Comments, Complaints & Compliments

Improving services through customer feedback

The Trust is committed to giving customers an excellent service.  To make sure this happens, we will respond immediately to any complaint, whether about a minor glitch or major error. We also appreciate your comments and compliments where appropriate.

Who Can Complain?
Anyone who experiences poor service from the Trust. If you can show us where our services need to be improved, we want to hear from you.

How Can You Complain?
In any way that is easiest for you:

• By phoning  freephone 0808 100 7701
• By phoning minicom 01244 305500
• Through our website form 
• Via any Trust employee
•  Sending us a completed complaint form or letter to:
  Chester & District Housing Trust, Centurion House, 77 Northgate Street, Chester, CH1 2HQ

A Two Stage Process
We aim to fully resolve complaints at stage one, but sometimes customers might not be satisfied with our response. If this happens to you we will review the stage one findings to check if there is anything else we can do to resolve the matter. If not, you may proceed to the second stage which is a hearing of your complaint by a panel of our Board Directors.

Stage one of each complaint will be:

• Acknowledged within two working days 
• investigated and responded to within ten working days. In complex cases it might not be possible to meet this deadline but we will keep you informed of delays
• used to highlight remedial action needed to prevent a recurrence within ten working days of our response to you
• used by our Resident Inspectors to monitor recurrences and confirm measurable improvements to services

Stage two of each complaint will be:

• Acknowledged within two working days
• Heard by a panel of Board Directors within 20 working days. On rare occasions our Directors, who meet in a voluntary capacity, may have other commitments. If these prevent them from convening within this time limit, we will keep you informed.
• Responded to in writing, or by any other way at your request, within 5 working days.

If you are still not satisfied at the end of the procedure, you will be advised to contact the Independent Housing Ombudsman at 81, Aldwych, London, WC2B  4HN.

The Ombudsman will not start an investigation unless you have completed or ‘exhausted’ our two stage procedure.

Check out our information  leaflet for more information.

The Trust is committed to giving customers an excellent service.  To make sure this happens, we will respond immediately to any complaint, whether about a minor glitch or major error. We also appreciate your comments and compliments where appropriate.