One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and stakeholders, and in particular by responding appropriately.

Therefore we aim to ensure that:

• Making a compliment or complaint is as easy as possible.
• We welcome compliments, feedback and suggestions.
• We treat a complaint as clear expression of dissatisfaction with our service which calls for a timely response.
• We deal with it promptly, politely and, when appropriate, confidentiality.
• We respond in the right way - for example, with an explanation, or an apology where have got things wrong, or information on any action taken etc.
• We learn from complaints, use them to improve our service and review annually our complains policy and procedures.

We recognise that many concerns will be raised informally, and dealt with quickly.

Our aims are to:

• Resolve informal concerns quickly.
• Keep matters low-key.
• Enable mediation between the complainant and the individual to whom the complaint has been referred.

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from customer and stakeholder about our services, houses and apartments.

• A. Definitions
  A.

  Definitions

  A compliment is an expression of satisfaction about the standard of service we provide.

  A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method.

  All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the world “complain” or “complaint” is not used.

• B. Purpose
  B.

  Purpose

  We are always glad to hear from people who are satisfied with the services we offer.

  All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

• C. Complaints
  C.

  Complaints

  The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved satisfactorily.

• D. Responsibilities
  D.

  Responsibilities

  Hagan Homes Ltd responsibility will be to:

  • Acknowledge the formal complaint in writing;
  • Respond within a started period of time;
  • Deal reasonably and sensitively with the complaint;
  • Take action where appropriate.

  A complainants responsibility is to:

  • Bring their complaint, in writing, to Hagan Homes Ltd's attention normal within 4 weeks of the issue arising;
  • Raise concerns promptly and directly with a member of staff in Hagan Homes Ltd;
  • Explain the problem as clearly and as fully as possible, including any action taken to date;
  • Allow Hagan Homes Ltd a reasonable time to deal with the matter.
  • Recognise that some circumstances may be beyond Hagan Homes Ltds control.
• E. Confidentiality
  E.

  Confidentiality

  Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Hagan Homes Ltd maintain confidentiality.

  However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts).

Complaints Procedure

Written records must be made by Hagan Homes Ltd at each stage of the procedure.

• 1. Informal complaint
  1.

  Informal complaint

  In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved, but if complaints cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

• 2. Formal complaint
  2.

  Formal complaint

  If the complaint cannot be resolved informally, the customer should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.

  • A formal complaint must be made in writing to the registered office address or via email to info@haganhomes.co.uk with the complainants name, address and details of the complaint.
  • In all cases, the complaint must be passed on to the appropriate Line Manager. In the event of a complaint about the Line Manager this must be passed onto the Managing Director.
  • The appropriate Line Manager must acknowledge the complaint in writing within one week or receiving it.
  • The appropriate Line Manager must acknowledge the complaint in writing within one week or receiving it.
  • The above will investigate the complaint. Any conclusions reach should be discussed with the Management team.
  • The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.
• 3. Escalating the complaint
  3.

  Escalating the complaint

  • If the complainant is not satisfied with the above decision then construction related complaints should be escalated to NHBC by the complainant for an resolution meeting to be arranged.
  • Any non construction related complaints will be escalated to the Managing Director who will respond within 4 weeks, with their decision being final.