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Complaints and compliments


We aim to provide a high quality of service in all areas of work. However, there may be times when you feel that we have not treated you fairly and you want to complain. We welcome your complaints. They let us know when we have got things wrong and give us the opportunity to put them right, making sure they don't happen again.

Hopefully, you won't just want to complain about our services - you may want to say thank you for something we got right. You can go to our [comments and compliments] section to do this.


Here we explain:


1. What you can complain about
2. How to make a complaint
3. How your complaint will be dealt with
4. Who else may be able to help
5. How to comment on and compliment our services


Our most important aim is to find a solution to your complaint.


Please click here to download a copy of PCHA's Tenant Handbook leaflet, "Making a complaint".


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1. What can I complain about?


If you are a PCHA tenant, your rights and entitlements are explained in your Tenants Handbook.


This complaints procedure is intended for those times when you feel that PCHA have failed to deliver what we promise. A complaint may come about if we have:

  • failed to take action after you first contacted us
  • failed to provide a service
  • delayed in providing a service
  • missed an appointment and did not inform you
  • failed to keep to a procedure
  • provided an unfair service
  • got something wrong

This complaints procedure is not for everyday matters such as chasing repair requests or reporting a problem with your neighbours. For repair enquiries, please call the PCHA Maintenance Call Centre on 020 8150 4000. If your complaint is about your neighbours, please contact your Neighbourhood Housing Officer.

Who can complain?
This complaints procedure is for permanent tenants of, and applicants to, PCHA. Former tenants of PCHA must complain within 2 months of the end of their tenancy. Groups of tenants, such as Residents Associations, can also use this procedure but should ensure they provide a dedicated contact name and address for us to reply to.


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2. How do I complain?


It is important that you follow these steps. The procedure has been designed to ensure that complaints are dealt with as quickly as possible.


Before making a formal complaint please discuss the matter with a staff member.
We always encourage our tenants to speak to the relevant department to try to resolve the issue before they make a formal complaint. If you are not sure which section is responsible please contact the person you usually deal with at your local office. If you are still not satisfied you may then make a formal complaint.


[Click here] for full details of our formal complaints procedure.

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Formal Complaints Procedure


Step 1: Make your complaint


If the matter is not resolved to your satisfaction after discussion with a staff member, you can make a formal complaint to the PCHA Customer relations manager. To do this you should complete the Complaint Report Form which is designed to collect all the relevant details. Alternatively you can send us a letter, an email or contact us directly on the phone:

Complaints telephone number: Tel: 020 8150 4527/4632


Complaints email address: complaints@pcha.org.uk


Address: The Customer Relations Department, PCHA, 192 High Road. Willesden NW10 2PB


You should make it clear what your complaint is about and what you would like PCHA to do to resolve your problem.


If you have difficulty completing the form, a staff member will assist you.


The Customer relations manager will record your complaint and send you a letter of acknowledgement within 5 days giving you the name of the manager or the department responsible. It is the responsibility of the relevant department manager to investigate your complaint and send you a formal response. You will receive this response within 28 days (from 1 April our response time will be ten days), although we aim to reply much sooner. Our average response time is around 15 days but occasionally we need the extra time to give you a comprehensive response. If
we require more than 28 days to respond to your complaint we will write to you explaining what is happening and when you can expect a full reply.

PCHA will not accept complaints that are more than six months old; neither will PCHA accept complaints where legal proceedings have commenced or are about to commence.


Please note PCHA reserves the right not to accept complaints that are illegible or use abusive language.


Step 2: Complaints Appeal Panel


If you are not satisfied with the response received at Step 1, you can take your complaint to the PCHA Complaints Appeal Panel. The Panel is comprised of a tenant representative, a PCHA Board Member and a member of the PCHA Executive Team.


You must make your Appeal request to the Customer relations manager within 28 days of receiving the formal response provided at Step 1. Please ensure you give full reasons for your dissatisfaction with the Step 1 response.


You have the right to be represented or accompanied at the hearing. The Customer relations manager will write to you to inform you when and where your hearing will take place.


The decision of the Panel is binding upon PCHA who will comply with its recommendations. If you remain dissatisfied with the response you receive you may consider taking your complaint to the Housing Ombudsman Service, or getting further help from outside of PCHA.


PCHA reserves the right not to accept requests for Appeal Panels if the grounds offered are unreasonable or insubstantial. Please be sure to make your request in direct response to your stage 1 response.


Mediation or arbitration

In special circumstances we may consider using mediation or arbitration to resolve a dispute between PCHA and a tenant.


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3. How your complaint will be dealt with


In dealing with your complaint we will:

  • Provide assistance with completing the complaint form if you have difficulty doing so
  • Try to resolve your complaint as quickly as possible
  • Be fair, courteous and apologise if we have got something wrong
  • Treat your complaint confidentially and in line with our Equalities and Diversity Policy [link here]
  • Provide you with a full explanation of any decision we make
  • Use plain English in any letters or explanations we give
  • Provide information in other languages, on audio cassette or in Braille
  • Monitor complaints and use them to make real improvements in the service we provide
  • Provide information on the complaints received in the annual report to tenants

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4. Others who may be able to help


Further help and advice may be sought from the following:

  • PCHA Tenant Representatives- via your local area office
  • Independent Advice - Citizens Advice Bureau, Housing Advice Centre, Law Centre

You may also complain to the following:

  • Local Councillor - via your local Town Hall
  • Member of Parliament - via the House of Commons, London SW1 OAA
  • Housing Ombudsman Service - [click here] for further details
  • County Court - can be used in a variety of circumstances including gender or racial discrimination against PCHA, disrepair claims, rent disputes and other issues.

Addresses:

For all tenants in Brent, Harrow, Ealing Westminster, Camden, Barnet, Kensington & Chelsea, Hammersmith & Fulham and Tower Hamlets:


PCHA, 192 High Road, Willesden,
London NW10 2PB
Tel: 020 8150 4527/4632 Fax: 020 8150 4299.


For tenants in Hertfordshire:

PCHA Hertfordshire Region Office, 73 Clarendon Road,
Watford WD17 1PA
Tel: 01923 219 340 Fax: 01923 218 049.


Housing Ombudsman Service
If you are still dissatisfied once you have completed PCHA's complaints procedure, you may ask for your complaint to be examined by the Housing Ombudsman's Service. You should send your complaint to:


Housing Ombudsman Service
Norman House
105-109 Strand
London WC2R 0AA
Tel: 020 7836 3630 Fax: 020 7836 3900 Lo-call 08457 125 973
Calls by Textphone users via Typetalk welcome.
www.ihos.org.uk


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5. Comments and compliments


We also want to hear from you if you have something good to say about our services! You can speak directly to a member of staff, fill out a comments card at one of our offices, write to us at one of our offices, or email complaints@pcha.org.uk