How to make a complaint - Using your complaint to improve our services 03448 920 900 - The Housing Executive
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How to make a complaint Using your complaint to improve our services 03448 920 900 www.nihe.gov.uk facebook.com/housingexecutive @nihecommunity
We, the Housing Executive, see complaints as an opportunity to learn and improve our services. We are committed to: • Putting you first; • Providing a high quality customer service; • Dealing with your complaint quickly and fairly; • Keeping you informed about your complaint and doing everything we can to help you; • Keeping all the information you give us confidential; • Explaining our decision; and • Using complaints and feedback to review and improve our services.
Are you unhappy with What should I do if I
any of our Services? am still not happy?
We are committed to providing If your local office has not been
the best possible service to all able to put things right for you,
our customers in line with the you can then use our formal
principles of the Customers Internal Complaints System.
Charter. There is a complaints form at
Our staff try to deal with the back of this booklet or you
everyone helpfully and fairly, but can phone, write or email the
sometimes things can go wrong. complaints officer for your area.
If they do, we need to know so
that we can put them right and
learn from them. What is a Formal
Complaint?
What should I do if I
A formal complaint is when you
have a problem? have already contacted your local
office but are still not satisfied with
We want to sort out problems a decision we have made, work we
quickly and locally. If you have have done or the manner in which
a problem concerning housing, the service was provided.
repairs or scheme work, please Some examples are if:
contact your local office where
staff will deal with your complaint • you receive a poor quality
informally and try to settle your service, eg repairs;
complaint straight away. • you believe that we have not
fully considered your case;
• we do not deliver a service on
time;
• we give you incorrect, or not
enough, information;
• you have a complaint about a
member of staff.There are two Stages to the internal complaints system
STAGE 1
Your Regional, Housing Benefit, • ask you for more information;
Grants or Place Shaping Manager or
will deal with Stage 1 complaints • carry out a full investigation of
and hopefully this will sort out your complaint under Stage 1.
your problem.
You can expect to recieve a The Regional Manager will write
response within 15 working days. to you to let you know how he
or she is going to deal with your
If your case is complicated it may complaint. This may involve an
take longer to investigate. We officer arranging to meet you or
will write to tell you if there is visit your home.
going to be a delay.
Housing Benefit
You should contact the Housing
Housing Benefit Manager for your area.
If your complaint is about The addresses are at the back of
repairs, rehousing or scheme this booklet.
related work you should contact Grants
your Regional Manager. All the
addresses you will need are at You should contact the Grants
the back of this booklet. Manager for your area. The
addresses are at the back of this
The Regional Manager may booklet.
decide to:
Buying or selling your house
• ask your area manager to or land
examine your case; if they feel
they have not had adequate You should contact the Place
opportunity to do so; Shaping Manager for your area.
The addresses are at the back of
this booklet.STAGE 2 Although we try to sort out your complaint at Stage 1, unfortunately sometimes this will not be possible. If you are not satisfied with the outcome of the 1st Stage investigation you may then ask the Chief Executive to conduct a thorough independent investigation of your complaint. We will write to you to confirm that we have received your complaint. You can expect to receive the Chief Executive’s response within 15 working days. If your case is complicated it may take longer to investigate and we will write to tell you if there is going to be a delay. Chief Executive Housing Executive 2 Adelaide Street Belfast BT2 8PB
Standards of Service The Ombudsman
The Housing Executive aims
to deal with complaints
within 15 working days. The If you are unhappy with
Housing Executive ensures the the final outcome of your
confidentiality of all complaints by complaint, you may choose
adhering to the current UK Data to ask the Ombudsman to
Protection legislation. You can investigate.
view our Privacy Notice at The Ombudsman, who
www.nihe.gov.uk/privacy_ is independent from the
notice or please contact us to Housing Executive, will
request a copy. normally only deal with
your complaint after you
have gone through our
Using your complaint Complaints System.
to improve services We will co-operate fully with
To help us do this, please tell us the Ombudsman throughout
your views on how we handled the investigation.
your complaint.
