Because when you are making a complaint you are telling us that something has gone wrong we have a formal process for this information to pass through. We deal with all complaints in the strictest confidence. Firstly you are invited to discuss your concerns with the front line member of staff as it may be possible to sort things out on the spot. However, if you remain unhappy the issue will be progressed through the complaints process. To make sure that issues are dealt with as efficiently as possible your complaint will be dealt with at stage one initially and pass though stages two, three and four in order if this is necessary to find a satisfactory solution.

Stage	Responsibility	Response Time
1	The manager responsible for the service area that the complaint relates to.	10 working days
2	The director responsible for the service area that the complaint relates to.	10 working days
3	Chief Executive	10 working days
4	Special Appeals Committee	10 working days

If you feel at any stage of your complaint that you need to take legal advice, you should contact the local Citizen’s Advice Bureau, law centre or a solicitor. If you are still unhappy with the response that Three Rivers has provided after you have gone through all of the above stages, you can contact the Housing Ombudsman who will investigate complaints made against Housing Associations. The Ombudsman will only investigate your complaint if it has already been dealt with by Three Rivers Special Appeals Committee.

Housing Ombudsman
81 Aldwych
London


Tel: 020 7421 3800
Lo-call: 0845 7125 973
Minicom: 020 7404 7092
Fax: 020 7831 1942
E-mail: info@housing-ombudsman.org.uk