Information for Tenants & Service Users

What you can expect from us

We aim to provide high quality services to all our tenants, service users and partner organisations. We work to agreed Customer Service Standards.

Download a copy of our Customer Service Standards here.

 

Complaints reporting 

We welcome and encourage feedback to continuously improve the quality of the services that we provide.

We hope that you are happy with the service that we provide but if you are not or feel that we could do something better, or differently, please let us know. Please complete the complaints form which you can download here and return it to your project manager or to PRHA Central Office.      

If your complaint is about anti-social behaviour - for example excessive noise, graffiti - please contact your keyworker or project manager.                                                    

Why we have a complaints procedure

The Complaints, Suggestions and Compliments procedure is intended to provide a way to:

  • Resolve situations where service users are dissatisfied with our services, our staff or agents or our procedures (complaints)
  • Look at ways to improve our services / procedures (suggestions)
  • Use positive feedback to inform the development of services (compliments).

What happens when you make a complaint

Informal Complaints - you can speak or write to your keyworker/housing officer about your complaint. Your complaint will be recorded and will be addressed immediately.

Formal Complaints - if you are not happy with the outcome of the informal stage of the Complaints Procedure, you can proceed to the formal stage. You will need to do this within 4 weeks of receiving the outcome/response to the informal stage. Please use the 'Complaints Form' (above) to submit details of your complaint.

Help with your complaint - if you would like support to make your complaint, please speak to your keyworker or project manager.

Complaints about anti-social behaviour

To make a complaint about anti-social behaviour, please speak or write to your keyworker or project manager. They will meet you to discuss your complaint within 5 working days of receiving it. They will then investigate the complaint. 

Usually they will let you know the outcome of your complaint within 10 working days of the first meeting. If the investigation needs to be extended for some reason (for example if information or witnesses are not immediately available), we will let you know.

Your complaint will be reviewed one month later. If the anti-social behaviour has not reoccurred, the incident will be 'closed' - that means it is considered to have been resolved.

How we manage our Complaints Procedure

  • We welcome and encourage feedback from all our service users.
  • All service users have the choice of whether to make a complaint, suggestion or compliment formal or informal.
  • You can make a complaint, suggestion or compliment in writing or verbally.
  • The Complaints Procedure is an important source of information about service user satisfaction with the services that we provide.
  • Receiving feedback allows us to continuously improve the quality of services provided.