Complaints
How To Make a Complaint
Introduction to the Complaints Policy
1.1. Ekaya Housing Association aims to provide a high quality service. We recognise, however, that there may be occasions when we get things wrong or service users are unhappy about some aspect of our service.
1.2. This Complaints Policy sets out different stages a complaint is to go through, the timescales involved and who should be involved in handling the complaint.
1.3. A complaint is defined as “an expression of dissatisfaction made about the standard or quality of service, action or lack of action by Ekaya Housing Association or its staff affecting an individual or a group of individuals in receipt of the service provided by Ekaya.”
1.4. The policy seeks to create a positive approach to complaints. Complaints are valued as a means to continuously review and improve the services offered by the Association.
Please download the Complaints Policy below
