complaints, compliments and suggestions
Complaints, compliments and suggestions help us to improve so please give us your feedback.
Charter aims to give you the best standards of service. We try to get it right first time, every time, but there may be occasions when you’re not happy with what we do.
We obviously hope you don’t have a need to complain, but to deal with those times when you don’t feel we’ve got it right for you, we have a complaints procedure. It’s fine to complain if you feel unhappy with something we’ve done or not done. We’ll always listen to what you have to say, treat your complaint seriously and look into it as soon as we can. We’ll also use your complaint to learn from any mistakes and to continue improving our service. Complaints can be a very helpful way to show us what we need to do better.
If you’re unhappy with the standard of service, action – or lack of action – by Charter, our staff or contractors that we use, you can make a complaint. We really don’t mind you telling us that you’re unhappy, we’d much rather know.
Complaints can come from one person, a group of people or an organisation who think they’ve been affected by something Charter has done, or should have done. Complaints can also come from a friend, relative or someone else acting on your behalf, if that is easier for you.
In writing: Send a letter outlining your complaint
By telephone: Explain the nature of your complaint and a Customer Service Advisor will take the details or pass you to someone who can help. Call (01633) 212375.
By e-mail: Send an e-mail outlining your complaint to email@example.com
By visiting Exchange House, High Street, Newport, NP20 1AA and speaking to a member of staff.
Via our website contact form
Our priority is to resolve your issue. Putting things right where we’ve got it wrong if we can, or to explain why we can’t. If you’re not happy with the outcome, then we’ll make a record of your complaint and give you a reference number for it. We’ll write to you within three working days and we’ll tell you who’s dealing with your complaint. We aim to resolve your complaint within 21 days and we’ll discuss our decision with you and confirm this in writing. If we can’t give you a full answer about what we’re going to do in this time, we’ll explain to you why we need more time and give you a new date for our response.
What if we agree we’ve got it wrong?
If we’ve got it wrong, we’ll admit to that and apologise. Even if we haven’t done something wrong according to our policy, we will always look at what you’ve told us to see if we need to change the way we do things for the future. We will tell people regularly about what we’ve changed as a result of complaints we’ve had in our @Charter newspaper and online.
Is there anyone else I can complain to if I’m still not happy?
If you aren’t happy with our final decision or how we dealt with the complaint, you can complain to the Public Service Ombudsman for Wales. They have a Complaints Advice Team who can offer advice on what to do next. Alternatively you can contact the Ombudsman at any time during your complaint.
Contact: The Public Service Ombudsman for Wales
1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ Tel: 0300 790 0203 Email: firstname.lastname@example.org
You can also visit : www.complaintswales.org.uk for more information.
We take complaints of harassment extremely seriously. We operate a harassment policy covering all types of harassment which will help you deal with a problem like this. For more information, please see our Anti-Social Behaviour and Hate Crime webpage.
If you would like to compliment a member of staff/ team /service or have any suggestions on how we could improve our service then please let us know.
How we measure satisfaction with our services
We regularly ask tenants what they think about our services. Every three years we carry out a large tenants’ satisfaction survey by post or by visiting tenants at home, although we would like to do it in different ways and more frequently in future. We use the results to improve our services and to concentrate on issues important to you. The results are also used to compare us with other landlords locally and nationally. We report these results in @Charter newspaper and on the website. See the latest satisfaction survey results here.
Download the Complaints Wales leaflet for more information – Complaints Wales