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Information for tenants How do I make a complaint? How do I make a complaint?
Information for tenants How do I make a complaint? How do I make a complaint?
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Tuntum aims to provide the best possible service to all its tenants and other customers, but occasionally we make mistakes. When we do, we want to hear from you so that we can put things right. We take complaints seriously, and in order to deal with them effectively we have adopted a comprehensive complaints and appeals procedure. Who can complain and who am I able to complain about?
Anyone affected by our services can make a complaint, either directly as a tenant or applicant or indirectly (perhaps as a neighbour or as a worker in a partner organisation). You can make a complaint against a tenant, a staff member, one of our contractors or any other agent working for Tuntum.
How do I complain?
If you have complaints about 'everyday' issues such as repairs or minor neighbour disputes, you should first of all try and resolve them with the help of your Housing Officer or our Maintenance Department. However, if you have tried these methods and you are still dissatisfied, you may wish to pursue a formal complaint. You should contact us and ask for our Customer Services Department. You should then request an official Complaints Form which will be sent to you on the same day you make the complaint. If you have problems with writing or if writing in English is difficult, please tell us and we will take a telephone complaint. What happens next?
We will try to resolve your complaint to your satisfaction at the earliest opportunity. Your complaint will be acknowledged within 3 working days of receiving the completed Complaint Form and a full written response will be with you within 10 working days. The complaint will be handled by the Housing Officer managing the locality of where your complaint originates.
If you are unhappy with the response, further action may be taken by making an appeal to:
If you are still unsatisfied with our services you may ultimately complain to the Independent Housing Ombudsman. Details of how to contact them is outlined in our Complaints and Appeals Policy. This procedure is intended for complaints about poor service from Tuntum, its employees or agents, or appeals against our decisions (for example, on allocating tenancies).
Please contact us for further details, or click here to download a copy.
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