person you have spoken to, or a service you think that we are really good at, or you may just want to say thank you, please let us know. Any compliment you give us will be forwarded to the person or service team you are praising.

    Complaints

    We always try to provide you with an excellent service but recognise that occasionally things can go wrong.

    If you have had a poor experience, please let us know. Your complaint is the first step in helping us to put matters right and making sure that services are improved where required. 

    A complaint, for the purpose of this procedure, is not any of the following:

    • A request for service (for example, reporting a repair)
    • A request for information, or explanation of livin’ policies
    • Any matter for which there is a right of appeal or redress
    • Something which happened or which the customer knew of more than six months before contacting livin
    • A complaint relating to antisocial behaviour (ASB), which would normally be dealt with under livin’ ASB policy
    • An issue that is currently subject to legal proceedings

    General comments and suggestions 

    Your comments may not be a compliment or complaint, but they are still important as they can help us to improve our services.

  • If you are a tenant of livin you can provide feedback via My livin Space. Alternatively you can do so using our online form or by live chat. 

    If you would prefer to speak to someone please contact us on 0800 587 4538 and we will be happy to help you. 

    If you wish to provide feedback in person or by letter our address is Farrell House, Arlington Way, DurhamGate, Spennymoor, Durham, DL16 6NL.

    Should you require a translator or interpreter to be able to provide feedback, please let us know. 

  • Informal 

    This is an opportunity to resolve issues at first point of contact. We aim to deal with informal complaints within 4 working days. 

    Stage 1 

    If you are not satisfied with the way we have dealt with your complaint during the informal process, you can ask to escalate your complaint to stage 1. If this is agreed your complaint will then be reviewed by an alternative investigating officer.  

    Stage 2

    If you do not consider the matter to have been dealt with at stage 1 in accordance with our Customer Feedback Policy, you can request escalation to stage 2.

    Designated person

    Following completion of a complaints investigation at stage 1 and 2, livins’ internal complaints handling process is complete. If you feel that your complaint has not been handled in accordance with livin’s policy you have the option of asking a ‘designated person’ to review the way the complaint has been handled on your behalf. The designated person(s) may be a Member of Parliament (MP) or local County Councillor. The designated person may choose to review the way that the complaint was handled by livin, act as advocate and advise you of the next course of action (if any) or refuse to review the matter and refer it to the Housing Ombudsman Service in writing. In these circumstances there is no requirement to observe the eight week delay for referrals.

    Housing Ombudsman Service

    If the complaint is about livin’s management of your home or quality of service, you may contact the Housing Ombudsman Service directly without approaching a designated person. However, you must wait for a period of eight weeks after the complaint has been formally closed at Stage 2 of livin’s procedure.

  • We will acknowledge all complaints within 2 working days.

    Stage 1

    We will acknowledge receipt of your complaint within two working days. This will be either verbally, in writing or by email, confirming the complaint you made, when we received it, and who will be responsible for handling and monitoring your complaint. We will aim to visit you to resolve Stage 1 complaints within 10 working days. If the investigation will take longer than this, we will update you in writing every 10 working days. Once the Stage 1 investigation is concluded we will write to you with our findings. If you do not consider the matter has been handled in accordance with our Customer Feedback Policy you can ask for your complaint to be investigated further, however you must do this within 14 calendar days of the date on your Stage 1 closing letter. Please note: We will not escalate your complaint if you simply do not agree with the stage 1 decision.

    Stage 2

    We will ask you why you think that your complaint has not been handled in accordance with procedure and for any other information to support your request. The Customer Service Manager will review your request within 10 working days and we will contact you to advise you of the decision. If your reasons are considered valid your complaint will be passed to one of our managers working in a service area unrelated to the one you are complaining about. They will visit you to investigate your complaint and aim to contact you with their findings within 10 working days. If the investigation will take longer than this, we will update you in writing every 10 working days. Once the Stage 2 investigation is concluded we will write to you with our findings. If you do not consider the matter has been handled in accordance with our Customer Feedback Policy you can ask a ‘designated person’ to review the way the complaint has been handled on your behalf. However you should do this within 14 calendar days of the date of your stage 2 decision.

  • If you have a complaint regarding one of our partner contractors, please let us know. As your landlord we need to know if the service you receive from our partners is not satisfactory. Complaints received about our partners will be logged and referred to the partner’s investigating officer for action. Our partners are expected to follow livin’s internal complaints policy and procedure and we will monitor their actions and response to your complaint and log the outcome.

livin continues to work with tenants to monitor, review and embed lessons learned from complaints. During 2015/16 we received 188 complaints, shown below by service: 

 

Repairs 64
Gas servicing 7
Void/planned works 7
Out of hours service 31
Property and development 37
Grounds maintenance 3
Income management 8
Technical services 1
Housing and communities 21
Customer services 9

 

 

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