North Wales Housing

Providing tenants with the best possible customer service is one of the most important priorities of North Wales Housing throughout the Association and in all departments.

We do however acknowledge that things can go wrong and sometimes tenants may not be happy with the services we offer and NWH have a simple complaints procedure in place for times such as these.

It can be hard to differentiate a formal complaint from the Day to Day problems and requests for service that occur.

A complaint is;

‘a formal expression of dissatisfaction, whether oral or written, and whether justified or not, about North Wales Housings provision of or lack of provision to provide the standard of service we promise.’

North Wales Housing will investigate a complaint if one of the following concerns has been raised:

• An expression of dissatisfaction about the standard of service.
• Action or lack of action by North Wales Housing affecting a customer or group of customers.
• An allegation from a customer that North Wales Housing has failed to observe proper procedures.
• An allegation that there has been unacceptable treatment of an individual or lack of action taken with in dealing with a matter by a member of staff.

Complaints should not be passed on to the Tenant Engagement coordinator when the following circumstances apply:

• This is the first contact regarding the issue
• The correct department has not had the opportunity to address the issue.
• The association/department has not had sufficient time to respond to the issue.

There are certain concerns that will not be dealt with through North Wales Housing complaints procedure:

• Issues which have their own specific appeals procedure.
• Issues regarding Anti-Social behaviour.
• Issues with services provided by other organisations. (For example bin collection, housing benefit).

These issues are covered by separate procedures, however, if there is doubt you can contact the Tenant Engagement Coordinator who will advise you on which procedure to follow and will pass on your concerns to the relevant person(s). If for any reason there is not an appropriate procedure available or there is doubt about the suitability of which procedure to use, then the Complaints Procedure will be adopted.