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We pride ourselves in providing a high standard of service to our customers but we accept that sometimes you may feel we did not meet your expectation. If you feel something has gone wrong and you want to make a complaint, please click here. Below is a summary of our three stage complaints procedure.
If you feel the service received was less than you expected we would like you to give us a chance to put things right and you should contact the person that you usually deal with (for example, your housing officer) and tell them about it. Do this as soon as possible and our staff will do their best to sort the problem for you.
However, if you continue to feel unhappy with Rooftop’s actions, decisions or level of service then your problem will be investigated through our complaints procedure. We will give you an explanation and take action to put things right.
Our three stage complaints procedure
Stage one – the Manager
When we receive your complaint we will ask the Manager of the relevant service area to carry out an investigation and send you their response within 10 working days.
Stage two – the Director
If you feel your problem has not been resolved with the response at stage one, you can ask for your complaint to be reviewed by the relevant Director who will carry out a further investigation on the actions taken and send you their response within 10 working days.
Stage three – the Complaint Review Panel (Customer Panel Member, Tenant Board Member, Group Chief Executive)
If you feel your problem has not been resolved with the response at stage two, your complaint can progress to the final stage of our complaints procedure for consideration by the Complaint Review Panel.
The Housing Ombudsman Service
They will usually only consider a complaint if it has gone through all three stages of Rooftop’s complaints procedure. If you still feel your problem has not been resolved, you can ask us to refer your case to the Housing Ombudsman within 12 months of reaching the end of Rooftop’s complaints procedure.
Or you can contact them direct at:
Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Phone: 020 7421 3800
Email: info@housing-ombudsman.org.uk
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