How to Make a Complaint

A complaint is an expression of dissatisfaction about the way Wimbledon Park Co-operative has provided a service, made a decision, communicated with a resident, or failed to take action where action was expected.
A complaint may include concerns that:

• We have done something that should not have been done.
• We have failed to do something that should have been done.
• The standard of service received was not acceptable.
• There has been an unreasonable delay.
• A mistake has been made.
• Incorrect or misleading information has been provided.
• A member of staff, contractor or representative has behaved inappropriately.
• A contractor acting on our behalf has provided a poor service.

Residents do not need to use the word “complaint” for a complaint to be recognised. If a resident tells us they are unhappy with a service, decision, or action, we will consider whether the matter should be handled through the complaints process.

A complaint can be made by contacting the estate office through the following:

• Email: [email protected]
• Telephone: 0208 780 9980
• Visit: Flat 2 Fernwood, London, SW19 6LR

Our office opening hours are Monday to Friday, 10am to 4pm.

If you require assistance making a complaint or require information in an alternative format, please let us know and reasonable adjustments will be considered.

Wimbledon Park Co-operative is committed to providing a high-quality service to all of its residents.  We are also committed to treating everyone who comes into contact with the Co-operative fairly and reasonably.

Any resident who feels that Wimbledon Park Co-operative has not provided them with a high-quality service, or has not treated them fairly, has the right to use this Complaints Procedure.
The Co-operative is only able to investigate complaints raised by the person affected, and with enough information to assist staff with dealing with the complaint at hand. Your complaint will be treated in confidence.

If you would like to make a complaint, you can contact us online, by email, telephone, letter or in person. You do not need to use the word “complaint” for us to recognise that you are unhappy with a service or decision.

Stage 1 – Your complaint will be acknowledged within two working days by the Estate Manager, who will aim to investigate and resolve your complaint within 10 working days or sooner if possible. Our aim is to reach a solution by this stage. However, there are further steps if you are still not satisfied.

Stage 2 – If you are still unhappy following the Stage 1 response, you can raise the complaint with the Council’s Western Area Housing Team Resident Participation Officer (RPO).  The RPO will collate the Stage 1 documentation and refer the complaint to the Corporate Complaints Team who will review Stage 1 and the handling of the complaint to ensure it has been thoroughly investigated and that an appropriate response was provided. You must submit your request for a review within 20 working days of receiving the Stage 1 response and you will need to explain why the Stage 1 response has not resolved the complaint and what outcome you are seeking in order to resolve the matter at Stage 2.

The process is then as follows:

• The Housing and Regeneration Department will acknowledge receipt of the complaint in writing within 2 working days.  The recipient of the complaint must also notify the Corporate Complaints Team who will then liaise with the complainant throughout the Stage 2 process.
• The review will be undertaken by a Senior Manager or Head of Service.

• The Council will provide a written response, with a decision on the complaint, following a review at Stage 2 within 20 working days from receipt.  If the Council are not able to meet this timescale, the complainant will be kept informed by the Corporate Complaints Team.

• Sign off is completed by a Senior Manager, usually the Assistant Director or Chief Executive.

This will be the Council’s final decision and marks the end of the complaints procedure.  At the end of the Stage 2 response the complainant will be provided with the contact details of the Housing Ombudsman Service if they are still dissatisfied.

If you remain dissatisfied after receiving a Stage 2 response, you may refer your complaint to the Housing Ombudsman Service. Residents may contact the Housing Ombudsman at any stage for advice and guidance.

The Co-operative will retain copies of the complaint, the acknowledgement, any holding responses and the final response on file according to the retention policy.  The RMO must also record information gathered, learning from the complaint, and monitor progress and stage reached for complaints. The Management Board are updated on any complaints every three months.  Complaints recorded will be fed back to the Business Support Team on a quarterly basis.