Compliments, comments and complaints

MVHA value all feedback provided by our customers in the form of compliments, comments and complaints as it is only with this knowledge and feedback that we can evaluate and improve our services to you, which we are fully committed to.

If you would like to make a complaint, comment or compliment this can be done using any of the following methods:

Fill in our online Compliments, comments & complaints form
Print off, fill out and send by post our Resident Complaints form (559 KB)
Send an email to complaints@mvha.org.uk
Send a letter by post to: FAO Complaints Co-ordinator, MVHA, Regent House, Station Approach, Dorking, Surrey RH4 1TF
By Telephone on 0800 634 9876 (from a landline) or 0300 333 0001 (from a mobile) – Our reception will pass you through to the relevant department in order for the details of your complaint to be taken
Send a fax: FAO Complaints Co-ordinator to 01306 505 551
Visit the office in Station Approach in person

Complaints

MVHA endeavour to provide an excellent service to all our customers, however unfortunately things can and do go wrong at times. If you feel we have provided a service that does not meet your expectations or the standards we have committed to, please let us know as this provides us with an opportunity to put things right, improve our services and to restore your faith in us. Set out below are details of our complaints procedure.

Upon receipt of your complaint it will be passed to our Complaints Co-ordinator to ensure that our complaints procedure is followed.

Stage 1

The Complaints Co-ordinator will log the details of your complaint within our complaints log and send an acknowledgement letter within 3 working days. This letter is to confirm receipt of your complaint and will provide a complaints reference number, the name of the staff member who will be investigating (known as the Lead Handler) and the timescale within which you can expect a response.

Enclosed with the acknowledgement letter will be a copy of our Complaints Key Information Sheet (1.4 MB) for your information.

Whilst investigations are being carried out the Lead Handler will contact you to discuss your complaint in the hope of reaching agreement on the appropriate solution and then write to confirm the resolution to your complaint.

If following receipt of our response you are not happy with the outcome please let us know within 28 days of receiving the response letter. Upon receipt of your letter our Complaints Co-ordinator will escalate your complaint onto the next stage of our procedure.

Stage 2

Our Complaints Co-ordinator will again log your details and send an acknowledgement letter within 3 working days confirming the matter has been escalated and advise the name of the Manager who will be reviewing your complaint

The Manager will review your complaint and the previous response. Again they will contact you to discuss the matter and then write to you with their resolution to your complaint.

If you remain unhappy with the response received please let us know within 28 days of receiving the response letter. Upon receipt of your letter our Complaints Co-ordinator will escalate your complaint onto the final stage of our procedures.

Stage 3

Our Complaints Co-ordinator will again log your details and then arrange for an impartial panel of board and committee members to hear your complaint.

You will be invited to the Panel hearing and be provided with 10 days notice as to when it is going to be. The panel will decide whether the complaint has been handled correctly and if any further action is required. The outcome of the panel hearing will be providing in writing to you by the Chair of the panel.

If upon completion of the three stages within our Complaints Procedure you are still unhappy you may refer your case to an external organisation and request that they investigate your complaint.

If you are a resident, leaseholder or housing applicant you can contact the Housing Ombudsman service. The Ombudsman will only investigate after it has been through all the stages of our internal complaints procedure.

Below are the contact details for the Housing Ombudsman service:

Post – Housing Ombudsman Service, 81 Aldwych, London, WC2B 4HN
Telephone – 020 7421 3800
Fax – 020 7831 1942
Email – info@housing-ombudsman.org.uk
Website – www.housing-ombudsman.org.uk

Full details of our complaints procedure can be found in our Complaints Policy (320 KB).

Comments

We welcome any comments and suggestions from our customers as this also assists us in reviewing our services and polices to ensure we are providing the best possible service.

Compliments

If you feel you have received exceptional service from us, we want to hear about this too as it is good to know when we are doing things right. Whenever a compliment is received it will be forwarded on the team or member of staff that has been complimented. In addition the Manager for that department will be informed.

Performance Monitoring

All the above is logged in order to be monitored within our Performance indicators ad discussed at our monthly Improvement & Performance Meeting, analysing all feedback received and learning from the points raised by our customers to implement changes where required to ensure we are continuously improving the service we deliver.

We also gather feedback via a Customer Satisfaction Survey on the handling of your complaint via our formal complaints procedure once a complaint has been resolved to your satisfaction. If you receive one of these surveys we would very much appreciate it if you could take a few minutes of your time to complete the questionnaire which will also contribute to improvements to our services.

Last modified 03/05/12