Creating Opportunities for a Brighter Future!

How to make a complaint

Forum Housing Association aims to deliver the best possible service to all our stakeholders and positively welcomes feedback in the form of complaints. This type of information is extremely valuable to us and the learning from it helps maintain and positively develop all of our working practices and services going forwards.

Our stakeholders can make their complaint known in a range of ways. Either electronically via email or our website (form below), in person at any Association site or office, or by telephone on 0800 234 6007.

Forum will always acknowledge complaints and maintain regular contact with those who wish us to do so, in the methods they choose whether that is by phone, personal hard copy letter, email or a formal meeting. We will always seek feedback when handling any complaint in respect of the ease of use of the procedure, the outcome given, time taken and overall satisfaction.

Definitions:
Stakeholder: is anyone with an interest in or affected by the Association’s business. This includes neighbours, agencies and our customer group;

Complaint: is an expression of dissatisfaction about the Association’s action or lack of action, or about the standard of our service, whether the action was taken by the Association itself or a person acting on our behalf.