We welcome any comments Northern Ireland Public
which may help us to deal with Services Ombudsman
complaints more efficiently. Progressive House
33 Wellington Place
We would be grateful if you could BELFAST
complete and return the enclosed BT1 6HN
feedback form issued with each
complaints response. Freepost: Freepost NIPSO
Tel: (028) 9023 3821
Contact numbers Freephone 0800 344 34 24
Text Phone: (028) 9089 7789
Enquiries: 03448 920 900
Repairs: 03448 920 901 Email: nipso@nipso.org.uk
Web: www.nipso.org.uk
Benefits: 03448 920 902Regional Offices Areas covered
Belfast Regional Manager North Belfast Area
1-11 May Street West Belfast Area: West Belfast, Shankill, Dairy Farm
Belfast BT1 4NA South and East Belfast
Lisburn
North Regional Manager South Antrim Area: Antrim, Newtownabbey 1 & 2
Twickenham House West Area: Waterloo Place, Waterside, Collon Terrace, Strabane
Mount Street Mid & East Antrim Area: Ballymena, Carrickfergus, Larne
Ballymena BT43 6BP Causeway Area: Limavady, Coleraine, Ballymoney, Ballycastle
South Regional Manager Ards and North Down Area: Bangor, Newtownards
Marlborough House South Down Area: Downpatrick, Newry
Central Way South Area: Lurgan, Portadown, Banbridge, Armagh
Craigavon BT64 1AJ South West Area: Omagh, Fermanagh
Mid Ulster: Dungannon, Cookstown, MagherafeltLand & Regeneration Areas covered Services Belfast Place Shaping All Belfast District Offices 2 Adelaide Street, Belfast BT2 8PB North Place Shaping Waterloo Place, Waterside, Collon Terrace, Limavady, Strabane, Richmond Chambers , The Diamond Ballymoney, Coleraine, Larne, Ballymena, Antrim, Londonderry BT48 6QP Newtownabbey 1 & 2, Carrickfergus, Ballycastle South Place Shaping Downpatrick, Bangor, Newtownards, Brownlow/Lurgan, Marlborough House Portadown, Armagh, Newry, Fermanagh, Banbridge, Dungannon, Central Way, Craigavon BT64 1AJ Magherafelt, Cookstown, Omagh Housing Benefit Offices Enquiries: 03448 920 902 Belfast The Housing Centre, 2 Adelaide Street, Belfast BT2 8PB North East Twickenham House, 59-71 Mount Street, Ballymena BT43 6BP West Area Richmond Chambers , The Diamond, Londonderry BT48 6QP South East Area Strangford House, 28 Court Street, Newtownards BT23 7NX South Area Marlborough House, Central Way, Craigavon BT64 1AJ Omagh MacAllister House, 20 Woodside Avenue, Omagh BT79 7BP
Grants Offices District Council Areas covered
Belfast & South East Area Grants office Belfast
The Housing Centre, 2 Adelaide Street, Belfast BT2 8PB Ards and North Down
Lisburn & Castlereagh City
Derry Grants office Derry and Strabane
Richmond Chambers, The Diamond, Londonderry BT48 6QP
North East Grants office Antrim and Newtownabbey
Twickenham House, Mount Street, Ballymena BT43 6BP Carrickfergus Coast and Glens
Mid and East Antrim
South Grants office Armagh, Banbridge and Craigavon
35/45 Boat Street, Newry BT34 2DB Newry, Mourne and Down
West Grants office Omagh, Cookstown, Dungannon and
MacAllister House, Woodside Avenue, Omagh BT79 7BP Magherafelt (Omagh main office)
Fermanagh (Enniskillen sub office)Please visit our website:
www.nihe.gov.uk
Please ask us if you would
like this booklet in large
print, on audio tape, in
Braille, on disk or in an
ethnic-minority language.
Translation services and
signers are also available.
Please contact the
Information Department
(028) 9598 2700
or via email:
information@nihe.gov.uk
HS/34/10/17
June 2021
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