Making a Complaint

When can I complain?

You should complain whenever you are not happy with something that Cynon Taf Community Housing Group (including Care & Repair RCT) has done or failed to do.

Does it matter if it is only a minor issue?

No. If you are unhappy with any part of the service you should complain to one of our Officers. They will do all that they can to resolve your difficulty.

This can be done whenever you meet one of our staff or, by visiting the offices or, over the telephone on 0345 2602633 (Housing Association) or 01443 755696 (Care & Repair).

If you are still not satisfied then it becomes a serious matter.

What about more serious matters?

Immediately contact Janet Jones

You may call at the Abercynon Office

telephone her on: 01443 743245

email her at jjones@cynon-taf.org.uk or

address a letter to:

Mrs J Jones,
Performance Manager,
Freepost RRKG-AUCU-EZTS
Cynon Taf Community Housing Group,
Unit 4,
Navigation Park,
Abercynon,
Mountain Ash
CF45 4SN
(no stamp required)

Will she be able to help quickly?

Janet will register your complaint and ensure that it is fully investigated.

Within ten working days Janet will contact you. She will tell you about the Association’s position and outline any proposed action.

She may suggest that you agree to an independent person deciding the matter or that the Community Mediation Service be contacted.

Is this process confidential?

Yes. Cynon Taf will, at all times, respect your confidentiality.

What if I don’t want to give my name?

Anonymous complaints will as far as possible and appropriate be investigated and the results will be recorded by the Association.

However, it is much easier for us to try and reach a resolution if we can discuss the matter with you. Remember, your confidentiality will be respected.

What if I disagree with the outcome?

You can appeal!

In the first case to Antonia Forte - Group Chief Executive
email him at aforte@cynon-taf.org.uk or
address a letter to:

Ms A Forte,
Group Chief Executive,
Freepost RRKG-AUCU-EZTS
Cynon Taf Community Housing Group,
Unit 4,
Navigation Park,
Abercynon,
Mountain Ash
CF45 4SN
(no stamp required)

Your complaint will be investigated and you will receive a response within five working days.

Again, she may suggest that you agree to an independent person deciding the matter or the Community Mediation Service be contacted.

Then, if you are still dissatisfied you can make a further appeal to Craig Gurney - the Group Chair

You will need to write to him at:

Dr Craig Gurney,
Freepost RRKG-AUCU-EZTS
Cynon Taf Community Housing Group,
Unit 4,
Navigation Park,
Abercynon,
Mountain Ash
CF45 4SN
(no stamp required)

However, if you have difficulty with doing this Janet Jones will be happy to help you.

Dr Gurney will appoint 3 Board Members to meet and consider your complaint. You will be able to attend and speak at their meeting and bring a friend with you.

Do I have a final option?

The Group Board is the highest authority within the Group, however, if you still feel unhappy you can approach the :

Social Housing Ombudsman for Wales
1 Ffordd yr Hen Gae, Pencoed, Bridgend, CF35 5LJ

Telephone: 0845 6010987
Fax: 01656 641199
Email:ask@ombudsmanwales.org.uk Internet: http://www.ombudsman-wales.org.uk

They will review your complaint, either uphold or reject it and make recommendations on changes to our policy or procedure.

As a last resort you may be able to take the matter to Court although this may be costly.

Where can I get advice?

Try one of these:

the Citizens advice Bureau;
Shelter Housing Advice Service;
R C T Environmental Health Department;
a local councillor;
an Assembly Member;
a Member of Parliament;

Unit 4,
Navigation Park,
Abercynon,
Mountain Ash
CF45 4SN
Phone: 0345 2602633
Fax: 0345 2602634
Email: ctha@cynon-taf.org.uk

If you wish to pay online, please CLICK HERE to be redirected to www.allpayments.net, our preferred internet payment facility.