How to make a complaint

We want to know what you are thinking about our services and believe that providing excellent services to our residents and customers is essential. We want to know what you think and welcome your feedback, both good and bad on the services that we provide. We want to learn from compliments and complaints to improve. Sometimes things can go wrong so If you feel that the service we have provided has fallen short of your expectations let us know so we can put it right. 

Normally, we will only look at your concern if you tell us within six months of it happening. In any event, regardless of the circumstances, we will not consider any concerns about matters that took place more than one year ago.

Ways you can tell us how we are doing

There are many ways that you can make a complaint or give us a compliment 

  • Feedback – Complete the feedback from at the back of our complaints leaflet
  • Telephone 01495 745910
  • Website form Complete the form on this or any page of our website
  • Live chat Use the live chat box on any page of our website
  • Email feedback@melinhomes.co.uk
  • Social media Facebook and Twitter 
  • Face to face – Call into our offices and speak to a member of staff
  • By letter – Write to us and send it to: Customer Feedback, Ty’r Efail, Lower Mill Field, Pontypool Torfaen NP4 0XJ

What happens when I make a complaint?

We try to resolve your complaint at first contact. However if we are unable to resolve any issues as a service request we have a formal process in place where we will investigate your comments.

Stage 1 – Formal Investigation by a Service Manager

Stage 1 complaints are sent to the investigating service manager to be investigated. You will receive an acknowledgement in three working days which will detail who is investigating your complaint. This will be the nominated member of staff who responds to you about your comments. We will provide you with a formal response within 10 working days of the acknowledgement of your complaint.

If you feel that we have not properly resolved your complaint or you are not happy with the response will move your complaint to stage 2.

Stage 2 – Complaint Appeal

At stage 2 the complaint is passed to either a Director responsible for the service or our Chief Executive. They will identify whether or not we provided an appropriate and proportionate response. You will receive an acknowledgement in three working days which will detail who is investigating your complaint. This will be the person who responds to you about your comments. We will provide you with a formal response within 10 working days of the acknowledgement of your complaint.

Unresolved Complaints

If you feel that your complaint has not been properly resolved after exhausting our internal complaint process you can refer your complaint to a number of external agencies who will independently arbitrate the decision we have made.

For unresolved Housing related complaints please contact:

The Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
Tel: 0300 790 0203
Fax: (01656) 641199
Web: www.ombudsman-wales.org.uk
Email: ask@ombudsman-wales.org.uk

For complaints relating to Supporting People Funded Schemes please contact your local authority and ask to speak to their supporting people team.

It may also be relevant to speak to your Local Authorities' Trading Standards team if we have provided a service that it associated with our subsidiary activities.

Help and Advice

If you need help or advice in making a complaint you can contact your local councillor, Assembly Member (AM) or Member of Parliament (MP). Alternatively, you can request support from organizations like Citizens Advice Bureau or other support agencies.