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.

• Our complaints process
• Complaints we cannot deal with
• How to complain
• The Ombudsman
• Other useful contacts

Our complaints process

We can deal with your stage one complaint in two ways:

Quick fix

• We will try to find a way to solve your problem within 5 working days, usually by phone.
• We will agree a solution with you and give you any information you need.
• We will not normally carry out a full investigation or send you a letter.
• When you choose this option we assume that you simply want to get the problem fixed as quickly as possible.

Service Investigation

• We will investigate your complaint fully. This can take up to 20 working days and is overseen by a senior manager.
• We will reply to your complaint in writing.
• When you choose this type of complaint, we assume you want a thorough investigation and are prepared to wait for a properly considered response.

Stage two: independent review

If you are still not happy, 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.

Haringey Council
Feedback and Information Team
Freepost LON 18634
London
N22 6BR
Tel: 020 8489 2550
Fax: 020 8489 3992
Email: complaints@haringey.gov.uk

Complaints 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.

How to complain

We will accept your complaint however you are able or choose to make it. Here are the most common ways of making a complaint:

• Complete our online feedback form.
• Complete and return our Compliments, Suggestions and Complaints feedback form
• Pick up our Compliments, Suggstions and Complaints leaflet from your local Customer Services Centre or your housing area office and complete the attached feedback form. You can fax this to us on 020 8489 1144 or send it to us at the address below.
• Call our Feedback team on 020 8489 4337, 020 8489 4321 or 020 8489 4235
• Email us at: feedback@homesforharingey.org
• Write to us at:

Homes for Haringey
Feedback team
8th Floor
Alexandra House
10 Station Road
Wood Green
N22 7TR

• 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

Please let us know if you need help with your complaint so that we can organise an interpreter, Braille or signing facilities if necessary.

The 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

Other useful contacts

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 on freephone 0800 1111 or Age UK (formerly Age Concern and Help the Aged) on freephone 0800 00 99 66. Or, you can contact your local Citizens Advice Bureau in Haringey or find further information on the Citizens Advice website.