Giving Feedback and Complaining

Swansea Housing Association aims to provide a high quality of service to its tenants and the local community, but we may not always get it right. If you have a problem or complaint, we will try our best to resolve it quickly and effectively.  

Your views are important to us. We welcome comments on our performance and will consider any suggestions you make which might help us improve our service.  

Our Promise to You  

It is our aim to respond quickly to your complaint and to take steps to ensure a similar problem does not arise again.  

We will acknowledge your complaint as quickly as possible, normally within one week of receiving it.  

We will tell you who is dealing with your complaint and will keep you informed at all stages of its progress. 

Making an Informal Complaint  

Often the quickest way of resolving a problem is by picking up the phone or calling in and speaking to a member of our Housing Services Team. Any member of the team will be happy to take your details and will do their best to resolve your problem. The more details we have, the easier it will be for us to help you. However you choose to contact us we need to know the following:  

● Your name  

● Where, when and how we can contact you  

● The details of your complaint  

● What you want us to do to put things right  

If the person you speak to or write to cannot deal with your complaint it will be passed on to the most appropriate member of staff.  

Making a Formal Complaint  

If you are not happy with the response you receive you may choose to speak or write to the Departmental Manager. In most cases the Manager will be able to deal with your enquiry. If this is not the case you may ask to speak to the Director of the Department in question or, finally, the Chief Executive of the Association.  

If we cannot deal with your complaint within 28 days we will explain why. 

Some problems may be beyond the control of the Association and you will be advised if this is the case.