What is a complaint?

30 January 2017
View more in Advice and support

North Wales Housing values feedback from our tenants, we use this feedback to improving the services we offer you.

We even value complaints. But what exactly is classified as a complaint? In this article, suggested by the Residents’ Advisory Panel (RAP) we clarify what is a complaint and what it isn’t covered by our complaints procedure.

What is classed as a complaint?

A complaint is where a customer is unhappy with the service they have received from NWH or any of our contractors. This includes occasions where you believe that:

  • We have done something we should not have done
  • We have not done something we should have done
  • The behaviour of a NWH employee (or a contractor) has been inappropriate
  • A service we provided has not been delivered to the quality, safety, frequency or cost expected
  • Our decision making process has been flawed
  • NWH have worked outside policy or protocol

What is not covered by our complaints procedure?

  • This is the first contact regarding the issue
  • The correct department has not had the opportunity to address the issue
  • Issues regarding anti-social behaviour

You can find out more about our complaints procedure, or submit a complaint (or compliment!) by vising our complaints page here.