We want to give you the best service that we can and to ensure everyone is treated fairly and efficiently. Sometimes, however, we make mistakes and this leaflet tells you what to do when you are unhappy with something we have, or have not done.
Complaints are important to us because they give us a chance to sort your problems out and provide us with feedback from customers about the things that we don’t get right in our service delivery. It allows us to learn from the feedback and it can help us to improve the way we work and in turn the service that we offer to our customers.
Who can complain?
Anyone who receives a service from Magna, or anyone affected by our services, eg tenants and leaseholders, housing applicants, contractors and suppliers, consultants, job applicants, former tenants and members of the public affected by our services.
We accept complaints made by advocates authorised to act on your behalf.
Some of the reasons why you might want to complain are:
We have done something wrong
We have not done something we should have done
We have not treated you in a professional or civil manner
We have not achieved our standard for a particular service.
How to make a complaint
If you are not satisfied with us but have not previously talked to us then contact the person or department concerned regarding your complaint.
If you subsequently feel you have not received a satisfactory outcome to your initial complaint, contact us in one of the following ways:
Through our website
By completing the formal complaints form, by letter or email
Send your written complaint to:
Customer contact centre, Magna Housing, Everdene House, Railway Triangle Industrial Estate, Poundbury Road, Dorchester, Dorset DT1 2PJ
Contact our customer call centre and state that you would like to make a complaint.
Complaints will not be accepted under this policy if...
It is a year or more since you became aware of the problem
A previous, similar complaint made by yourself has already been considered
It is a persistent or vexatious complaint with no grounds or is being made to cause disruption and annoyance.
If you need help to complete your form, please contact us.
What to expect:
We will investigate your complaint
Once your complaint has been received, we will send you an acknowledgement with the details of who will be dealing with your complaint, within 3 working days.
You will normally receive a full response to your complaint within fifteen working days of your complaint being lodged with us. If it will take longer, we will let you know.
The person appointed by Magna to guide you through the process will check with you to ensure that any promised ac- tion has been delivered and to confirm whether or not your complaint can be closed.
If you feel your complaint was not addressed, please contact your appointed guide in writing or by telephone within 30 days of receiving your response and explain why you feel the complaint has not been resolved. Once notification is received, a decision will be made on whether your complaint needs to be looked at further.
If further investigation is required...
A further investigation will take place, usually by the relevant director, who will contact you to discuss your complaint
You will receive a full response to your complaint within fifteen working days unless a different timescale is agreed with you.
If you feel your complaint is still not resolved, please contact your appointed guide in writing or by telephone within 30 days of receiving your response and explain why you feel the complaint has not been resolved. Once notification is received, a decision will be made, based on the additional information, whether your complaint will proceed to the complaints committee.
A complaints committee meeting will be arranged with members of the board to consider your complaint.
Magna will provide the committee with a report setting out the details of the complaint and the response to it. You will be given a copy of this.
Your appointed guide will be available to help you through this part of the process.
If you wish, a friend or carer can accompany you in the meeting. If you have any special needs, please let us know. The meeting will be recorded and minuted. A copy of the recording and the minutes will be made available.
You will receive a full response within five working days of the complaints committee.
The person appointed to guide you through the process will also check with you to ensure that any promised action has
been delivered and to confirm that the complaint is closed.
Housing Ombudsman Service
If, after this meeting, you still feel dissatisfied with our response to your complaint, you can contact the Housing Ombudsman Service at the address below:
Housing Ombudsman Service
PO Box 152
Please note that the Housing Ombudsman Service will not investigate your complaint if:
You have not completed our complaints process
You are not a Magna resident
You do not receive a service from us (former tenants may complain if they had a legal relationship with Magna at the time the matter complained about arose).
The Housing Ombudsman Service will not normally investigate your complaint if it is more than 6 months since you completed our complaints procedure.
We will monitor how well we deal with formal complaints and measure our performance against that of other housing providers.
We will inform residents how we use complaints to improve our services and publish information about complaints each year, including their number and nature and the outcome of complaints.
We will monitor satisfaction with our formal complaints process.