Leeds Tenants Federation - Handling Complaints

In Leeds Tenants Federation we aim to provide the best possible service. But some times things go wrong and your complaints will help us put things right. Through our complaints policy, we hope to resolve complaints speedily, effectively and fairly.

How to make a complaint about Leeds Tenants Federation

Stage 1 – making a complaint

Complaints can be made verbally or in writing. In most cases we would hope to resolve the problem straight away.

If we cannot, we will acknowledge your complaint within 3 working days and let you know the results of our investigation within fifteen working days.

If we need to take longer to investigate because of the complexity of the matter, we will provide you with updates on the inquiry at fortnightly intervals. In some instances we may request the complaint in writing to aid the investigation.

Stage 1 – investigating complaints

Complaints about a specific member of staff will be investigated by the line manager. If your complaint concerns a member of the volunteer Management Committee, it will be referred to the Chair, or another impartial nominated member, to investigate, supported by a senior member of staff. In either case, we will let you know who is investigating your complaint and provide you with contact details and an estimated time for the completion of their inquiry.

Stage 2 – making a further complaint

If you are not happy with the response you have received at Stage 1 of the investigation, you can request that Leeds Tenants Federation reconsiders your complaint. This further complaint will be acknowledged as in Stage 1.

Stage 2 – investigating complaints

Leeds Tenants Federation Management Committee will appoint an impartial investigating officer who will respond to you within a further 15 days. This Stage 2 investigation will comment on the original complaint, the findings of the Stage 1 investigation and the reasons for the complainant’s continued dissatisfaction.

This Complaints Policy was agreed by Management Committee on 26 March 2006