Wendy Graham our Assistant Director of Customer Services and Operations, explains how our complaints policy has been refreshed to reflect changes in the Housing Ombudsman Complaint Code.
“At Karbon we work hard to give you a brilliant service and avoid problems, but we know sometimes we do make mistakes.
If you feel like our service hasn’t been up to scratch, please let us know. We want to put it right.
If something goes wrong, we’ll apologise, explain what happened, and work with you to make it right.
We’ll deal with your complaint as quickly as we can, keeping you updated along the way with what’s happening.
If you want someone else to contact us for you, we’re more than happy to speak to them. However, we do need your permission to keep your information safe.
We’re keen to constantly improve so not only will we listen and act to resolve a problem, we’ll also strive to learn from it to improve how we do things and continually enhance the services we provide.
When you get in touch with us you can make a Service Request which is a request for one of the services we offer customers, such as a request for a repair or support with an antisocial behaviour issue. It may also be a request for information or an explanation about something.
Often, we can then resolve an issue quickly and informally as a ‘Make It Right’ step.
If you would prefer to raise your issue as a formal complaint, thus starting the complaints process, you can do so.
See the diagram above for a breakdown of the steps you can take as a Make it Right request or a formal complaint."
To see our full feedback and complaints process and how to get in touch with us, visit www.karbonhomes.co.uk/complaints
Wendy Graham our Assistant Director of Customer Services and Operations, explains how our complaints policy has been refreshed to reflect changes in the Housing Ombudsman Complaint Code.
“At Karbon we work hard to give you a brilliant service and avoid problems, but we know sometimes we do make mistakes.
If you feel like our service hasn’t been up to scratch, please let us know. We want to put it right.
If something goes wrong, we’ll apologise, explain what happened, and work with you to make it right.
We’ll deal with your complaint as quickly as we can, keeping you updated along the way with what’s happening.
If you want someone else to contact us for you, we’re more than happy to speak to them. However, we do need your permission to keep your information safe.
We’re keen to constantly improve so not only will we listen and act to resolve a problem, we’ll also strive to learn from it to improve how we do things and continually enhance the services we provide.
When you get in touch with us you can make a Service Request which is a request for one of the services we offer customers, such as a request for a repair or support with an antisocial behaviour issue. It may also be a request for information or an explanation about something.
Often, we can then resolve an issue quickly and informally as a ‘Make It Right’ step.
If you would prefer to raise your issue as a formal complaint, thus starting the complaints process, you can do so.
See the diagram above for a breakdown of the steps you can take as a Make it Right request or a formal complaint."
To see our full feedback and complaints process and how to get in touch with us, visit www.karbonhomes.co.uk/complaints
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