Section 9 - Resident involvement & feedback

Trent & Dove Housing is committed to listening to residents. In 2022 we launched our Louder & Stronger campaign which sets out our plan for customer engagement and includes new ways for residents to get involved.

See our website for up-to-date information and for details of the ways you can make your voice heard www.trentanddove.org

Customer Committee

Members of this Committee are customers and stakeholders who scrutinise services and make sure that we are listening to our customers. One of the places is taken by leaseholder or shared owner. If you would like to get involved then please contact us on 01283 528528 or for more information www.trentanddove.org

We would also like to hear from you if our staff have provided you with outstanding service or if you have any comments to make on how our service can be improved.

Our aim is to provide an excellent service to all our residents. However, we do know that sometimes things can go wrong and there may be occasions when you feel our service has fallen short of your expectations.

We would welcome the opportunity to deal with these matters as quickly as possible and would ask that you speak to us about your concerns first to allow us the chance to put matters right.

Should you still feel that the issue has not been dealt with to your satisfaction, then please call customer services on

01283 528528, or complete an on-line form on our website at www.trentanddove.org or  email  us  at  enquiries@trentanddove.org

If you are not satisfied with the way your complaint is progressing, or the resolutions we may suggest; you can request mediation as a way of resolving your complaint at any stage. Mediation is a voluntary means of resolving a dispute with the help of a neutral third party to find a compromise, which all parties agree to.

The Leasehold Advisory Service provides free advice on the law affecting residential long leasehold property and commonhold. You can book a telephone appointment via their website at www.lease-advice.org

Housing Ombudsman

The Ombudsman will investigate your complaint only if you have been through all stages of our customer complaints procedure and you still remain dissatisfied. You can contact the ombudsman at:

www.housing-ombudsman.org.uk

info@housing-ombudsman.org.uk

The First Tier Tribunal (Property Chamber)

This Tribunal is the body appointed to make decisions on disputes between a landlord and residential leaseholders. The FTT is an independent body unconnected to either party or any other public agency. You can apply to the FTT here:

www.gov.uk/courts-tribunals/first-tier-tribunal-property-chamber