Compliments, Concerns and Complaints Please tell us what you think about the services of
Helping us improve our service to you www.pennaf.co.uk Opening Doors – Enhancing Lives Clwyd Alyn and Tyˆ Glas are charitable Industrial and Provident Societies
Compliments, Concerns and Complaints We strive to achieve the highest standards of customer service and care in serving you. We aim to learn from what you tell us we’re doing well and if you have a concern or a complaint we aim to learn from your feedback. Telling us when you are dissatisfied with our service is important as it means we have an opportunity to put things right there and then and improve the service in the future. We welcome your feedback by telephone but you may be asked to complete a concerns and complaint form to ensure we have a full understanding of where we did not meet your expectations. It also helps us to understand what you think should be done to put things right. We can provide help in completing the form. This information leaflet tells you how to make a compliment, express a concern or make a complaint and what we will do to resolve it promptly and fairly.
Contact Us You can contact The Pennaf Housing Group and offer your feedback by: Writing or filling in the form attached to this leaflet and posting it to: The Pennaf Housing Group 72 Ffordd William Morgan St Asaph Business Park St Asaph, Denbighshire LL17 0JD E-mailing: sheryl.meakin@pennaf.co.uk Telephoning: Customer Services: 0800 183 5757 (local rate call) Compliments, Concerns and Complaints Team: 01745 536891 / 536802 PenAlyn: 01745 536100 Faxing: 01745 538392
Compliments
Policy
If you wish to compliment a service or an employee then you should contact the service you have been dealing with, the Customer Services Team or the Complaints Team. Your feedback will be acknowledged and recorded on our database
A full copy of our Compliments, Concerns and Complaints Policy can be made available upon request.
Concerns and Complaints When you express a concern or make a complaint we will usually respond in the way we explain on the next page. However if you’re approaching us for the first time, e.g. if you wish to report a missed maintenance appointment or if you need the assistance of a Housing Officer, then this procedure doesn’t apply. You should first give us a chance to respond to your request. You can make a request for service by contacting either our Customer Services Team or the PenAlyn Maintenance Services Team. Normally we only look at your concerns or complaints if you tell us about them within 12 months. This is because it’s better to look into things while the issues are fresh in everyone’s mind.
Leaflet in Alternative Formats If you would like to receive a copy of this information leaflet in a different format, for example, larger print, Braille or tape, please contact our Customer Services Team on:
0800 183 5757 (local rate call)
How we Process your Concerns and Complaints
also ask you what outcome you are hoping for. We aim to resolve Stage 2 complaints within 20 working days
Stage 1: Informal Resolution
from receipt but if your complaint is more complex we will let you know within this time why we think it may take longer to consider.
If possible, we believe it’s best to deal with things straight away rather than try to sort them out later. Contact the service you have been dealing with, the Customer Services Team, or the Complaints Team. Your complaint will be recorded and the officer will try to resolve it for you there and then. If the concern or complaint cannot be sorted out informally within about 10 days, or is complicated, it will be investigated at Stage 2.
Stage 2: Formal Investigation If you are not satisfied with the response you receive from us at the Informal Resolution Stage, you can ask for your complaint to be escalated to Stage 2. Contact the Complaints Team and they will arrange for the complaint to be investigated by the Departmental Director. The attached form is available for your use. We will tell you who has been asked to look into your complaint and we will
Stage 3: External Appeal If we do not succeed in resolving your complaint, you may complain to the Public Services Ombudsman for Wales. The Ombudsman is independent of the Pennaf Housing Group and can look into your complaint if you believe that you, personally, or the person on whose behalf you are complaining, have been treated badly or received a bad service. You can contact the Ombudsman by e-mail ask@ombudsman-wales. org.uk or telephone 0845 601 0987. You can also write to Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ and further information can be found on: www.ombudsman-wales.org.uk
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Section A: Your details Surname: Forename(s):
Title:Mr/Mrs/Miss/Other
(please state)
Address and postcode:
Your e-mail address: Daytime contact number: Mobile number: Please state how you would prefer us to contact you (for example by e-mail or telephone):
Your requirements If our usual way of dealing with compliments, concerns and complaints make it difficult for you to use our service, for example if English or Welsh is not your first language or you need to engage with us in a particular way, please tell us so that we can discuss how we might help you. The person who is complimenting us or the person who experienced a problem should normally fill in this form. If you are filling this form on behalf or someone else, please fill in section B. Please note that before taking forward a complaint we will need to satisfy ourselves that you have the authority to act on behalf of the person concerned.
