1. Immediate solution
If your complaint cannot be resolved immediately by an appropriate person, for example your housing officer or area surveyor or any other front-line staff, it will go to stage 2 in the complaints process.

2. Complaint is forwarded to your regional director or an appropriate manager
The regional director or other appropriate manager will again try to solve the complaint immediately. It will be acknowledged within ten working days after you tell us you are not satisfied with the way in which we've tried to resolve your complaint.

They will consider whether your complaint would be better resolved through independent mediation and, if so will do that with your agreement . Independent mediation is when a person totally unconnected to you or Raglan hears your complaint and makes a decision based on all the facts. Part of the agreement to mediation is that you and Raglan agree to be bound by the decision.

If you choose not to or it is inappropriate to use independent mediation then the manager will send you a full written response within a maximum of a further 15 days - sooner if possible. This gives the manager time to investigate all the facts thoroughly.
If you are still dissatisfied -

3. Request that the complaint is considered by the director of housing operations or head of housing policy and support
The director of housing operations/head of housing policy and support will also consider whether your complaint would be better resolved through independent mediation and, if so will do that with your agreement. If you choose not to or it is inappropriate to use independent mediation then the director of housing operations/head of housing policy and support will acknowledge your complaint within ten working days after you tell us you are not satisfied with the way in which we've tried to resolve your complaint. You will receive a full response within a further 15 days.
If you are still dissatisfied -

4. Request that the complaint is heard by the Complaints Panel
This panel is made up of Raglan's voluntary board members, some of whom will be residents themselves. You will be invited to meet the panel and explain why you feel dissatisfied and why you think your complaint still hasn't been dealt with adequately. The meeting will be very informal and you may bring along a friend to support you or speak on your behalf if you wish.

This is the end of Raglan's complaints process. If you are still not happy with the way your complaint has been dealt with you need to refer your complaint to the Housing Ombudsman Service. The contact details are below:

81 Aldwych
London WC2B 4HN
Tel: 0845 7125 973/0207 421 3800
Fax: 0207 836 3900
Email info@housing-ombudsman.org.uk
http://www.ihos.org.uk