We aim to provide an excellent service but sometimes we do get it wrong. On those occasions we are committed to responding to complaints and putting things right as soon as possible.
Making a formal complaint?
If you are unhappy with the service Old Oak has provided to you and you would like to make a complaint you should first take up the matter with staff at our office. They are usually in the best position to sort out the problem. We will make every effort to resolve the matter informally.
However, if you are not happy with how they handle it, or if you feel that it isn’t appropriate to take up your problem with them, then you should use this complaints procedure.
Old Oak Complains Procedure
Our complaints procedure deals with problems like these:
- If you are not satisfied with any aspect of our service
- If we have failed to follow our own policies or procedures
- If we have failed to do a repair within a reasonable time
- If you believe we have discriminated against you
- If you have had a problem with any of our staff
What doesn’t the complaint procedure deal with?
Your procedure does not normally deal with:
- Appeals against decisions made under our lettings policy,
- Everyday matters such as chasing a repair request (contact our office)
- Complaints by one tenant about another tenant (contact our office for advice on neighbour disputes)
- Claims for compensation
- Insurance claims (once a claim passes to our insurers, we have to close any related complaint pending the insurer’s decision)
- Situations where you are currently taking legal action against us.
More information about what to do in these circumstances is available from the office complaints about a service provided by a managing agent in supported housing. You will need to use the managing agent’s complaints procedure.
How do I make a complaint?
Please call 020 8743 5486 for full details on our complaints procedure.
Independent housing ombudsman
If we haven’t been able to resolve your complaint during our 3 stage process you may take your problem to the Independent Housing Ombudsman.
The Ombudsman checks that you have taken your complaint through all the stages of our complaints procedure, before he takes it on. If it looks like we have done something wrong, the Ombudsman decides what needs to be done to put things right.
Housing Ombudsman, 105-109 The Strand, London WC2R 0AA, or call 020 7421 3800 Email: email@example.com
Where else can I get help?
Your local MP or councillor may be able to help you. You can also get independent advice from a solicitor, a Citizens’ Advice Bureau, law centre or housing aid and advice centre.