Trident Group is committed to giving you the best service possible, but if something goes wrong, we want you to tell us. We value complaints and use the information from them to help us improve our services. The information below describes our complaints process and how to make a complaint.
What is a complaint?
Section 1.2 of the Housing Ombudsman’s Complaint Handling Code defines a complaint as:
“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”
In other words, a complaint is when you as our resident or customer are dissatisfied about our action or lack of action, or about the standard of service provided by us or on our behalf.
What kind of things can I complain about?
- If we take a long time to respond to any of your enquiries
- If you think we have failed to provide a good service
- If any of our staff or contractors have delivered a bad service
- If we failed to follow our procedures properly
What can’t I complain about?
- Neighbour nuisance – this will be dealt with by our housing or care/support staff in accordance to the Anti-Social Behaviour Policy
- Health and safety concerns – these should be reported immediately to ensure prompt rectification
- Where there are safeguarding issues – these should be reported immediately and action taken in accordance with safeguarding policies and procedures
- If legal proceedings have started against Trident Group – this is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.
- If it is an attempt to re-open a previously concluded complaint – if you are unhappy with the outcome you should refer it to Housing Ombudsman Service.
- If the issue giving rise to the complaint occurred over six months ago (excluding safeguarding or health and safety issues).
How do I make a complaint?
You can complain in person at our offices or services, by phone, email, letter or through our website.
What happens with my complaint?
We have a two stage process in managing and resolving a complaint, which is explained below:
Trident Group will provide advice to complainants on accessing the Housing Ombudsman Service, who can assist throughout the life of a complaint.
To contact the Housing Ombudsman Service, please see the following details:
Housing Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9GE
Tel: 0300 111 3000
What if I need support to make a complaint?
You can make a complaint through an external representative such as an MP, a Councillor, friend, family member, solicitor or via Citizens Advice. If you are receiving support from our services, then one of our staff members will assist you to the best of their ability. They will remain objective and not involve themselves in the investigation except to support and advocate you, wherever required.
Should you need to request this information or read our documents in another language or in an accessible format, please email email@example.com to request a copy.