Complaints
You can make a complaint in a number of ways:
- By completing the online form below
- Face to face
- By letting your support worker know you are dissatisfied with the service
- Through a third party such as an MP, councillor, advocate, friend or family member. The complainant will need to give permission in most circumstances.
If you are making a complaint about a neighbour, please read the information about antisocial behaviour first. Do not complete the form below as this will delay your issue being dealt with.
Our Company Objective with regard to Complaint Handling
Complaints must be handled in accordance with the Complaints policy and procedure, ensuring that you:
• have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments;
• take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and
• act within the professional standards for engaging with complaints as set by any relevant professional body.
What is a complaint?
A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.
If your complaint is not about the services which Aves Housing has provided, then we will not treat your email as a complaint. If you are complaining about your neighbour please see our Anti-social behaviour (ASB) form. If your complaint is about building safety, then you can find more information about how to do this in our Complaints Policy.
Before you make a complaint, please read our Complaints Policy to familiarise yourself with the process, such as what is and isn’t a complaint, what information you need to include, and how and when we will respond.
Your complaint is very important to us and once made you will be contacted within 28 days to progress a resolution.
A copy of our complaints policy can be obtained on request.
