COMPLAINTS

Where possible, we will try and deal with all service requests quickly and efficiently but sometimes things go wrong. When this happens, we want to know about it so we can put things right. By receiving complaints, we can learn from our mistakes and make sure the same problem doesn't happen again.

Our Complaints Policy, which can be downloaded at www.swan.org.uk/feedback, explains more about how we manage your complaints and what you can expect from us if you do complain.

As part of our Complaints Policy, we have adopted the Housing Ombudsman’s definition of a complaint. We consider a complaint to be:

Complaint

A complaint is an "expression of dissatisfaction, however made, about the standard of service, actions or a lack of action by Swan, our own staff or those acting on our behalf, affecting an individual customer or group of residents."