How To Make A Complaint

How You Can Make a Complaint

• Email: complaints@irishcauseway.org.uk
• Talk to a staff member in person or by phone: 020 8365 1751
• Fill in the Complaints Form on our website: www.irishcauseway.org.uk
• Write a letter to: Causeway Irish Housing Association, Haringey Irish Centre, Pretoria Road, London, N17 8DX

Stage 1 Complaint

1. You tell us your complaint.
   o Writing is best, but staff can help if you find writing difficult.
   o If someone else complains for you, you must sign to give permission.
2. We acknowledge your complaint.
3. We respond within 10 working days.

Stage 2 Complaint

1. If you are not happy with the Stage 1 response, you can ask for Stage 2.
2. We acknowledge your Stage 2 request.
3. We respond within 20 working days.
   o If we need more time, we will explain why.
   o We will give a new date (no more than 10 extra working days).
   o We will give you details of the Housing Ombudsman
   

Ombudsman Services

1. If you are still unhappy after Stage 2, you can contact the Housing Ombudsman.
2. We may still work with you to try to fix the problem.
   

How to Contact the Housing Ombudsman

• Online form: Housing Ombudsman website
• Phone: 0300 111 3000
• Write to: Housing Ombudsman Service PO Box 1484 Unit D Preston R2 0ET
  Or Contact:
  Local Government & Social Care Ombudsman PO Box 4771 Coventry CV4 0EH Phone: 0300 061 0614
  Confidentiality
• Your complaint is kept private and handled safely under Data Protection rules.
  Other Ways to Give Feedback
• Tenant Satisfaction Surveys – sent once a year.
• Tenants’ Forum – held every 3 months.
• Talk to Us – staff visit homes and hold meetings.
• Social Media – follow and message us.
• Email – send ideas to feedback@irishcauseway.org.uk
• Feedback Box – at our Head Office for anonymous comments.