At Merthyr Valleys Homes we aim to provide our customers with a high level of service, however on occasion there may be times when we fail to provide the level of service required.
Complaints are an important aspect of our business, as they not only help us to identify where we have failed to deliver a service, but also areas where we need to improve.
As well as learning from our mistakes, it is also important for us to know when we are doing something right. We encourage you to let us know if you have been impressed with any aspects of our services, or if you think that any of our staff have excelled in their duties.
In addition to complaints and compliments we also welcome any suggestions you may have on how we can improve our existing services or on any new services you think we should introduce at Merthyr Valleys Homes.
There are three stages to the formal complaints process: One of the easiest ways to complain or provide feedback is to use the
online form.
Step 1 - Initial Complaint
The Quality and Policy Officer will send you an acknowledgement letter immediately on receipt of a complaint and will ensure that the complaint is investigated.
We aim for a full written response to be sent within 10 working days of receipt of the complaint. If this is not going to be achieved then we will advise you of this, but it will not be longer than 15 days after receipt of the complaint.
Step 2 – Referral to the Head of Service
If you are not happy with the response you must advise us within 21 working days of receiving the response. You can also contact the Public Services Ombudsman for Wales at this stage. The complaint will then be brought to the attention of the appropriate Manager/Director, who will review the matter.
A full written response will be provided within 10 working days of the receipt of the complaint letter, but if this is not going to be achieved because more information is required, then we will advise you of this, but it will not take longer than 15 days.
Stage 3 – Review by Complaints Panel
If you are still unhappy with the Manager’s/Director’s response you must advise us within 21 working days, and a further review will be undertaken by the Complaints Panel. This Panel consists of three board members, one of whom will be a Resident Board member and the Chief Executive of Merthyr Valleys Homes. The panel will be set up within 21 working days, and you will have the opportunity to present your case to the panel members.
The panel will then provide you with a full written response within 10 working days of the meeting.
The panel’s decision is final and is the last stage of our internal procedures.
If you are still not happy with the outcome, you can complain to the Public Services Ombudsman for Wales at:
1 Ffordd yr Hen Gae
Pencoed
Bridgend
CF35 5LJ