Section B: Their details Their name in full: Correspondence address and postcode (if different from your details):
Daytime contact number: Mobile number: What is your relationship to them?
Compliments, Concerns and Complaints
(Please continue your answers to the following questions on a separate sheet(s) if necessary)
Section C: About your compliment C1. Name of the department/section/service you are complimenting: C2. What did the service (or employee) do for you? C3. How did this affect you personally / why are you complimenting us?
Section D: About your concern / complaint D.1 Name of the department/section/service you are complaining about: D.2 What do you think they did wrong or failed to do? D.3 Describe how you personally have suffered or have been affected. D.4 What do you think should be done to put things right? D.5 When did you first become aware of the problem? D. 6 Have you already put your concern to the service responsible for delivering the service? If so, please give brief details of how and when you did so. D.7 If it is more than 12 months since you became first aware of the problem, please give the reason why you have not complained before now. If you have any documents to support your concern/complaint, please attach them with this form. Signature:
Date:
When you have completed this form, please send it to: The Pennaf Housing Group, 72 Ffordd William Morgan, St Asaph Business Park, St Asaph, Denbighshire, LL17 0JD
Canmoliaeth, Pryderon a Chwynion Dywedwch wrthym beth ydych chi’n ei feddwl am wasanaethau
Ein helpu i wella ein gwasanaeth i chi www.pennaf.co.uk Agor Drysau – Gwella Bywydau Mae Clwyd Alyn a Tyˆ Glas yn Gymdeithasau Diwydiannol a Darbodus Elusennol
Canmoliaeth, Pryderon a Chwynion Rydym yn ymdrechu i gyflawni’r safonau uchaf o ran gwasanaeth cwsmeriaid a gofal wrth eich gwasanaethu chi. Rydym yn anelu at ddysgu oddi wrth yr hyn y byddwch yn ei ddweud wrthym yr ydym yn ei wneud yn dda ac os bydd gennych bryder neu gwˆ yn rydym yn anelu at ddysgu o’ch adborth. Mae dweud wrthym pan fyddwch chi’n anfodlon ar ein gwasanaeth yn bwysig gan ei fod yn golygu bod gennym gyfle i gywiro pethau yn y fan a’r lle a gwella’r gwasanaeth yn y dyfodol. Rydym yn croesawu eich adborth dros y ffôn ond efallai y gofynnir i chi lenwi ffurflen pryderon a chwynion i sicrhau ein bod yn deall yn iawn pryd yr ydym wedi methu bodloni eich disgwyliadau. Mae’n ein helpu hefyd i ddeall beth ddylid ei wneud i gywiro pethau. Gallwn roi help i chi lenwi’r ffurflen hon. Mae’r daflen wybodaeth hon yn dweud wrthych sut i roi canmoliaeth, mynegi pryder neu gyflwyno cwyn a beth fyddwn ni’n ei wneud i’w datrys yn brydlon a theg.
Cysylltwch â Ni Gallwch gysylltu â Grwˆp Tai Pennaf a chynnig eich adborth trwy: Ysgrifennu neu lenwi’r ffurflen sy’n atodedig i’r daflen hon a’i phostio at: Grw ˆ p Tai Pennaf 72 Ffordd William Morgan Parc Busnes Llanelwy Llanelwy, Sir Ddinbych LL17 0JD E-bostio: sheryl.meakin@pennaf.co.uk Ffonio: Gwasanaethau Cwsmeriaid: 0800 183 5757 (galwad cyfradd leol) Tîm Canmoliaeth, Pryderon a Chwynion: (01745) 536891 / 536802 PenAlyn: 01745 536100 Anfon Ffacs: 01745 538392
Canmoliaeth
Polisi
Os hoffech ganmol gwasanaeth neu weithiwr yna dylech gysylltu â’r gwasanaeth yr ydych wedi bod yn ymwneud ag o, y Tîm Gwasanaethau Cwsmeriaid, neu’r Tîm Cwynion. Bydd eich adborth yn cael ei gydnabod a’i gofnodi ar ein cronfa ddata.
