North Wales Housing (NWH) is committed to dealing effectively with any concerns or complaints you may have about our service. We aim to clarify any issues about which you are not sure.
If possible, we’ll put right any mistakes we may have made. We will provide any service you’re entitled to which we have failed to deliver. If we got something wrong, we’ll apologise and where possible we’ll try to put things right. We also aim to learn from our mistakes and use the information we gain to improve our services. Our procedure is based on the guidance given to public bodies by the Complaints Standards Authority.
What is classed as a complaint?
A complaint is:
- An expression of dissatisfaction or concern
- Written or spoken or made by any other communication method
- Made by one or more members of the public (someone or a group in receipt of or denied a service to which they are entitled by NWH)
- About NWH’s action or lack of action or the standard of service provided
- Something which requires a response
What is not covered by our complaints procedure?
- An initial request for a service, such as reporting a repair
- An appeal against a ‘properly made’ decision
- Issues regarding anti-social behaviour
How to make a complaint?
A complaint may be made by letter, email, verbally in person, or verbally over the phone. A complaint should be made within 6 months of the relevant occurrence. However, there can be exceptions to this if there is a good reason. You may ask an advocate to act on your behalf providing we have written consent from you, or the parties involved, or where there are documents that allow advocates to act on behalf of an individual who lacks capacity (as defined by the Mental Capacity Act 2005).
Email: [email protected]
Phone: 01492 572727
Letter: North Wales Housing, Plas Blodwel, Broad Street, Llandudno Junction, Conwy, LL31 9HL
