Feedback
Your feedback is important to us, because it helps us to improve our services for the future. Whether you have good things to say, or a complaint to make, we want to hear from you.
You can give us feedback:
- using your Mytenancy account
- by phoning us on 020 8985 7120
- by emailing us at info@shian.org.uk
- by texting us at 07535 269 269
- by downloading and completing our complaints form – you will find this on our publications and policies page, or
- by writing to us at: Shian Housing Association Ltd, 76 Mare Street, Hackney, London E8 3SG.
If you are making a complaint, we like this to be in writing, if at all possible.
How we will handle your complaint
We have a two-stage complaints process:
Stage 1: Frontline resolution
We aim to resolve complaints quickly and close to where we provided the service.
We will:
- acknowledge your complaint within five working days
- give you a pre-decision so that you have time to give us further information
- give you our decision within 10 working days, or give you a written reason for the delay and a new timetable.
If you are dissatisfied, you can ask for your complaint to be investigated further through stage 2. You may choose to do this immediately, or up to 28 days after you get our initial response.
More complex complaints may go straight to stage 2.
Stage 2: Investigation
If you are pursuing a complaint from stage 1, you must tell us why in writing.
We will:
- acknowledge your complaint in writing within five working days
- where appropriate, discuss your complaint with you
- give you a stage 2 pre-decision, to give you time to provide further information
- aim to give you a full response to the complaint as soon as possible. Our target is within 20 working days.
If our investigation will take longer than 20 working days, we will revise the target completion date and write to tell you. We will keep you updated you on the progress of your complaint.
This is the end of our complaints process.
The Housing Ombudsman Service
The Housing Ombudsman Service can offer advice while you are completing our complaints process – especially if there are any delays. You can also appeal to the Ombudsman if you aren’t satisfied with our final response.
They recommend you contact them by:
- using the complaint form at: www.housing-ombudsman.org.uk/residents/make-a-complaint, or
- emailing: info@housing-ombudsman.org.uk
However, you can also opt to:
- phone: 0300 111 3000 (9am to 5pm on Monday, Tuesday, Wednesday, Friday. 9am to 3.30pm on Thursday), or
write to: Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET – but expect delays and do not send them original documents, as they cannot return them.
Other useful information
You can download our complaints policy and procedure, and our compensation and goodwill policy from our publications and policies page.
Compensation
If we agree that our service has not met a high enough standard, we may apologise, or offer you a small gift as a gesture of goodwill.
If we have caused you more significant inconvenience, we may offer compensation.
We also offer compensation for certain home improvements that you leave in your home – providing you got our permission before carrying out the work.
See our Compensation and goodwill policy to find out more