Complaints Standard
We will
Take
your complaint by letter, phone, visit to our offices or by email
and acknowledge your complaint within five calendar days- Explain our procedure in Plain English
- Tell you the name of the person dealing with your complaint,
their telephone number and when you can expect a response
- Respond to your complaint within 28 calendar days of your
enquiry
- Investigate your complaint fully and tell you the outcome
- Carry out a satisfaction survey with all complainants once
their complaint has been resolved
- Monitor all complaints by reporting to our Executive Management
Team and Waltham Forest Council, to consider what Ascham Homes can
learn from each complaint
- Respond to Freedom of Information requests within 20 working
days
- Provide access to your tenancy or leasehold file under the Data
Protection Act within 40 days. There will be a £10 administration
charge
- Ensure your personal details are kept confidential
If you are not satisfied with our response to your complaint,
you can complain to the Chief Executive of the Council within 28
calendar days.
The Council will carry out an independent investigation and
respond within 35 calendar days.
As part of the response provided by the Council, they will
inform you of your right to complain to the Local Government
Ombudsman.
Download the 'Complaints and
access to information' service standard leaflet
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