Lyng Community Association welcomes feedback on our services from residents and housing applicants.
We believe our staff and contractors do a very good job, but we also realise there will be times when things go wrong or we need to think again about our policy or procedures on a particular service. Whether you have a complaint or wish to compliment us when we go the extra mile or even just wish to make a comment about our service, we want to hear from you.!
We will analyse all your feedback and use it to shape how we deliver our services. We will try to sort out your complaint as quickly as possible and if it requires an investigation, we will acknowledge your complaint and aim to send a full response within our published timescales.
We look to make it easy to give us your feedback, including making a complaint. You can:
- Phone Customer Services on 0121 525 5969, and they will log it and ensure it gets to the right person straight away.
- Email firstname.lastname@example.org
- Write us a letter.
- Come to our office at 3 Frank Fisher Way West Bromwich B70 7AW and speak to our Customer Services Team
You can ask a friend or relative to complain on your behalf, although we will need to be clear that they are acting for you with your permission.
When you tell us about your complaint, we will try to sort it out at the first attempt. If you are not satisfied with our resolution the first time, you can take it to the next stage. All complaints are logged so we can see the progress of your complaint.
We have developed a new Complaints Policy and Procedure which will become live from 1st January 2021. Complaints Policy and Procedure Version 2020 Website
This new policy complies with the Housing Ombudsman’s new Complaints Handling Code launched in 2020.
You can contact the Housing Ombudsman for advice on:-
Call: 0300 111 3000
Phones lines will be open Monday, Thursday and Friday from 9.15am to 5.15pm (except public holidays).
Phone lines will be open half days on Tuesday and Wednesday from 9.15am to 1.15pm (except public holidays)
Calls to and from 0300 111 3000 and direct dial lines of the Dispute Resolution Team are recorded for training and monitoring purposes
Alternatively you can send an email to email@example.com
Complaint correspondence: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
Self Appraisal against Code