Housing Complaints

Wrexham County Borough Council is committed to Customer care. As part of our effort to provide efficient and effective services, we need to know when you have a problem.

We would also like to hear from you if you have any suggestions on how we can improve our services, or if you have any difficulty using any services or if you require any information on how we can help.

Housing Department's Comments and Complaints Procedure

The Complaints procedure deals with all complaints, commendations, compensation claims, petitions and neighbour nuisance issues.

The department wishes to ensure that all customer satisfaction and dissatisfaction shall be recorded and communicated to the relevant officer responsible for the aspect of the service in question.

A Commendation is any expression of satisfaction or praise from a customer about the service or their treatment by a member of staff which a customer feels should be recorded. This will usually entail more than a customer just acknowledging the service received by saying thank you.

A complaint is any expression of dissatisfaction from a customer, about the service or their treatment by a member of staff. Every form of complaint should be recorded.

The department recognises that commendations and complaints are a management tool to measure our customers' satisfaction with the service we provide. The communications are reality checks, which we must consider and act upon. This information is an opportunity for us to review our systems, prevent reoccurrence of poor service and improve the service we provide.

What is the Housing Department's Complaints Procedure?

All initial complaints received shall be forwarded to the Housing Department's Complaints Officer for registering at Stage 1 of the Complaints Procedure.

Stage 1 of the Complaints Procedure

The complaint will be acknowledged within 2 working days and the customer will be advised of the investigating officer. The complainant should receive a full written response within 20 working days of the Housing Department being in receipt of the complaint. If a full response cannot be given, an interim written response will be provided within the timescale, followed by the full written response.

If the customer is not happy with the written response or has not received a written response, the customer can take the complaint to:-

Stage 2 of the Complaints Procedure

The complaint will once again be acknowledged and the customer will be advised of a new investigating officer. The complainant should receive a full written response within 20 days of the Department being in receipt of the Stage 2 complaint.

If the customer is still not happy with the written response, or still not received a written response, the customer can take the complaint to:-

Stage 3 of the Complaints Procedure

The complaint will once again be acknowledged and the customer will be advised that the Councils Corporate Complaints Officer, will investigate the complaint further. The complainant should receive a full written response within 10 days of the Department being in receipt of the Stage 3 complaint.

How to Complain to the Housing Department?

Representations & Complaints Officer
Housing Services
Ruthin Road
Wrexham
LL13 7TU

Tel: 01978 315442
Email: housing@wrexham.gov.uk

The Housing Department will do their best to give a satisfactory outcome to your complaints or comments. However, if you are still not satisfied with the outcome of your complaint, you can complain directly to:

1 Ffordd yr Hen Gae
Pencoed
Bridgend
CF35 5LJ

Tel: 01656 641150
Fax: 01656 641199