Complaints
We're not always very good at saying when we're dissatisfied with something. Some people are just not comfortable with doing this; others find it hard to communicate their thoughts or simply find complaining too much bother.
At PHA we always aim to provide first class services. We realise however, that there may be times when you aren't happy about something we've done. If this is the case it's important you let us know – otherwise we might think we're doing everything perfectly!
We have well developed arrangements in place to handle all types of complaint. We've carefully thought out what steps we need to take to try and put things right. Most people might think we don't like receiving complaints – in some respects this is true, but sometimes a complaint is just what is needed to make us work a little harder to improve things.
We take all complaints seriously – no matter who they come from. Anyone who lives in one of our properties, their neighbours and others who have used any of our services is entitled to make a complaint. We also treat all complaints confidentially – whether they're about the way a service was provided, a decision we've made or any other issue concerned with our business.
We welcome informal complaints made over the telephone, in writing, by e-mail or in person – this is by far the best, quickest and easiest way to sort out a problem or misunderstanding. We have a standard form that may help those wishing to make a written complaint. If anyone is not happy with the outcome of this informal process they can make a formal complaint. It is preferable if this is made in writing – again our standard complaints form might help.
We're also happy to receive complaints from the person concerned or their representative. We aim to resolve all formal complaints within 28 days.
Further information can be found in our Corporate Complaints Policy and Complaints Procedure