Complaints Policy
At Housing Disrepair Assist, we are committed to providing high-quality service to all our clients. If you are not satisfied with any aspect of our service, we want to hear from you so we can address your concerns and improve our service.
How to Make a Complaint
You can make a complaint in the following ways:
- By email: complaints@housing-disrepair-assist.co.uk
- By phone: +44 330 533 0128
- By post: Complaints Department, Housing Disrepair Assist, 128 City Rd, London EC1V 2NX, UK
What Information We Need
To help us investigate and resolve your complaint efficiently, please provide:
- Your full name and contact details
- Details of your complaint, including relevant dates and times
- Any supporting documents or evidence
- What you would like us to do to resolve the matter
Our Complaints Process
- Acknowledgment: We will acknowledge your complaint within 3 working days of receiving it.
- Investigation: We will investigate your complaint thoroughly, reviewing all relevant information and speaking to staff members involved.
- Response: We aim to provide a full response within 14 working days. If we need more time, we will keep you informed of our progress.
- Resolution: We will explain our findings and any actions we have taken or propose to take to resolve your complaint.
If You're Not Satisfied
If you're not satisfied with our response, you can ask for your complaint to be escalated to a senior manager for review. If after this you remain dissatisfied, we will provide information on external organizations that may be able to help.
Continuous Improvement
We value all feedback and use it to improve our service. We record and analyze all complaints to identify trends and prevent similar issues in the future.