compelling reason to do so for First Contact Resolution – example, if the complainant has been We aim to resolve all reports of hospitalised and unable to contact us) dissatisfaction at first point of contact. An issue that has already been Such complaints are logged in the addressed through our complaints same way as complaints that will be process investigated formally to allow us to Anonymous complaints* as we have keep a record of the complaint. no point of contact to record and report our actions taken. In the event a complaint cannot be resolved at the first point of contact, * although we do not accept anonymous complaints as formal complaints, we will the formal complaints process will be investigate the nature of the complaint to followed. ensure we are not failing in the delivery of our services. Formal Complaints Allegations of inappropriate conduct by Where a complaint cannot be resolved Board Members or members of the informally, a formalised route is Senior Management Team will be followed. handled separately by the Company Secretary. We have a simple three stage procedure: All allegations will be seriously and investigated by an a party which is Investigation independent to the issues raised. Review Appeal If it is that the Board Member or member of the Executive Management This staged procedure is to ensure Team has acted illegally, the Homes that even the most difficult and and Communities Agency may be complex issues are resolved quickly. informed. Our aim is to resolve most complaints within 8 weeks although we recognise If you live in a Cheshire West and that some complaints that progress Chester council property and wish to through all three stages may take make a complaint a council longer to resolve. service not related to your home, please contact the Cheshire West and The following gives information about Chester Council Complaint Team. what you can expect at each stage. 0300 123 8 123 Timescales are also given to show you The Solutions Team, Cheshire West and when you can expect responses Chester Council, 4th Floor HQ Building, 58 Nicholas Street, Chester. CH1 2NP from us. If we cannot meet the www.cheshirewestandchester.gov.uk timescales for responses, we will contact you and provide you with a
compelling reason to do so – for example, if the complainant has been hospitalised and unable to contact us) An issue that has already been addressed through our complaints process Anonymous complaints* as we have no point of contact to record and report our actions taken. * although we do not accept anonymous complaints as formal complaints, we will investigate the nature of the complaint to ensure we are not failing in the delivery of our services. Allegations of inappropriate conduct by Board Members or members of the Senior Management Team will be handled separately by the Company Secretary. All allegations will be seriously and investigated by an a party which is independent to the issues raised. If it is that the Board Member or member of the Executive Management Team has acted illegally, the Homes and Communities Agency may be informed. If you live in a Cheshire West and Chester council property and wish to make a complaint a council service not related to your home, please contact the Cheshire West and Chester Council Complaint Team. 0300 123 8 123 The Solutions Team, Cheshire West and Chester Council, 4th Floor HQ Building, 58 Nicholas Street, Chester. CH1 2NP www.cheshirewestandchester.gov.uk First Contact Resolution We aim to resolve all reports of dissatisfaction at first point of contact. Such complaints are logged in the same way as complaints that will be investigated formally to allow us to keep a record of the complaint. In the event a complaint cannot be resolved at the first point of contact, the formal complaints process will be followed. Formal Complaints Where a complaint cannot be resolved informally, a formalised route is followed. We have a simple three stage procedure: Investigation Review Appeal This staged procedure is to ensure that even the most difficult and complex issues are resolved quickly. Our aim is to resolve most complaints within 8 weeks although we recognise that some complaints that progress through all three stages may take longer to resolve. The following gives information about what you can expect at each stage. Timescales are also given to show you when you can expect responses from us. If we cannot meet the timescales for responses, we will contact you and provide you with a