Complaints & Compensation

Complaints, compliments & suggestions

If you feel we don't keep to our standards, or have a concern, complaint , suggestion or indeed a compliment, you can let us know by submitting our : 

• Complaints / Compliments / Suggestion Online form
  
  or by downloading and completing our:

• How Do I make a Complaint / Compliment / Suggestion leaflet
  (form is found on pages 7 & 8) and returning to:
  InTouch Team
  room 229
  Hammersmith Town Hall
  King Street
  Hammersmith
  London W6 9JU

• you can also call 020 8753 2456 to make a complaint or send an e-mail to H&F InTouch

Every attempt will be made to resolve your concern as early as possible at the point of service delivery.

Lessons learnt from complaints

At H&F Homes we take complaints about our service very seriously. We not only want to deal with individual complaints but find ways of using your complaints to help us improve our service. Here are some examples of what we mean by this:

We had a complaint about:
The amount of repairs that needed to take place following a new tenant moving into their property.

And as a result we:
Reviewed our process on refurbishing vacant properties to ensure that a single contractor was used to carry out works rather than two or more contractors as was previously the case. This has led to the contractor being more accountability as they now had sole responsibility for the work. This has improved the service for tenants moving in to their new home.      

We had a complaint about: 
Tenants’ receiving rent arrears letters which included the name of deceased relatives who were co-tenants.

As a result of this:
The policy on terminating tenancies on the death of a tenant was reviewed to ensure that we are more sensitive in dealing with such matters

We had a complaint about:
A customer is being charged for two parking spaces even though she handed in her Notice to Vacate Forms and is registered disabled.

As a result of this:
A clear process with an audit trail of documents received by South Hammersmith reception and forwarded to the re-housing department was put into place.  This will give more accountability between both teams, and ensure that tasks are actioned and completed within reasonable timescales

For more examples please click on this link - “Lessons Learnt from Complaints”