Comments and complaints
We work hard to make sure you receive the best possible service. However we recognise that mistakes and misunderstandings do occur sometimes. When things do not work out the way they should we welcome your feedback. It helps us to improve future services. We aim to investigate and resolve complaints quickly, effectively and, wherever possible, to your satisfaction. Often the quickest and best way to get something put right is to contact the member of staff responsible for dealing with the matter in the first place. If this does not solve the problem, or you wish to complain about this member of staff, the formal complaints procedure is available to you.
For more information on the formal three stage complaints procedure and a copy of the complaints form, please see our leaflet Making a complaint (0.284MB).
These are the ways you can complain to us:
- You can print the form from the leaflet above and post it to us at Raven House, 29 Linkfield Lane, Redhill RH1 1SS
- You can email us with a complaint using raven@ravenht.org.uk
- You can phone our customer service team on 01737 272400 or freephone 0800 289255
- You can speak to a member of staff
- You can complete the electronic form below
Data Protection when making complaint
If you are making a complaint, we need to take some personal details from you. We may store the information that you give us on a computer or in paper files. We use the information to help us to make decisions about your complaint and the services we can give you. If the information is personal or sensitive, we must keep it in a way that meets the terms of the Data Protection Act 1998.This section explains why we ask for this information, how we store it, whom we might give it to and how we get rid of the information when we have finished using it.
The information we may ask you for
If you make a complaint to us, we will ask you for personal information as shown on the form to help us process your complaint.
What we will use the information for
We will use the information that you give us in the following ways:
- To investigate the circumstance of your complaint
- To monitor our work
In the course of this investigation, we may need additional information from you to assist us in our enquiry. The nature of this information will depend on the circumstances of your complaint.
Whom we may give this information to
We may give some of this information to the following people and organisations: -
- Local councils
- Solicitors
- Other agencies as may be necessary
- Other persons who you may wish to be involved with the procedure e.g. your M.P.
We will keep information securely, accurately and appropriately. In accordance with the Data Protection Act 1998, we will destroy information confidentially when we no longer need it.We will keep only information that is included in the Data Protection Register held by Reigate & Banstead Housing Trust Ltd. You can ask us for more information, or write to the Information Commissioner, Wycliffe House, Water Lane, Wilmslow, SK9 5AF. You can see our Data Protection register on the Information Commissioner's website www.informationcommissioner.gov.uk or you can telephone the data protection helpline on 01625 545 745.
We not only take complaints seriously, but we take swift action to resolve problems. As of April 2011 we are publishing monthly summaries of the complaints we have received, the action we have taken, how long the problem took to resolve and what we have learnt.
