Preston - Appeals and Complaints

Select Move is determined to provide the best possible service to all its customers. Although the organisation works hard to deliver good services to residents, from time to time things may go wrong. Where this happens, the CGA wants to know - so that it has the chance to put things right.

Select Move regards a complaint as "an expression of dissatisfaction by a tenant, applicant, leaseholder or member of the public about the work of the partnership, where an initial response to their problem has not proved satisfactory". This includes such matters as:

Providing wrong or misleading advice
Failure to follow partnership policies and procedures
Taking too long to take action without good reason
Bias or inequality of treatment
Treating a customer unfairly or discourteously
Breaking a promise (such as failing to keep an appointment).

Customers have a right to complain if any problems arise, either in writing, by 'phone, in person or by email.

When dealing with any complaints, the partership makes sure that customers are listened to and all complaints are taken seriously. The feedback received is used positively as a way of improving services. If at fault, the partnership will apologise and explain what happened.

The information below details how complaints are dealt with and what to expect when making a complaint.

Reviews of Decisions

Applicants may request a review of decisions made relating to

· Suspension from the scheme

· refusal of priority group status, extension of priority group status or a special management letting

· reasonableness of an offer made under priority group or special management letting processes

· refusal of a local authority nomination

Requests for a review should be submitted in writing within 21 days of the original decision to the
relevant organisation. The request should explain why the decision is wrong and the review will be
based on that written submission.

A panel of at least two Senior Independent Officers will undertake these reviews.

These officers will not have been involved in the original decision. This will be dealt with within
21 days of the review request being received.

Written confirmation of the review decision will be given no later than 5 working days after the
review period.

Reviews of decisions in respect of housing options will be dealt with by the responsible Local
Authority.

Each partner organisation will make the complainant aware of any internal appeals process that
is available should the complainant still be unhappy about the review decision.