At Axiom, our aim is to provide high quality services that meet the needs of our tenants. However, there may be occasions when you are not happy with the service you have received from us and wish to make a complaint.

All complaints, no matter how small, will be handled promptly, sensitively and efficiently. You may feel that we have not done something we should have, done something badly, or treated your discourteously or unfairly.

If you are unhappy with our service, you can make a complaint in any of the following ways:

• In person
• In writing
• Via e mail
• By telephone
• Via the feedback and enquiries form on our website

All complaints will receive an initial response within 3 working days, either in the form of a letter of acknowledgement, a telephone call or a personal visit.

Our Complaints process consists of 4 stages:

Stage 1
In the majority of cases, your Housing Officer / Housing Assistant / Scheme or Project Manager will be able to resolve your complaint

Stage 2
If you remain dissatisfied, you should refer your complaint to the:

• Housing Manager (General Needs Housing)
• Team Leader (Sheltered Housing)
• Team Leader (Supported Housing)

Stage 3
If after Stage 1 and 2 you are still unhappy, you should contact the Housing Services Director

Stage 4
In the unlikely event that we have not been able to resolve your complaint, you will be offered the opportunity to have the matter considered by Axiom’s Board of Management.

Should you still remain dissatisfied following the decision from our Board of Management, you have the right to refer your complaint to the Independent Housing Ombudsman

Our customers are important to us and we value complaints, as the information we obtain from them helps to shape our future policies and services.

.