Customer Services
Compliments and complaints
Equally your compliments or comments are just as important to us as they help us to understand what you think we do well so that we can try and mirror this in all areas of our service to you.
Any feedback our customers give us, whether it is a complaint, comment or compliment, is used to help us continuously improve services.
Complaints:
We care about providing great homes and services to our customers, and we recognise that sometimes things go wrong, or our performance or services will not meet your expectations. If this happens, we have a simple two-stage procedure to deal with your complaint, put things right, and improve our services for the future.
If you think we have failed to provide a service, or that we have provided a poor service, we need to know so we can take action to put things right. We always try, and often can, resolve problems straight away, but if not we will address the problem as a formal complaint.
The following are examples of issues we would treat as a complaint:
- failure to achieve our service standards
- failure to meet legal or contractual obligations
- dissatisfaction with the attitudes of our staff or contractors.
- disagreement with a decision that we have made, where there is not another procedure (e.g. an appeal) to resolve the matter
If you are reporting something for the first time, like a new repair or a problem with a neighbour, we will record this as a service request, rather than a complaint.
If you wish for us to log it as a formal complaint we will ask you for detailed information about what has happened and why you are dissatisfied, and what you would like us to do to put things right, as this will help us to investigate and resolve the complaint.
For more information you can download a copy of our 
Complaints Key Information Sheet (1.4 MB), or pick up a copy when you visit our offices.
You can view our performance in relation to managing complaints for the year 2011/2012 by clicking on the Complaints Report below.
Complaints Report December 2011 (380 KB)
Compliments:
When you send us a compliment we forward it on to the team or member of staff that has been complimented, their managers, and the Managing Director.
We also display these compliments within our offices to identify good practice and encourage our staff to continue to improve in all areas.
We are very grateful for any comments received and use them to review the ways in which we do things. We also take them into consideration when revising any policies or procedures.
Reporting a complaint or compliment
You can report a complaint or compliment in the following ways:
- using our online compliments and complaints form
- in person in the office or when our officers are out visiting you in your home;
- by phone: 0300 500 1500 or 0800 0730 427 (free to BT users only)
- by e-mail: Old.Ford@circle.org.uk
- through Looking Local (accessed via Virgin and Sky television, mobile, and Nintendo Wii)
- by writing to us at: Old Ford Housing Association, Solar House(4th Floor), 1-9 Romford Road, London E15 4LJ
- by fax: 0207 204 1517
