How to make a complaint

You can make a complaint at any office in person, by telephone, by fax, by email,

in writing or by completing the form included in the PDF file of our 'How to make

a complaint' leaflet which you can download here and a complaint form here.

Alternatively, call us on 0121 687 3133 and we will send you a copy. If you phone us,

we can record what you say on a form and send you a copy.

Your complaint can go through three stages of internal investigation, but if at the end you are still dissatisfied, you can take your complaint to an external, independent body called the Independent Housing Ombudsman.

The Independent Housing Ombudsman's contact details changed in February 2007.  The new details are:

Independent Housing Ombudsman Ltd

81 Aldwych

London WC2B 4HN

Tel          020 7421 3800

Fax         020 7431 1942

LoCall    084 5712 5973

Minicom 020 7404 7092

Our promises

  • All complaints will be taken seriously and investigated thoroughly.
  • We will take a fair and impartial approach in order to resolve your complaints as quickly and amicably as possible.
  • If you make a complaint it will not affect, in any way, any other application or contact you have with us.
  • We will deal with your complaints in the strictest confidence, unless you have agreed otherwise.

 

We want to investigate your complaints quickly and give you a satisfactory response.

It’s always a good idea to tell us about a complaint as soon as it happens. Sometimes if can be sorted out there and then with the person concerned. However, we know that sometimes you don’t want to do that, or maybe it’s too serious or upsetting to raise it at the time. Then you need to use our complaints procedure, and we want to make it as easy and painless as possible.

What is the definition of a complaint?

Whenever you feel you have been treated unfairly you can make a complaint.

That might be:

  • Where we have failed to deliver a service we promised;
  • Where we have given you a poor quality service;
  • Where we have made a mistake;
  • Where we have been unhelpful or discourteous;
  • Where one of our contractors has failed to do what they should.

An initial enquiry or request for action is not immediately considered a formal complaint. For instance, if you call us for a repair. However, if we fail to act on your enquiry and you have to contact us again, that would be considered a complaint.

For complaints about anti-social behaviour or for tenants requesting transfers, please ask a member of staff for more detailed information.

Who can complain?

The Optima complaints procedure is open to anyone. This might include tenants, leaseholders, people applying for housing and contractors. Anyone who uses our services, or is affected by our decisions can make a complaint.

If you need help

If you need someone to help you through the complaints procedure, a member of staff not connected with the complaint can be nominated. Or we can tell you how to get in touch with your local residents association. If you prefer, you can contact an outside organisation such as the Citizens Advice Bureau. We can arrange translators or interpreters if you need them.