We want to give you a high quality service, and we are always ready to listen to your views on how to improve.

We will:

·        take complaints or suggestions for improvements seriously

·        investigate complaints thoroughly to see what lessons we can learn and so prevent similar mistakes being made

·        value you taking the time to tell us what you think of our service.

Making a complaint will not affect your right to receive a high quality service. We want you to tell us when you are not satisfied because this helps us to learn and improve the service we deliver to you.

If you are personally known to a member of Network Stadium staff or Board member then you must declare this when you make your complaint.  This will ensure that there is no conflict of interest when dealing with your complaint and in no way affects how your complaint will be handled.

Complaints definition

“A communication expressing dissatisfaction with the service provided by

Network Stadium and/or our service partners”

The complaints procedure should not be used if you:

o   want to access one of our services for the first time (i.e. no heat)

o   want information about our services

o   are taking or are likely to take legal action against Network Stadium – in this case we will seek to resolve the complaint through mediation

o   instruct a Solicitor to act on your behalf to issue proceedings of a disrepair notice at any stage during the complaint process

o   have a legal right to an independent arbitration service (such as the Leasehold Valuation Tribunal).

o   want to dispute the reasonableness of your service charge

o   have not exhausted the Managing Agent’s complaints procedure.  This applies to anyone living in a property managed by Network Stadium’s Managing Agents

How to make a complaint

• in person at our office
• write to us at Network Stadium Housing Association, 8 Fulton Road, Wembley, HA9 0NU
• through our website www.networkstadium.org.uk
• send an email to complaints@networkstadium.org.uk
• telephone General Rented 0300 373 3000
• telephone Network Stadium PSL tenant / Supported Housing tenant / Leasehold / Shared Owners 0300 373 3001
• request a visit to your home
• use a complaints form

Who can make a complaint?

·        Anyone living in a property that is owned or managed by Network Stadium

·        Landlords leasing their property to Network Stadium

·        Family, friends or resident representatives acting on behalf of and with the consent of the resident

·        Any public representative (e.g. MP, Local Councillor) or advice giving agency acting on behalf of and with the consent of the resident

·        Anyone affected by the services provided by Network Stadium

·        Anyone living in a property managed by Network Stadium’s Managing Agents and has already gone through the Managing Agent’s complaints procedure.

Help making a complaint

All of our staff can help you to make a complaint if you call us or come to our offices. We can also visit you in your home to take the details if you would prefer.

You may want a friend or someone from a voluntary organisation to help you make a complaint. You can seek free advice from organisations such as the Citizens Advice Bureau or Law Centre who have offices across London.

Your councillor or MP may be able to help you or take up your case for you. You can get their name and address from your local library, by calling your council or from your local council’s website.

Translation services

If you need help making your complaint because English is not your first language then you should contact us and we will arrange for a translation service to take details of your complaint.  

Sign language interpreting

If you require the services of a sign language interpreter please contact us to make an appointment.

Large print

Please contact us if you would like a copy of this leaflet in large print.

Network Stadium’s Complaints Procedure

There are two stages to our complaints procedure followed by a Complaints Panel. We will always aim to acknowledge your complaint within three working days.  All complaints should be escalated within 30 days of the previous complaint response.  If no response is received from you within 30 days then the case will be closed.

Stage 1

Our complaints procedure starts when we receive a report of dissatisfaction about the service received from Network Stadium or our service partners. We will investigate your complaint and respond within 10 working days. If you are not happy with the response you can make a stage 2 complaint to the area contract manager.

Stage 2

Your stage 2 complaint will be investigated by the area contract manager. You will receive a response to your stage 2 complaint within 15 working days. If you are unhappy with the response to your stage 2 complaint you can escalate your complaint to the Complaints Panel. 

Complaints Panel

Your complaint will be reviewed by our Complaints Panel which consists of one Board member and two Network Stadium residents not known to the complainant who have completed a rigorous selection and training process.  We reserve the right to digitally record the Complaints Panel meeting.  The officers involved in the complaint will be present, and at least one Director of Network Stadium not involved in the complaint; however, they will not be involved in the review decision.

Our Complaints Panel meets monthly. Once you let us know that you wish to escalate your complaint to panel, we will contact you within five working days to advise you of the date of the next available Complaints Panel hearing.

You can bring a friend or relative to the Complaints Panel hearing, but not a professional or legal advisor.

The Complaint Officer will make a thorough investigation of the events leading to your complaint. This will involve speaking to you, examining all the available records and speaking to officers. The Complaint Officer will then prepare a factual and objective report, reflecting your views, and the views of staff involved in the complaint, and will present this to the Complaints Panel at the meeting.

You must provide all papers you wish to present to the Complaints Panel in support of your complaint at least 15 working days before the hearing. Papers which have not been submitted in advance will not be accepted on the day of the Complaints Panel. If you need help with photocopying your papers then you should let us know.

We will provide copies of all papers for the hearing to the Complaints Panel and will send copies to your home at least 10 working days before the hearing.

During the Complaints Panel hearing you will be asked by the Chair of the Complaints Panel to present your complaint and then Network Stadium’s management will present their response. The Complaints Panel is only able to consider issues which are raised in your logged complaint.

We will write to you within 21 calendar days of the Complaints Panel hearing to let you know the Complaints Panel’s decision; this decision will end the internal appeals process.

Should you remain dissatisfied with the Complaints Panel decision you have the right to refer the matter directly to a ‘designated person’.  A ‘designated person’ as defined by the Localism Act can be an MP or a local Councillor.  A ‘designated person’ can try to resolve the complaint themselves or they can refer the complaint straight to the Ombudsman.

Alternatively if you wish to refer the matter directly to the Ombudsman then you must wait eight weeks from the end of our internal appeals process before the Ombudsman will consider the case.

Please note: The Ombudsman will not look at cases about the level of rent and service charge or matters that are about to go to a Court or Tribunal (or have already done so).

If you have any queries relating to this document or would like further information about our complaints procedures, please contact: complaints@networkstadium.org.uk