Comments and Complaints - Putting Things Right

Mercian strives to provide an excellent service to all its customers but unfortunately, things do go wrong at times. If you feel that we have failed to deliver a service that meets your expectations or the standards we have committed to, please tell us so that we can put things right.

When you initially report such a service failure to us, we will do all we can to sort things out to your satisfaction straight away.
You can inform us of your dissatisfaction regarding a particular matter by using one of the options below:

by using our online form
by emailing us
by writing to us at: Mercian Housing Association, Gee Business Centre, Holborn Hill, Aston, Birmingham, B7 5JR
by calling our Customer Services Team on 0121 322 7373;
in person by visiting our office or when our officers are out visiting you in your home.

If we cannot resolve the problem for you there and then, you may find it appropriate to register a formal complaint by using one of the methods above. In order for us to deal with formal complaints effectively and in a timely manner, we have a simple three-stage procedure in place.

You can download a copy of our Key Information Sheet – Making A Complaint (1.4 MB) or alternatively, you can obtain a copy from our reception.

Below are examples of issues we would not address through our formal complaints process:

The first time a required repair is reported to us. This would need to be reported to our Customer Services Team in the first instance by calling 0121 322 7373. This gives us the opportunity to attend to the repair as per our Customer Service Standards.
Complaints against your neighbours. We have a dedicated Neighbourhood Team which deals with incidents of neighbour nuisance and anti-social behaviour. If your complaint is regarding the behaviour of a neighbour or local resident, please report this by email to reportASB@mercian.org.uk or contact your Neighbourhood Officer on 0121 322 7373.
Any issue which forms part of legal action you are taking against Mercian. Our complaints procedure is not a legal procedure and is overridden by legal proceedings.

Any feedback our customers give us whether it is a complaint, comment or compliment is used to help us continuously improve our services.

Last modified 23/09/11

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