Q: What happens with my complaint once I submit it via the email address?

A: Complaints received by email are picked up daily by a member of the secretariat team. They are then referred to the relevant service area to respond to. Once a response is received you will receive a return email, telephone call or letter advising you of the outcome of your complaint.

Q: What can I complain about?

A: You can make a complaint about any aspect of our service. Examples would be:

• Where you feel that we have provided an unsatisfactory level or quality of service, have delayed in providing a service or failed to meet service standards
• Where you feel that we have failed to provide a service, or are not providing the service promises made in the ‘offer document’
• Where You feel that you have been given incorrect, inaccurate or misleading information
• Where you feel that procedures and policies have not been followed
• Where you are unhappy with the level of service, attitude or behaviour of staff

Q: Can I make a complaint in any other way apart from by email?

A: A complaint can also be made in person, by telephone, in writing to any Erimus Housing office.

Q: What happens if I still feel that my complaint has not been resolved after following Erimus Housing’s complaints procedure?

A: If you are still dissatisfied with the outcome of your complaint you may contact the Independent Housing Ombudsman who provides a free and independent service. A free complaint form can be requested on Tel: 0300 111 3000 or from the website at www.housing-ombudsman.org.uk. You will usually have had to complete the final stage in our complaints procedure before the ombudsman will investigate your complaint.

Q: Why am I asked to provide personal details on whether I am disabled and my origin?

A: We are required to collect this information to ensure that our services are reaching everybody equally, and to ensure that all complaints are dealt with in the same manner regardless of disability or origin.

Q: Does anything happen with the information collected from complaints?

A: The complaints information received is monitored to see how many complaints are received, the type of complaint and to identify where we can make improvements in our service.