Here we explain how you can make a complaint. We welcome feedback and we will use any complaints, comments or compliments to improve our service. We try to provide a high-quality service all the time,and we prefer to get everything right first time, every time. But sometimes, events we can't control prevent this or we make mistakes.
Tell us when you're unhappy
You can help us put things right by letting us know when you are unhappy with our service. If you tell us when you are unhappy, this should give us the chance to put things right straight away. If you are dissatisfied with our response, you can use our complaints process. You should always tell us about your complaint as soon as possible as we cannot investigate a complaint if it happened over six months ago.
We aim to be as helpful as possible. The process is simple and easy to follow. We will try to resolve problems quickly and learn from any mistakes to ensure they don't happen again. We will treat all complaints seriously, promptly and in confidence. Occasionally we may refuse to accept a complaint if we think it is being made in an unreasonable way or we may choose to handle a complaint outside the usual process if we feel this is more appropriate.
If your complaint is about nuisance, harassment or domestic violence, then our Community Safety Team will work with you to help resolve the issue – please see our pages under your tenancy for more information.
How to have your say
You can tell us in a number of ways – whichever suits you best.
- By calling Harvest Response on LoCall 0845 345 0272.
- By email to response@harvesthousing.org.uk.
- By letter to Harvest Response, PO Box 593, Preston PR2 2WU.
- By visiting or calling any of our neighbourhood offices.
- By downloading and completing the form on the right and returning it to Harvest Response.
What we will do
When you complain we will:
- take your complaint seriously and aim to put things right there and then
- take full details from you and investigate the matter if we can't resolve the problem right away. If your complaint is about your neighbours, contractors or staff, we will not reveal your identity if you don't want us to. Please recognising that in some cases this may limit our ability to help resolve your complaint.
- be polite, helpful and professional
- give explanations that are clear and easy to understand
- apologise when we have got things wrong
- ask you to complete a satisfaction survey on how your complaint was handled
- use lessons learned from complaints to improve our service.
Please ask us if you need any help in making a complaint or completing the form.