Leaseholders' Handbook - Plymouth Community Homes
Leaseholders' Handbook - Plymouth Community Homes
Leaseholders' Handbook - Plymouth Community Homes
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Disagreements, Comments,<br />
Complaints and Praise<br />
Service charge disagreements<br />
If you disagree with any aspect of your service<br />
charge you should still pay for the part of the<br />
charge that you do agree with. Please contact<br />
<strong>Plymouth</strong> <strong>Community</strong> <strong>Homes</strong> Leasehold Team to<br />
discuss any concerns that you have about<br />
charges as soon as you receive your annual<br />
service charge account.<br />
<strong>Plymouth</strong> <strong>Community</strong> <strong>Homes</strong> will take action over<br />
all arrears. So if you have a concern please donʼt<br />
leave a service charge account unpaid without<br />
talking to our Leasehold Team first.<br />
If you believe that your service charge is<br />
unreasonable (in terms of the amount charged or<br />
standard of work) you may be able to apply to the<br />
Leasehold Valuation Tribunal for a decision about<br />
what is reasonable.<br />
Viewpoints<br />
Viewpoints is our leaflet that you can use to give<br />
us feedback about services.<br />
We need to know if a service is not to the standard<br />
that you expect but itʼs also good to know when we<br />
get things right.<br />
You can obtain this leaflet from one of our housing<br />
offices or at our head office.<br />
Compliments and suggestions<br />
When we receive your compliments or suggestions<br />
for improving our service we will:<br />
• Contact you to acknowledge your comment<br />
within three working days.<br />
• Look at your comment or suggestion and let<br />
you know if we make any changes as a result.<br />
Making a complaint<br />
We will write to you within two working days of<br />
receiving your complaint either with a full response<br />
or acknowledgement. If this is the first time you<br />
have complained, the complaint will be<br />
investigated. This is known as Stage 1. We will<br />
send you a full response within 10 working days<br />
of receiving your complaint. Sometimes, more<br />
complex complaints may take longer but we will<br />
keep you informed of progress.<br />
We may contact you again at a later date to ask if<br />
you were satisfied with how we handled your<br />
complaint. This is so we can continue to learn<br />
from you and keep improving our services.<br />
What if I donʼt feel my complaint has been dealt<br />
with properly?<br />
You can ask us to reconsider our decision - this is<br />
Stage 2 - and this will be reviewed by a more<br />
senior officer. We will acknowledge your complaint<br />
and send a full response within 20 working days.<br />
If it is going to take longer, we will let you know.<br />
You will receive a full explanation of the decision<br />
that is reached.<br />
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