Compliments, Complaints and Suggestions Procedure

1. Home
2. FAQs
3. Compliments, Complaints and Suggestions Procedure

Introduction

We want you to receive an excellent service from us. We always try to do this, but sometimes we don’t get it quite right.

That’s why hearing about things we have done well or things that we could improve on, is really important to us.

Sales complaint

We can help

Tell us what part of our service or procedure you are unhappy about and what you would like us to do to resolve the matter. You can do this by contacting WV Living at CustomerCare@wvliving.co.uk

Putting your complaint in writing helps us to ensure we have understood all your issues and concerns, which in turn ensures we investigate them fully and fairly. We will acknowledge receipt in writing within four working days, and:

The process – Stage 1

• Your complaint will be considered by a member of the WV Living team.
• You will be advised in the written acknowledgment who is to be responsible for investigating your complaint.
• You will receive a detailed response within ten working days of our receiving your complaint.
• If further time is required you will receive a written explanation for any delay at the end of the ten working day time frame. The delay, for example, could be due to us waiting for reports from a third party.
• Should you have any concerns in the meantime, please contact the member of staff whose name and contact details appear in the written acknowledgment.
• If we do not hear from you within a further eight weeks of our written response, we will assume the matter has been addressed and we will close our file.

Still unhappy? – Stage 2

• After receiving our response, if you feel your complaint has not been fully addressed, please let us know.
• Your communication will be acknowledged within four working days.
• Your complaint will be considered at board level who will not have been involved in the initial review of your complaint.
• A second response will be issued within ten working days of our receipt of your request for a further review.
• Should an agreeable solution still not be achievable, the customer will be advised to seek external legal advice. All responses to customer complaints will be made via the same medium as it was received – please check the Consumer code.
• That is the end of the WV Living complaints procedure.

What other options are there?

If you are still unhappy with our response. You can contact the Housing Ombudsman at www.housing-ombudsman.org.uk or by calling 0300 111 3000