Complaints
Padley Housing Association – Contact & Complaints Procedure
What is a Complaint
The Housing Ombudsman’s defines a complaint as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff or those acting on its behalf, affecting a resident of group of residents.”
Requests for Service
From time to time residents will ask Padley Housing Association for some type of service or repair which will require the landlord to take action to put something right. This type of request will not be regarded as a complaint but could later become a complaint if the resident expresses dissatisfaction with the way their service request has been handled. The making of a complaint will not stop Padley Housing Association from continuing to deal with the original service request.
Responsibility for Handling Complaints & Service Requests
Padley Housing Association has assigned responsibility for handling service requests and complaints to the Association’s Managing Agents, Hunters Estates & Lettings.
How to make a Complaint
Stage One of the Complaint Process
If you are a resident of Padley Housing Association or the representative of a resident and you have a service request or a complaint regarding your tenancy or accommodation, please report the matter to Hunters Estates & Letting Agents, 208 Crookes, Sheffield, S10 1TG, telephone, 0114 266 6626 or email: sheffieldcrookes@hunters.com. You can also use the online contact form on the Padley Association Website to contact Hunters. (Address of site TBC). In most cases, Hunters will be able to resolve the matter to your satisfaction. A response to your complaint will be acknowledged within 5 working days, and a response to the complaint within 10 working days.
Stage Two of the Complaint Process
If, after referral to Hunters, you feel that the matter has not been resolved to your satisfaction, you may ask for the matter to be referred to the Padley Management Committee. Hunters will do this for you or you can contact the Registered Office of Padley Housing Association at 33 Salisbury Road, Dronfield, Derbyshire, S18 1UG, telephone 01246 290 261. The matter will then be referred to the Management Committee, and a response will be given within 20 working days of your complaint being acknowledged.
Hunters Estates & Letting Agents, 208 Crookes, Sheffield, S10 1TG, telephone, 0114 266 6626 or email: sheffieldcrookes@hunters.com.
The Housing Ombudsman
If after this you are still dissatisfied you may report the matter to the Housing Ombudsman using their on-line complaint form: www.housing-ombudsman.org.uk/residents/make-acomplaint or phone: 0300 111 3000 or email: info@housingombudsman.org.uk.
What will not usually be accepted as a complaint
- The issue giving rise to the complaint occurred over 12 months ago.
- Legal proceedings have started in respect of the circumstances of the complaint.
- The circumstances of the complaint have been previously considered under the Padley Housing Association Complaints Policy.