Complaints

COMPLAINTS PROCEDURE

We love hearing positive feedback about our people. Please tell us about your experience and we’ll make sure to respond in a timely manner.

Please do not hesitate to get in touch via our complaints team at complaints@harrisonhunt.org 

We want to make it as easy as possible for you to tell us when you feel something’s gone wrong. If you’re not happy with the service we’ve provided, you can make a complaint via email. Alternatively, you can get in touch and speak to us over social media or, by post.

making a complaint

Harrison Hunt work hard to do our best for residents and meet our customer commitments:

  • We make it easy
  • We take responsibility
  • We get it done
  • We keep in touch

Harrison Hunt aim to deliver quality services to you, and our values should underpin everything that we do and the way that we do it. But we realise that sometimes things can go wrong and that’s when these commitments and values become even more important.

our complaints policy

Our complaints policy makes sure we take your issues seriously. We’ll make it easy for you to let us know when something’s gone wrong and we’ll work with you to resolve your complaint.

  • We make sure that we understand what’s happened from your point of view and look for a solution that works for you.
  • We’ll try to sort the issue out there and then to put it right. If not, we’ll make sure the right person investigates and resolves your complaint if it’s more complex or     specialised.
  • We’ll look at the cause of the issue so we can prevent it from happening again.
  • We’ll keep in touch until everything’s sorted out.
  • If we can’t agree on a solution, we’ll be honest about what we can and can’t do and only close a complaint when we’ve tried everything reasonable to resolve it.

LOGGING A COMPLAINT:

You can log a complaint in lots of ways. For example, in writing, by email at complaints@harrisonhunt.org. Whichever method’s easiest for you. We can log complaints from our customers and from external individuals who’ve been affected by one of our services.

WHAT SHOULD BE INCLUDED:

To help us resolve your complaint as effectively and quickly as we can, please provide as much information as possible including:

  • Names and addresses of any parties involved.
  • Dates/ times of any particular incidents.
  • Details of any steps already taken to resolve the issue. 
  • Any supporting evidence you’d like to include. 

It would be extremely useful to us if you could detail what you would feel is an acceptable outcome. 

WHAT HAPPENS NEXT?

We will confirm receipt of the complaint initiation within 5 working days. We will tell you who is handling your complaint and how to contact them.

Within 10 working days of the complaint initiation, we will email you our proposed resolution. In some instances, this might state our decision to take no further action. If you are unhappy with our response, please follow the procedure outlined in the ‘What if I’m not satisfied with the response?’ FAQ below. 

If a resolution cannot be issued within this timescale, we will still contact you to confirm:

  • Who is dealing with the complaint
  • The reason for the delay
  • How long it will be before a full reply will be issued

Within 30 days of the complaint initiation, we will send you a complaint assessment and response.

Further to this, where required, we will continue to contact you every subsequent 28 days until your complaint is resolved.

If the pathway to resolution requires us to carry out further work, please confirm your acceptance of this resolution, in writing, within 10 working days.

When your complaint is resolved, we will write to you with a closure statement.  This should be within 56 calendar days of your complaint initiation.

If we can’t resolve your complaint at the review stage, or you’re not satisfied with the outcome, you’ll have the option to refer your complaint externally.

WHAT IF I’M NOT SATISFIED WITH THE RESPONSE? 

If you aren’t satisfied with our response, you can forward your complaint to the attention of the board of directors. Please include your case number and send this to the board of directors details james@harrisonhunt.org.

If this includes our decision not to take any further action, we will write to you separately with our final response within 56 days of the complaint initiation date and provide details of your options. 

If we have been unable to reach a mutually agreeable resolution, you can request an independent review through your warranty provider or the relevant independent body.

The Ombudsman’s contact details are:

Housing Ombudsman Service

PO Box 152

Liverpool

L33 7WQ

Phone: 0300 111 3000

I HAVE A WARRANTY ISSUE:

Information pertaining to warranty claims or issues please contact your warranty provider which is located in your O&M provided when you moved into your property or for Lochford Gardens, please use the following details:

Ark Insurance Group Ltd

1410 Spring Place

Herald Avenue 

Coventry 

CV5 6UB 

Email: info@arkinsurance.co.uk

Phone: 02476 437611

HARRISON HUNT

5 GRINDLAY STREET

EDINBURGH 

EH3 9AT

E: hello@harrisonhunt.org

 

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