Comments, Compliments & Complaints

Working closely with the Tenant Management Organisations, WATMOS Community Homes aims to give an excellent service to our customers.

Working closely with the Tenant Management Organisations we like to give our tenants an excellent service. That’s why it’s important that we know whether we are providing the right services for you and how we can improve them, or introduce new, more relevant ones.

That’s why we invite anyone using our services to:

  • Compliment our service if we have done something well
  • Comment or make suggestions on how we can improve our services
  • Complain about our service or the way you’ve been treated.

Comments and Compliments

There’s a Comments and Compliments folder at every TMO office. Your TMO Manager will respond to all comments in the folder within 5 working days or will write to you directly if that’s what you’d prefer.

Complaints

If you want to make a complaint informally you can always talk to the TMO staff or a TMO Management Committee Member. We’ll try to find a solution at the first point of contact. If you want to make a more formal complaint we’ll ensure the process is as quick and easy as possible.

Here’s how to go about making a formal complaint.

The Complaints Procedure

The Complaints Procedure is split into 2 stages:

Stage 1

Upon receipt of a formal complaint, we will send our acknowledgement of the complaint - via email or post - within 2 working days.

The complaint will be fully investigated and a explanation of the outcome will be sent within 10 working days.

Stage 2

If you are unhappy with the outcome from Stage 1, you can request a review of the complaint.

We will accept this request if:

  • It is received within 28 working days of the original outcome letter;
  • You have stated the reasons you feel a review is necessary, and;
  • You have specified the outcomes you would like from the review.

The review will be conducted by someone other than the original investigating officer.  They will look at whether the initial investigation followed procedure and whether issues raised were fully addressed.

The final decision of the review will be sent to you within 20 working days.

This will conclude Watmos’ complaints procedure.

 

Next Steps

If you are still not satisfied, you refer the matter to the Housing Ombudsman Service.

How to contact the Housing Ombudsman

Email: info@housing-ombudsman.org.uk

Online: Housing ombudsman ‘Make a Complaint’

Telephone: 0300 111 3000

By letter: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ

 

Equality and Diversity
WATMOS and the TMOs aim to provide a fair, appropriate and responsive service to all customers, irrespective of their race, colour, ethnic and national origin, nationality, gender, disabilities, religion, sexual orientation, marital status, HIV/Aids status, responsibility for dependents and age.

Customer Satisfaction
We welcome the views of customers from all sections of the community. Inviting feedback and new ideas help us improve and develop our services. If you feel that you have been unfairly treated or that WATMOS has not complied with the approach, please let us know.

Make it Right

It matters that you know how to complain to your housing association so the government has launched a complaints awareness campaign on a website which you can view here: Social Housing Complaints - Make It Right

Reporting to Tenants
We report to our tenants on how well we and the TMOs deal with compliments, comments and complaints in our Annual Report which can be obtained from our Walsall or London offices or from your local TMO.

WATMOS Community Homes Complaints Policy [pdf] 118KB 

WATMOS Community Homes Complaints Procedure [pdf] 245KB 

Reasonable Adjustments for Complaints Handling [pdf] 156KB

The Housing Ombudsman asks all landlords to complete and publish a self-assessment of their compliance with the Complaints Handling Code. We carried out our Self-Assessment in October 2020 and presented our findings to the Group Board on November 26th 2020.

Our self-assessment is located here - WATMOS Self Assessment [pdf] 305KB

The Housing Ombudsman Complaint Handling Code is located here - Complaint Handling Code [pdf] 241KB