Here at Karbon, we work hard to give you a brilliant service. But we know sometimes things do go wrong.
We’ve recently updated our complaints policy and process to ensure our service is up to scratch.
We spoke to Wendy Graham, our Assistant Director of Customer Experience to find out more.
Making a complaint
We’d encourage you to contact us as soon as possible after the issue first arises, as complaints must be raised within 12 months of the incident, ideally when you first became aware of the problem. This is so we can deal with the problem as quickly as possible.
Service request
Sometimes you might need us to take action, but not handle it as a complaint. This is a ‘service request’ such as a request for a repair or reporting anti-social behaviour. It may also be a query for information or an explanation, or a request to put something right.
Service requests are not complaints. If you are dissatisfied with our approach to resolve the issue, or the outcome, you’ll be given the opportunity to make a complaint.
Stage one - Responding to your complaint
We’ll look to resolve problems and put things right with the minimum of delay. When you get in touch, we’ll establish full details of what’s happened and what you would like us to do about it.
Stage two - Reviewing your complaint
If you’re unhappy with our response at Stage One you can move your complaint to Stage Two. We’ll listen to what you feel has not been appropriately investigated or disagree with and work with you to understand the outcome you’re looking for.
Not satisfied with our response? You can choose to take you complaint further
We’ll always try and resolve complaints. However, if you need extra support or advice during the complaints process, you can contact the Housing and Financial Ombudsman Services. Building Safety Regulator, Citizens Advice or get help from a designated person – this can be a local Councillor or your local MP.
We're always looking to improve
Listening and learning from customer and colleague feedback is a great way to do this. We regularly share updates about the lessons we have learned from past complaints, as well as any actions we're taking in response to this feedback and the results of these actions.
You can find out more about our complaints process by visiting www.karbonhomes.co.uk/complaints
Here at Karbon, we work hard to give you a brilliant service. But we know sometimes things do go wrong.
We’ve recently updated our complaints policy and process to ensure our service is up to scratch.
We spoke to Wendy Graham, our Assistant Director of Customer Experience to find out more.
Making a complaint
We’d encourage you to contact us as soon as possible after the issue first arises, as complaints must be raised within 12 months of the incident, ideally when you first became aware of the problem. This is so we can deal with the problem as quickly as possible.
Service request
Sometimes you might need us to take action, but not handle it as a complaint. This is a ‘service request’ such as a request for a repair or reporting anti-social behaviour. It may also be a query for information or an explanation, or a request to put something right.
Service requests are not complaints. If you are dissatisfied with our approach to resolve the issue, or the outcome, you’ll be given the opportunity to make a complaint.
Stage one - Responding to your complaint
We’ll look to resolve problems and put things right with the minimum of delay. When you get in touch, we’ll establish full details of what’s happened and what you would like us to do about it.
Stage two - Reviewing your complaint
If you’re unhappy with our response at Stage One you can move your complaint to Stage Two. We’ll listen to what you feel has not been appropriately investigated or disagree with and work with you to understand the outcome you’re looking for.
Not satisfied with our response? You can choose to take you complaint further
We’ll always try and resolve complaints. However, if you need extra support or advice during the complaints process, you can contact the Housing and Financial Ombudsman Services. Building Safety Regulator, Citizens Advice or get help from a designated person – this can be a local Councillor or your local MP.
We're always looking to improve
Listening and learning from customer and colleague feedback is a great way to do this. We regularly share updates about the lessons we have learned from past complaints, as well as any actions we're taking in response to this feedback and the results of these actions.
You can find out more about our complaints process by visiting www.karbonhomes.co.uk/complaints
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