Complaints

Cotman is committed to providing quality services, however it realises that residents and others affected by the services may occasionally have cause to be dissatisfied. The Association has therefore designed a complaints system which is open to anybody who receives or is affected by the services provided.

How do I make a complaint about the service I have received from Cotman?

We would request that in the first instance that you discuss your complaint with a member of staff, then if the complaint is not resolved you are able to make a formal complaint following the procedure below:

1st Stage

If a complaint is not resolved by discussions with staff of if you do not wish to discuss it with them, you should complain in writing using the Association's complaint form, which can be requested from Customer Services.

2nd Stage

Within three working days of receiving a complaint form, the Associations Complaints Officer will write to you stating who will be dealing with the complaint and the date a response can be expected.

The Association’s aim is to respond to all complaints within 21 days from the date the form is received.

If you are still dissatisfied following this stage they will be advised to appeal using a standard from available from Cotman’s office.

3rd Stage

This stage provides the opportunity for a complaint to be considered either by written submission to the relevant Committee or by personal representation to a review panel.

The appeal must be received at least 14 days prior to the date of the next Committee meeting; you will be advised of this date in writing. Within 3 working days of receiving the appeal form, the Association’s Complaints Officer will write and confirm the form has been received. You will then be given the choice on the appeal form either of having the complaint considered by:-

1. The Relevant Committee

The Association will write and confirm the Committee’s decision within 14 days of the of their meeting, or

2. A Review Panel

The Panel will consist of nominated members from the relevant Committee. You will be entitled to attend the panel together with a friend or advocate if you wish.

The Panel will meet within 14 days after the Committee meeting and you will be notified of this date by the Complaints Officer.

The Association will write and confirm the Review Panel’s decision within 14 days of the date of the review.

If you are still dissatisfied the Association may:-

  • Refer the matter to an independent mediator or arbitrator

  • Advise you to contact the Independent Housing Ombudsman.

  • If the Association fails to deal with a complaint in accordance with procedures you may be entitled to compensation.

Should you require any further information please contact the Association on 01603 731699.