Forum Housing Association will be fair in all its dealings with service users and will take into account the diverse nature of their cultures and backgrounds. Forum Housing Association is committed to listening to the views of its service users in order to improve the services it provides. The Association tries to provide an excellent service at all times, but may sometimes get things wrong.
The Association is happy to hear any complaint that service users have about the service. The service user can register their complaint in a number of ways, which includes: speaking to any member of the Association's staff who will complete a complaints' form with the service user, emailing or writing to the Association. The Association defines a complaint as:
'any dissatisfaction (with an organisation) whether justified or not'
BSI 1999
The Association will ensure that its complaints' system will:
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Be easily accessible and well publicised
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Be simple to use
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Allow speedy handling, with established time limits for action, and keep people informed of progress
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Ensure a full and fair investigation
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Respect people's desire for confidentiality (as far as is possible with regard to other Association policies and procedures)
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Address all the points at issue, and provide an effective response and appropriate redress
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Provide information to Board so that services can be improved
