Customer Feedback and Complaints Procedure

We value feedback from our customers about the services we provide.

When we receive a compliment we pass it to the member of staff involved and record it for the Board of Directors

If you want to tell us when we have given a good service or indeed, when we have given a poor service, please use one of our 'Comments, Compliments and Complaints' (150k pdf) or our our 'Comments, Compliments and Complaints' (184kb .doc File) forms.

Read the Worthing Homes customer feedback booklet (1.37mb PDF)

Guidance on making a complaint

We aim to provide excellent services to our customers at all times but recognise that on occasions we fail to do so. In order to continually improve our services and to be sure we are providing the services you want we need you to tell us if you have been unhappy with the service.

We have a published complaints procedure that tells how we deal with complaints.

This guidance is to help you make your complaint and enable us to deal with it effectively.

Please tell us

• Your name and address
• The name and address of anyone else involved
• The name of any staff member involved or if you do not have a name the department you were dealing with.
• The date when any events you refer to took place
• What happened
• What you would like us to do to resolve the matter.

If you are unhappy with the decision made in response to your complaint you may seek a review by the Review Panel. There are two main reasons for a review.

• We have made the decision without taking account of all the relevant information
• We have not followed our policies and procedures.

If you want us to review your complaint you will need to tell us why you believe we have failed to do either of these .