Mae copi llawn o’n Polisi Canmoliaeth, Pryderon a Chwynion ar gael os gofynnir amdano.
Pryderon a Chwynion Pan fyddwch yn mynegi pryder neu’n cyflwyno cwyn fel arfer byddwn yn ymateb yn y ffordd yr ydym yn ei hesbonio ar y dudalen nesaf. Ond, os ydych yn cysylltu â ni am y tro cyntaf, e.e. os dymunwch roi adroddiad am apwyntiad cynnal a chadw a gollwyd neu os bydd arnoch angen cymorth Swyddog Tai, yna nid yw’r weithdrefn yma yn berthnasol. Dylech roi cyfle i ni ymateb i’ch cais yn gyntaf. Gallwch ofyn am wasanaeth trwy gysylltu â naill ai ein Tîm Gwasanaethau Cwsmeriaid neu Dîm Gwasanaethau Cynnal a Chadw PenAlyn. Fel arfer ni fyddwn yn edrych ar eich pryderon neu gwynion oni bai eich bod yn dweud wrthym amdanynt cyn pen 12 mis. Mae hyn oherwydd ei bod yn well edrych ar bethau tra bydd y digwyddiadau yn ffres yng nghof pawb.
Y Daflen mewn Ffurfiau Eraill Os hoffech dderbyn copi o’r daflen wybodaeth hon ar ffurf wahanol, er enghraifft, print bras, Braille neu dâp sain, cysylltwch â’n Tîm Gwasanaethau Cwsmeriaid ar:
0800 183 5757 (galwad cyfradd leol)
Sut y byddwn yn Prosesu eich Pryderon a Chwynion Cam 1: Datrysiad Anffurfiol Os yn bosibl, credwn ei bod yn well ymdrin â phethau yn syth yn hytrach na cheisio eu datrys yn nes ymlaen. Cysylltwch â’r gwasanaeth yr ydych wedi bod yn ymwneud ag o, y Tîm Gwasanaethau Cwsmeriaid, neu’r Tîm Cwynion. Bydd eich cwyn yn cael ei chofnodi a bydd y swyddog yn ceisio ei datrys i chi yn y fan a’r lle. Os na ellir datrys y pryder neu gwˆ yn yn anffurfiol cyn pen tua 10 diwrnod, neu os bydd yn gymhleth, bydd yn cael ei hymchwilio ar Gam 2.
Cam 2: Ymchwiliad Ffurfiol Os nad ydych yn fodlon ar yr ymateb y byddwch yn ei dderbyn gennym ni yn y Cam Datrysiad Anffurfiol, gallwch ofyn i’ch cwyn gael ei symud ymlaen i Gam 2. Cysylltwch â’r Tîm Cwynion a byddant yn trefnu i’r gwˆ yn gael ei hymchwilio gan y Cyfarwyddwr Adrannol. Mae’r ffurflen sydd yn atodedig ar gael i chi ei defnyddio. Byddwn yn dweud wrthoch i bwy y gofynnwyd iddo i edrych ar eich
cwyn a byddwn hefyd yn gofyn am ba ganlyniad yr ydych yn gobeithio. Rydym yn anelu at ddatrys cwynion Cam 2 cyn pen 20 diwrnod gwaith o’u derbyn ond os yw eich cwyn yn fwy cymhleth byddwn yn rhoi gwybod i chi o fewn yr amser hwn pam ein bod yn meddwl y gall gymryd mwy o amser i’w hystyried.
