Repairs and Maintenance

Repairs complaints system

We are committed to improving the Housing Repair Service.

We will provide an efficient and effective service that meets your needs within available resources.

However with approximately 100,000 repairs per year 3 are occasions when there is a failure in responding to a repair request.

To assist tenants in reporting such problems a dedicated team, the Housing Repairs Service, has been set up to respond promptly to a complaint.

What is a complaint?

A complaint is when there is a dissatisfaction with a service that has that has been provided or someone is aggrieved by the absence of a service. Complaints can be made about any aspect of the repairs service or contractors employed by us.

Examples of complaints are as follows:

Contractor has failed to attend to undertake a repair within the agreed timescales
Poor quality of work
Tools or building materials left behind
Your personal property has been damaged
Wrong diagnosis of a repair

How do I make a complaint?

To assist you in resolving the matter we have streamlined the complaints service. This one stop approach means that you only have to contact us at the address shown or write to the Corporate Director of Customer Services.

Alternatively you use our Online complaint form.

Details of complaints will be taken and recorded on our computer system, which will ensure that an easily accessible record of your complaint is kept. You will be given a complaint reference number so that any further enquiries can easily identify your original enquiry.

The Housing Repairs Service will explain to you how they intend to resolve your complaint and what action you can expect will take place.

From there, Housing Repairs Officers will contact the relevant department or contractor to make arrangements to remedy the problem.

Example,

If the problem is an overdue job, a Customer Care Officer will contact you within 4 working days following your enquiry with a firm commitment as to when as contractor will call. Contact will be made by telephone. If you are not on the telephone a letter will sent.

Complaints relating to our surveying staff - further contact from this group will be made within 48 hours.

For complex complaints, as they make longer to resolve, a letter answering you enquiry and outlining action to address your complaint, will be sent to you within 20 working days.

Your complaints will be used to assist us in monitoring the performance of the Housing Repairs Service.

The computer system will collect information on all complaints made which will help us to understand which parts of the repairs service people are dissatisfied with and we can take appropriate action to ensure the cause of complaints is remedied.

Contact

Enterprise|

Pondfield House

100 Wantz Road

Dagenham

RM10 8PP

Tel: 020 8592 7388

Fax: 020 8984 4001

Textphone: 020 8984 4117

Email: thames.repairs@enterprise.plc.uk|