Site map Cookie Policy Skip to Navigation Accessibility Text Size: Contrast: Make a complaint Home About Us Living With Estuary Welfare Reform Supported Housing Finding a Home Building New Homes Family Services Green Zone Now viewing: Home > About Us > Have Your Say > Make a complaint Customer Feedback Survey Customer Feedback Survey Note: Questions marked by * are mandatory * This is a mandatory field. Title: * This is a mandatory field. First name: * This is a mandatory field. Last name: Email address: Home telephone: Mobile telephone: Complaint reference number (if known) * This is a mandatory field. What was the reason for your complaint? Failure to keep appointment Failure to reply to letter Failure to provide service Repair request Contractor Cyclical decorations Day to day completions Quality of work Allocations/transfers/mutual ex. Consultation Home ownership Occupancy rights Staff Other (please specify below) Other: What did you want Estuary to do to put this right? Apologise Provide information Explain a decision Carry out a repair Refund money owed to you Improve procedures Change a policy Pay compensation Improve customer care Other: * This is a mandatory field. How did you complain to Estuary? In person In writing By e-mail By fax By phone Using a complaint form Using a website form Other (please specify below) Other: How easy did you find the process of making your complaint? Very easy Easy Neither easy or difficult Difficult Very difficult Does not apply Very satisfied Satisfied Neither satisfied or dissatisfied Dissatisfied Very dissatisfied Does not apply How satisfied were you with the way Estuary handled your complaint? How satisfied were you with the outcome of your complaint? If you were dissatisfied or very dissatisfied with either of the above, why was this? My complaint was not accepted No action was taken Delay in acting The process I was not spoken to about my complaint No compensation was offered Lack of alternative remedies Poor explanation given lack of follow up action No feedback on action taken Unhelpful attitude of staff Still ongoing No Apology Unfair complaint policy Unclear complaint policy Other: What help would you have liked when making a complaint? A member of staff to help you make the complaint Another tenant to help you make the complaint Someone independent to help you make the complaint A leaflet on how to make a complaint A leaflet explaining the service you complained about Information in your language Information on audio-cassette/video/CD-ROM Information on a web site Other: What did you like about the way Estuary handled the complaint? A speedy complaint procedure A clear complaint procedure A fair complaint procedure They listened staright away Quick reply to my complaint Clear reply The outcome/result An apology Helpful attitude of staff Did you know you could complain to the Independent Housing Ombudsman? Yes No Did you complain to anyone else? Your local council Your local Councillor Your MP Other (please specify below) Other: Where did you find information about how to make a complaint? A member of staff Literature displayed in the Association's offices Independent Housing Ombudsman Federation of Estuary Residents A Councillor or MP Other (please specify below) Other: Do you have any suggestions on how Estuary can improve the way we deal with complaints? This field protects against spam. Please answer the question below *Spam Guard: two minus one equals? (type in words) Back to top of page Print this page Email this page Site map About Us Our History Service Standards Media Centre Room Hire Have Your Say Online Feedback Form Make a complaint Working For Estuary Contact Us Equality and Diversity Frequently Asked Questions Governance Structure Procurement Senior Management Structure Mission Statement Values and Aims Quicklinks Pay my rent Report a repair Report Anti-social behaviour Make a complaint Finding a Home My Estuary Contact Us Form Have Your Say Contact Us Central Services 01702 462246 For all repairs 0800 783 0496 Tenant line 0845 634 0635 Estuary © 2014 Powered by VerseOne Technologies Ltd We have placed cookies on your computer to help make this website better. You can read our Cookie Policy. Otherwise, we will assume that you're OK to continue.