Cam 3: Apêl Allanol Os na fyddwn yn llwyddo i ddatrys eich cwyn, gallwch gyflwyno cwyn i Ombwdsmon Gwasanaethau Cyhoeddus Cymru. Mae’r Ombwdsmon yn annibynnol o Grwˆ p Tai Pennaf a gall edrych ar eich cwyn os credwch eich bod chi, yn bersonol, neu’r unigolyn yr ydych yn cwyno ar ei ran, wedi cael eich trin yn wael neu gael gwasanaeth gwael. Gallwch gysylltu â’r Ombwdsmon trwy e-bost ask@ombudsmanwales.org.uk neu ffonio 0845 601 0987. Gallwch hefyd ysgrifennu at yr Ombwdsmon Gwasanaethau Cyhoeddus Cymru, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ a gellir cael rhagor o wybodaeth yn: www.ombudsman-wales.org.uk
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Adran A: Eichmanylion Cyfenw: Enw(au) cyntaf:
Teitl:Mr/Mrs/Miss/Arall (nodwch)
Cyfeiriad achod post:
Eich cyfeiriad e-bost: Rhif cyswllt yn ystod y dydd: Rhif ffôn symudol: Nodwch sut yr hoffech i ni gysylltu â chi (er enghraifft trwy e-bost neu dros y ffôn):
Eich gofynion Os yw ein ffordd arferol o ymdrin a chanmoliaethau, pryderon a chwynion yn ei gwneud anodd ichi ddefnyddio’n gwasanaeth, er enghraifft os nad Cymraeg neu Saesneg yw’ch iaith gyntaf neu os oes angen i chi ymgysylltu a ni mewn modd penodol, dywedwch wrthym fel bo modd i ni drafod ffyrdd o’ch helpu. Fel arfer, bydd angen i’r sawl sydd am ein canmol neu sydd wedi cael problem lenwi’r ffurflen han. Os ydych yn llenwi’r ffurflen han arran rhywun arall, llenwch adran B. Cyn derbyn cwyn, sylwch y bydd raid i ni fad yn fodlon bod gennych yr awdurdod priodol i weithredu ar ran y sawl dan sylw.
Adran B: Eumanylion Eu henw llawn: Cyfeiriad gohebu a chod post (os yw’n wahanol i’ch many/ion ch):
Rhif cyswllt yn ystod y dydd: Rhif ffon symudol: Beth yw’ch perthynas â nhw?
Canmoliaeth, Pryderon a Chwynion
(Ysgrifennwch eich atebion i’r cwestiynau canlynol ar daflen(ni) ar wahan os oes angen)
Adran C: Eich canmoliaeth C1. Enw’r adran/is-adran/gwasanaeth yr ydych am ei ganmol: C2. Beth wnaeth y gwasanaeth (neu’r gweithiwr) i chi? C3. Sut effeithiodd hyn arnoch chi’n bersonolI pam ydych am ein canmol?
Adran Ch: Eich pryder I cwyn D.1 Enw’r adran/is-adran/gwasanaeth yr ydych yn cwyno amdano/amdani: D.2 Beth ydych chi’n meddwly gwnaethant o’i le, neu beth a fethont a’i wneud? D.3 Disgrifiwch sut ydych chi’n bersonol wedi dioddef neu wedi cael eich effeithio. D.4 Beth ydych chi’n meddwl y dylid ei wneud i gywiro pethau? D.5 Pryd ddaethoch yn ymwybodol o’r broblem? D. 6 Ydych chi eisoes wedi cyflwyno’ch pryder i’r gwasanaeth sy’n gyfrifol am ddarparu’r gwasanaeth? Os felly, rhowch fanylion cryno am sut a phryd y gwnaethoch hynny. D.7 Os oes mwy na 12 mis wedimynd heibio ers i chi ddod yn ymwybodol o’r broblem, nodwch pam nad ydych wedi cwyno cyn nawr. Os oes gennych unrhyw ddogfennau i ategu’ch pryder/cwyn, atodwch nhw gyda’r ffurflen hon. Llofnod:
Dyddiad:
Anfonwch y ffurflen hon gydag unrhyw ddogfennau eraill at y: Grw ˆ p Tai Pennaf, 72 Ffordd William Morgan, Parc Busnes Llanelwy, Llanelwy, Sir Ddinbych, LL17 0JD