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We hope the answer to our question is YES. We work hard to make sure that you receive a good quality service. However, we know that sometimes things can go wrong. We aim to resolve complaints quickly, effectively and wherever possible to your satisfaction.
This page explains how you can make a complaint if you are dissatisfied with the standard of service, actions or lack of action by Golding Homes. We welcome your complaints as they provide us with valuable feedback on how we are performing.
We recognise that even in the best run organisations there are occasions when things can go wrong and you may be unhappy about something we have done or failed to do.
Talk to the member of staff responsible for dealing with the matter. We view your first approach as a Service Enquiry as we want the opportunity to put things right. If your concern is about a member of staff, please ask to speak to their line manager. Having reviewed your enquiry or concern, we will respond to you within ten working days.
We want to know if you are not happy with the way you have been treated, or the standard of service you have received.
A complaint is a formal expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation or its staff affecting a customer or group of customers. It is not a request for service. If you are not completely satisfied with any of our services, please tell us, as we want to know and will act on the information you provide.
We will always seek to provide the best possible services. However sometimes a customer may feel we have failed to meet their expectations. We will only acknowledge this as a complaint if we have failed to meet our Service Standards.
If you are dissatisfied with our response we operate a simple three stage complaints procedure. In addition to our procedure, customers of the Supporting People service can use the Kent County Council complaints procedure. If they feel that any complaint has not been dealt with satisfactorily they can complain directly to the Supporting People Team at the KCC. A copy of the KCC policy can be obtained by calling 08458 247247, asking for the Supporting People Team. A leaflet is also available at www.kent.gov.uk/supportingpeople (new window)
To complain to us you can proceed with your complaint as follows
You can make a formal complaint by filling out the form found at the foot of this page or by writing a letter to us stating why you are not happy and what you would like the outcome to be. If contacting us in person, you can ask a member of our staff to write it down for you.
We will acknowledge receipt of your complaint within two working days of receipt.
Your complaint will be recorded, investigated and we will respond to you within eight working days.
If you are unhappy with our investigation, after 21 calendar days you can ask for your complaint to be reviewed by a Senior Manager or Director responsible for the service. They will write to you with the outcome within ten working days of your request.
Following investigation and review, if you are still unhappy, within 21 calendar days you can appeal and ask for your complaint to be considered within Stage 3 of our procedure.
The Director or Senior Manager who considered the complaint under Stage 2 will draft a summary of the complaint and outcome which the complainant will be asked to agree.
Within 15 working days of agreement on the complaint summary we will arrange for a Service Review Panel to meet to consider your complaint fully. The Panel is made up of three Golding Homes Board members, including either the Chair or Vice Chair and at least one Tenants Board Member.
The Service Review Panel will examine the agreed appeal summary and additional information that you wish to submit. Information will be presented in writing and / or you can attend the panel in person. You can bring someone with you to support you.
The Panel will decide whether to reject or uphold the appeal. They will respond to you within ten working days of the meeting. The terms of reference for the Service Review Panel will be made available.
Once your complaint has been resolved, we will send you a feed back form to see how well you felt we dealt with your complaint.
A Citizens' Advice Bureau, an advice centre, a solicitor, a local Councillor or your Member of Parliament may be willing to help you make a formal complaint (solicitors normally charge you for their services).
If you need any help in making a complaint, such as an interpreter, just let us know and we will arrange this for you.
As a learning organisation we will record and regularly report all complaints and outcomes to the Board.
We have a compensation policy. If you can demonstrate you have suffered a direct loss from our inaction, then you may be entitled to compensation. Please contact us if you wish to discuss a claim.
If you have been through our complaints procedure and are still not satisfied with the way we have dealt with your case, you can appeal to the IHOS, who may consider your complaint further. We are a member of the Ombudsman Scheme.
The Ombudsman has the power to order or recommend a solution to your problem, which could include an offer to mediate, arbitrate or recommend that we should
If you wish to contact the Ombudsman's office, you can either call 0845 7125 973 or email them at ombudsman@ihos.org.uk
If you feel that Golding Homes has subjected you to any act of discrimination, you have the right to claim against us in the County Court. However, you must register your complaint at the County Court within six months of the date that you believe the discrimination occurred or you will lose your right to complain.
The complaint form will open in a new window. Click Complaint Form
Last updated: 07 June 2011