Complaints
Cotman are committed to providing our residents with a consistently high standard of service.
We know that sometimes things do go wrong. We realise that residents and others affected by our services may occasionally have cause to be dissatisfied. When this happens, we want to take steps to put things right.
You have the right to complain and we take all complaints received seriously.
You can be assured that the matters you raise will be treated confidentially.
We view complaints positively as an opportunity to learn and to develop our services in the future.
We will always listen to your complaint, as long as it is not made in an unreasonable, threatening or hostile way.
We hope to resolve most complaints informally. If you are not satisfied with any aspect of our services, please telephone or write to us to let us know.
How do I make a complaint about the service I have received from Cotman?
We would request that in the first instance that you should contact your Neighbourhood Officer if the problem relates to a housing management issue or a member of the Property Services Team if your complaint is related to a repair.
We will look into the matter and treat you courteously. We will investigate the issues you raise. We will let you know the outcome and explain the reasons behind our decision or actions.
If a complaint is not resolved to your satisfaction informally or if you prefer not to contact staff to discuss matters informally, you can make a formal complaint.
You can make a complaint about any aspect of our service delivery by:
putting it in writing
- filling in a complaints form available here or from our office
- emailing cotmancustomerfeedback@placesforpeople.co.uk.
- telephoning the Contact Centre who will alert us by emailing cotmancustomerfeedback@placesforpeople.co.uk
- face to face with a member of staff.
To ensure confidentiality all complaints are administered by the Office & HR Manager and the PA to the Executive Team, this includes the monitoring of the Cotman Customer Feedback email address, and all complaints received in writing.
We will acknowledge receipt of your complaint in writing within 2 working days. We will tell you who is dealing with the complaint and when you can expect to receive a full written response. You will always receive this within 10 working days of the date of your complaint being received in the office. After your complaint is closed, we will send you a Satisfaction Survey. We value your feedback as it helps us to improve our service so we would be grateful if you would complete and return this.
If you’re not satisfied
If you remain unhappy following receipt of our full written response to your formal complaint, you do have the right to appeal in writing. The Association’s Managing Director will receive your appeal, and will ensure that it is heard by an Appeal Panel within 30 days of the Appeal being received.
The Appeal Panel will consist of 3 people, of whom one will always be a Cotman board member and one will be a customer representative from our customer involvement structure. The third person will either be a Cotman board member or customer representative. Only board members or customers who have received formal training in complaints handling will be invited to sit on Appeals Panels. You will be given the option of either writing a submission for the panel to consider or of attending a review panel to consider the Appeal.
You will be notified in writing of the outcome within 5 working days of the Appeal date.
Still not satisfied
If you remain dissatisfied with the Association's response to a complaint following consideration at the appeal stage, you have the right to refer your complaint to the independent Housing Ombudsman Service at:
Housing Ombudsman Service
81 Aldwych
London, WC2B 4HN
Please note that the Housing Ombudsman Service will NOT consider any complaint unless you have already gone through the Association’s Complaints Procedure.
Should you require any further information please contact the Association on 01603 731699.