Complaints & Compliments

Complaints

We always aim to provide excellent services, but we can’t do this without knowing what you think we do well and where we need to improve.

It is important that you let us know when our service falls below the required standard. This will help us improve the standard of service.

We aim to provide the best possible service to our tenants and members of the public, but sometimes things might happen that you are not entirely satisfied with. You may wish to take these further and complain about the service you have received be it:-

the way the Association’s policies are applied
the way an officer deals with a specific problem
the service received
the lack of action from the Association

We will:-

listen to you
investigate all complaints thoroughly
acknowledge and learn from our mistakes
continually try to improve our services
apologise where mistakes have been made and do what we can to put things right

Click here to download a copy of our Complaints Procedure leaflet.

Compliments

We would like to know when you have been impressed or pleased with our service. We can use these examples to share best practice and encourage continuous improvement amongst our staff.

How to complaint about us or compliment us

You can make a complaint or pay us a compliment in a number of ways be it in person, over the phone, in writing, by fax or e-mail by contacting the relevant department. For example contractors not turning up can be quickly resolved by contacting the maintenance department.

If you want to make a formal complaint you can contact:-

Senior Performance Officer
Cymdeithas Tai Clwyd
54 Stryd y Dyffryn
Dinbych
LL16 3BW

complaints@taiclwyd.com
0345 230 3140

You can also take your complaint directly to the Ombudsman:-

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
01656 641150
01656 641199
ask@ombudsman-wales.org.uk
www.ombudsman-wales.org.uk