TENANTS

Complaints Procedure

Westbourne Community Trust

A Complaint is an expression of dissatisfaction with Westbourne Community Trust (WCT).

Westbourne Community Trust (WCT) is committed to achieve high standards in all that we do but recognise that there may be occasions when you might be unhappy with the way we administer the Trust.

We would urge you, firstly, to discuss the matter with a Trustee.  Often this will resolve the matter but if not you may wish to make a formal complaint.

You should put your complaint in writing by email to the Chair of the WCT, Frank Campbell: frank@westbournecommunitytrust.org or by writing to the registered office address below.

The Chair will acknowledge receipt within 5 days of receipt clarifying our understanding of the issue to be addressed, and inviting clarification or further comment as appropriate. This may involve a meeting with you.

The Chair and two other board members will investigate and will reach a decision on the

issue, informing you of that decision, the reasons for it, and any action that is proposed as a result of that decision within 10 days of the complaint being acknowledged. You will be given the opportunity to respond to that decision, and the Chair will acknowledge receipt of the response within 5 days.

If you remain dissatisfied with any aspect of our handling or the outcome of the complaint, then the dispute will be  referred for mediation. Our chosen mediation provider is Sussex Mediation Alliance www.sussexmediationalliance.org.uk

WCT has appointed PHA Homes to manage its properties and to provide services to the tenants residing in the properties.  Any complaint about the services PHA provide should be addressed to

PHA Homes, either through the Tenants’ Portal or by writing to:

32 Dragon Street

Petersfield, Hants

GU31 4JJ

Tel: 01730 263589

There may also be circumstances where the complaint involves both the services provided by PHA and the Board of WCT or an individual trustee.  In such circumstances the complaint should be made to PHA who will refer to WCT where necessary then undertake to coordinate their response to the complaint.

Both WCT and PHA are members of the Housing Ombudsman Service and are committed to upholding the Housing Ombudsman’s Complaint Handling Code:  www.housing-ombudsman.org.uk/landlords-info/complaints-handling-code.