Service satisfaction at Prospect Housing
As an organisation we aim to provide the best service and support for residents we accommodate. However, we recognise there may be times when we may not achieve this. If there are aspects of our service that you wish to comment on you can fill in the form below.
Procedure for all complaints
All complaints, written or verbal, will be acknowledged in writing within two working days of receipt (unless a full reply can be sent within five working days) by the relevant Department Manager. This letter should detail the complaints process.
A full response is made within 20 working days of receipt of the complaint, or where the investigation is still in progress, a letter explaining the reason for the delay and timescale for response is sent to the complainant and a full response made within five days of a conclusion being reached.
Should anyone wish to make a complaint about any aspect of Prospect Housing’s services contact should be made with the relevant Department Manager or put in writing to the Chief Executive Officer, Prospect Housing, 21 Institute Road, Kings Heath, Birmingham. B20 1JR or complete the form below.
If you wish to escalate the complaint but do not wish to put it in writing, the person receiving the complaint will escalate to a higher level.
Second stage complaints procedure
If the matter cannot be resolved or the explanation given still does not give satisfaction then there is recourse to the Chair of Board at Prospect.
The Chair will assess the information received and be in contact again within 20 working days to inform the complainant of their decision and any subsequent action to be taken. The Chair of Board can be contacted through Prospect Housing via the form below.
Still not satisfied?
Prospect housing is a part of the Ombudsman Scheme, If you are not satisfied after the second stage of the complaints procedure, you may contact the Ombudsman via https://www.ombudsman-services.org/
Prospect Housing is registered with and regulated by the RSH. They cannot get involved in individual complaints about providers, but are happy to receive information about our service at any time.
For More information visit
https://www.gov.uk/government/organisations/regulator-of-social-housing
If the complainant believes that the RSH standards have been breached then there is recourse to the RSH.
Comments and concerns
Prospect Housing is always pleased to receive constructive comments or concerns. Issues raised, suggestions made or feedback given to any member of staff should be passed on to the relevant line manager and the necessary action taken.