Customer Services
Compliments and complaints
Equally your compliments or comments are just as important to us as they help us to understand what you think we do well so that we can try and mirror this in all areas of our service to you.
Any feedback our customers give us, whether it is a complaint, comment or compliment, is used to help us continuously improve services.
Old Ford Housing Association is accredited by HouseMark
We are pleased to announce that Old Ford Housing Association has recently achieved HouseMark accreditation. The accreditation ranks us among the best for managing complaints. The accreditation is a result of an independent assessment of our complaints service carried out by HouseMark which looked at the outcomes we achieve for our customers. The process identified a number of areas of good practice as well as opportunities for us to do even better. Old Ford is incredibly proud to be one of only 10 social landlords in England and Wales to have received the accreditation.
For more information, including the HouseMark report please click 
here (798 KB) and to view our Improvement Action Plan please click here (45 KB) .
Complaints:
Unfortunately, at all organisations there are things that sometimes go wrong and we provide you with a service which doesn’t meet your expectations or the standards we have committed to. If this happens, we have a simple three-stage procedure to deal with your complaint and put things right.
The following are examples of issues we would treat as a complaint:
- failure to achieve our Service Standards;
- failure to meet legal or contractual obligations;
- dissatisfaction with a decision or action (if this falls outside our agreed policy to provide a service);
- dissatisfaction with the attitudes of our staff or contractors.
If you are reporting something for the first time, like a new repair, or if you have a problem with a neighbour, this will not be treated as a complaint but as a request for service.
If you contact us with a complaint we will try and resolve it straight away. If we cannot resolve it immediately and you remain dissatisfied we will ask you if you wish us to log the matter as a formal complaint. If you wish for us to log it as a formal complaint we will ask you for detailed information about what has happened and why you are dissatisfied and what you would like us to do to put things right, as this will help us to investigate and resolve the complaint.
For more information you can download a copy of our Complaints Key Information Sheet (1.4 MB), or pick up a copy when you visit our offices.
You can view our performance in relation to managing complaints by clicking on each of the Complaints Reports below.
Complaints Report December 2011 (380 KB) Complaints Report September 2011 (379 KB) Complaints Report June 2011 (375 KB)
Compliments:
When you send us a compliment we forward it on to the team or member of staff that has been complimented, their managers, and the Managing Director.
We also display these compliments within our offices to identify good practice and encourage our staff to continue to improve in all areas.
We are very grateful for any comments received and use them to review the ways in which we do things. We also take them into consideration when revising any policies or procedures.
Reporting a complaint or compliment
You can report a complaint or compliment in the following ways:
- using our online compliments and complaints form
- in person in the office or when our officers are out visiting you in your home;
- by phone: 0300 500 1500 or 0800 0730 427 (free to BT users only)
- by e-mail: Old.Ford@circle.org.uk
- through Looking Local (accessed via Virgin and Sky television, mobile, and Nintendo Wii)
- by writing to us at: Old Ford Housing Association, 73 Usher Road, London E3 2HS
- by fax: 0207 204 1517
