make a complaint

We want to provide good quality services for everyone, but we know that things can sometimes go wrong. If they do, we need to know so that we can put them right and learn from them.

If you want to make a complaint about a service that Homes for Haringey provides, you can contact us by:

• filling in the form in our leaflet Complaints, compliments and suggestions which you can download below
• filling in the online form
• phoning us on 020 8489 4337, 020 8489 4321 or 020 8489 4235
• faxing us on 020 8489 1144
• For the benefit of deaf, hard of hearing, speech-impaired and deafblind people, all our telephones accept calls made using the Typetalk and TextDirect Relay Services. You can find out more about Typetalk and TextDirect by contacting RNID Typetalk on Freephone 0800 7 311 888 or Freetext 18001 0800 500 888.
• emailing us at feedback@homesforharingey.org
• writing to us at the address below.

Download a complaints, compliments and suggestions leaflet

Fill in the form online

If you make a complaint to Homes for Haringey and a council service should deal with your complaint, we will pass it on to the right team and let you know that we have done so.

Complaints that we cannot deal with

There are some complaints that we cannot investigate.

These are:

• complaints about something that happened more than twelve months ago, unless it concerns delays by Homes for Haringey
• complaints about something outside of our control (for example, we cannot deal with complaints about other organisations but may be able to give you advice on how to complain)
• matters where a statutory appeal of tribunal has been established or special procedures are in place
• a complaint about legal issues or liability claims that could be dealt with by legal proceedings or direct with insurers
• an employee’s complaint about personnel matters including pay, pensions, disciplinary and grievance issues;
• a complaint that is more appropriate for our “Whistle Blowing” procedure.

We will let you know if this is the case and, where possible, direct you to someone else who may be able to help.

Please let us know if you need help with your complaint so that we can organise an interpreting service, or arrange for Braille or signing facilities.

Homes for Haringey Feedback team

6th Floor
River Park House
225 High Road
Wood Green
N22 8HQ

Download a complaints, compliments and suggestions leaflet

Fill in the form online

Find out more about complaining about a Haringey Council service

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The complaints process

Our complaints process has four stages and is designed to be as user-friendly as possible. If you would like some informal advice on making a complaint, please call the feedback team on 020 8489 4337, 020 8489 4321 or 020 8489 4235.

Stage zero: sorted out sooner

When we receive a basic complaint, we will try to sort it out in two working days. If that is not possible and you remain unhappy we will automatically carry out a stage one investigation.

Stage one: local resolution

We will write to you within two working days to acknowledge your complaint. We will then aim to investigate your complaint fully within 10 working days, and the investigator will write to you with their findings. If we are not able to meet this target, we will let you know, and usually say when we will be able to respond to you.

Stage two: service investigation

If you are not happy after stage one of our complaints process, you can contact a member of the Feedback team to let them know why. If we are not able to sort out the problem immediately, we will write to you within two working days and give you the name and contact number of the person dealing with your complaint at stage two.

A senior manager who was not previously involved with your complaint will investigate it, and write to you within 25 days with their findings. If they are not able to meet this target, we will let you know, and usually say when we will be able to respond to you.

Stage three: independent review

If you are still not happy after stage two of our complaints process, you can contact Haringey Council's Feedback and Information Team to say why. The Feedback and Information Team will independently review how we have handled your complaint, and carry out an unbiased investigation.

Feedback and Information Team
Freepost LON 18634
London
N22 6BR

Tel: 020 8489 2550

Fax: 020 8489 3992

E-mail: complaints@haringey.gov.uk

The Feedback and Information Team will write to you within two days of receiving your complaint to give you the name and contact number of the person who will deal with your complaint. That person will reply to you in full within 20 working days to report their findings.

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Local Government Ombudsman

You may also want to contact the Local Government Ombudsman, although the ombudsman will usually only investigate your complaint after you have been through at least the first stage of our complaints process.

The ombudsman is an independent person who investigates complaints about local authorities. If you feel we have not satisfactorily dealt with your complaint, you should contact the ombudsman at the address below.

Local Government Ombudsman

PO Box 4771
Coventry
CV4 0EH

Advice line: 0300 061 0614 or 0845 602 1983

Text: 'call back' to 0762 480 4299

Email: advice@lgo.org.uk

Website: www.lgo.org.uk

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Other people to talk to

If you want to talk about your complaint informally, you are welcome to speak to any member of the feedback team or any other member of our staff. You may also want to speak to a Haringey councillor, who may be able to help you make your complaint. You can get details of councillors’ surgeries from Haringey libraries, council offices and other buildings.

You may want to speak to an outside agency, such as ChildLine (Freephone 0800 1111) or Age UK (the agency combining Age Concern and Help the Aged (Freephone 0800 00 99 66). Or, you can contact your local citizens advice bureau (CAB). You can find details of your local CAB at www.citizensadvice.org.uk. You can also contact one of the following local CAB offices:

Hornsey
Hornsey Town Hall
The Broadway
London
N8 9JJ

Turnpike Lane
14a Willoughby Road
Turnpike Lane
London
N8 0JJ

Tottenham
551B Tottenham High Road
Tottenham
London
N17 6SB

You can call any of these offices on 0844 826 9715 or email info@haringeycabx.org.uk

Download a complaints, compliments and suggestions leaflet

Fill in the form online

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