Complaints and Compliments
Havebury aims to provide high quality services to its tenants, leaseholders and local residents.
To enable us to do this we welcome any suggestions about how we can improve our services or any compliments you may wish to share about our services or a member of staff.
We are also keen to know when things go wrong so we have the opportunity to put things right and learn from the experience.
Compliments
When things have gone well, whether it is a service you have received or a member of the employee team who has been particularly helpful, we want to know. This will allow us to identify areas that are working well and share this with other departments.
Complaints
We know that things can sometimes go wrong. If you are unhappy with a service that you have received from us we want you to tell us. We can then try to put things right and improve our services in the future.
A complaint could be if you think we have:
• Done something wrong
• Not acted in a timely manner
• Failed to do something we should have done
• Not been helpful and courteous to you
• Given you the wrong information
• Treated you unfairly
Complaints Procedure
Stage Zero You can make an informal complaint which we will aim to resolve within two working days
Stage One All complaints start at Stage One and will be handled by a team manager within ten working days
Stage Two If you are unhappy with the Stage One response, this will be handled by a management team member
within ten working days
Stage Three If you are unhappy with the response at Stage Two, an appeals panel will sit to hear the evidence and
make a judgement as soon as possible
complaint be reviewed as soon as possible
Ways to make a complaint
You can make a complaint via various ways depending on which is most convenient to you. The options are listed below:
Complaint Leaflet – you can request a copy of this or print it from this link
In person - at our offices or when a member of the Havebury team visits you
By telephone – 0300 3300 900
In writing – Performance Team, Havebury House, Western Way, Bury St Edmunds, Suffolk IP33 3SP
By email – complaints@havebury.com
Or using the online form below
Making your Complaint or Compliment online
