Total results: 8
  1. Can somebody else make a complaint on my behalf?

    Yes, but Victory must be sure that this person has your permission to act on your behalf. If we do not already have your permission, we will send you a consent form to sign. If we do not receive this signed form back, we will be unable to respond to someone acting on your behalf.

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  2. How do I make a complaint?

    You can make a complaint by telephone, letter, e-mail, in person or through our website. We will always seek to resolve complaints immediately and informally. If that isn’t possible, we will follow our complaint procedure as detailed in our ‘Putting Things Right’ Complaints Policy.

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  3. How do I make a compliment or provide other feedback (a comment or a suggestion)?

    Any feedback, good or bad, can be raised by telephone, letter, e-mail, in person or through our website. Compliments or positive feedback are shown to the relevant person, team or contractor. Comments and suggestions are logged and explored. If it is something we can do to improve or maintain our service, we will look to implement it.

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  4. How long will it take to investigate my complaint?

    We aim to respond to all Local Resolution complaints (the first stage of our complaints process) in 10 working days. Occasionally we may need more time to investigate. If this is the case, we will let you know and give you an estimate of how long it will take before we can respond.

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  5. Is there a time limit for making a complaint?

    Yes. The cause of the complaint must have occurred within six months of the complaint being raised. If you ask for money (a discretionary payment), the cause must have occurred within one month.

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  6. What can I do if I am unhappy with the outcome of my complaint?

    You can ask for your complaint to be reviewed within 20 working days of our response. A more senior member of staff will take a fresh look at the problem and they will respond to you normally within 15 working days. 

     

    If you are unhappy with the outcome of the review, you can request an appeal within 20 working days of the review response. Appeals are undertaken by a Complaints Panel made up of at least one member of the Board, one resident representative and a member of our Leadership Team. A meeting (called a Panel Hearing) will be arranged within one month of the escalation. If it is likely to take longer to arrange a meeting, we will let you know. You are invited to attend the meeting, but it can still go ahead if you don’t attend. The outcome of the Appeal will be our final response on the matter.

     

    If you remain unhappy after completing our complaints process, you may be entitled to raise the matter with the Housing Ombudsman Service.

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  7. What information do you need to investigate a complaint?

    We need as much information as possible. Most importantly, let us know what made you unhappy and what you would like us to do to put things right. If you are making a complaint about work by one of our contractors, please let us know the name of the contractor and when they worked at your home. If you have received increased bills or additional expenses, please provide us with copies of the relevant bills or receipts as evidence.  The more information you can provide us, the more accurate our investigations.

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  8. What is not considered to be a complaint?

    • A complaint about a neighbour or other resident. This will be addressed by our Community Management Team rather than through our complaints process.
    • An initial request for a service, for example a repair request.
    • A request for information or explanation of our policies, procedures, practices or service standards.
    • If it is about a matter where Victory has no responsibility (i.e. legislation, government or local authority policy, or where the responsibility is with another organisation).
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Total results: 8