Complaints Policy
Cornwall Rural Housing Association aims to provide a good quality housing service meeting the needs and wishes of people living in the rural areas of Cornwall and the Isles of Scilly.
This page tells you the procedure you should follow if you feel that we have not met this aim and you wish to make a complaint about the service you have received.
If you do wish to make a complaint, please remember to provide as much detail as possible and to state clearly what you think should be done to solve your problem.
It will also be helpful if you can tell us if you have reported this problem previously and, if so, to whom and when.
Do not forget to provide us with details of your name, address and telephone number.
Stage One - Initial Complaint
Any person with a complaint about the service received from CRHA or anyone acting on our behalf should contact our office at 1 Dreason Barns, Bodmin Road, Bodmin where the staff will aim to resolve any complaint quickly and effectively.
Stage Two - Formal Complaint
If you are unhappy with the action taken under Stage One then please make a formal complaint to the Director.
The Director will investigate the complaint and may meet with you in an attempt to resolve the matter through negotiation and conciliation.
Stage Three - Appeal to the Board of Management
If you are still not satisfied with the way your complaint has been dealt with then you can appeal directly to the Board of Management by writing to the Chairman of the Association.
The Board will consider your complaint in detail and will respond in an appropriate manner.
Stage Four - Independent Housing Ombudsman
If you are dissatisfied with the outcome of the appeal you may have the right to approach the Housing Ombudsman Service at the address shown below.
Housing Ombudsman Service 81 Aldwych London WC2B 4HN Tel 020 7421 3800 Lo-Call 0845 7125 973 Minicom 020 7404 7092 Fax 020 7831 1942 Email info@housing-ombudsman.org.uk Website: http://www.ihos.org.uk/