How to make a comment, compliment or complaint

We welcome your feedback on the services we provide and will always try to use what you tell us to improve the way we provide services.  We also would like to know when we have done things well so welcome any compliments you would like to make or you may simply want to make a comment about our work.

Complete our online form below to make a compliment, comment or complaint.

The complaints process explained

We try to provide the best possible service at all times but we accept that sometimes things may go wrong. It is important that you tell us when this happens so that we can put things right and continue to improve our service.

If you are dissatisfied with the service you receive from us or from any of our contractors, you should tell us as soon as possible. You can contact Melin by letter, telephone or in person, and we will respond promptly and courteously.

First, your complaint will be dealt with by an officer of the relevant department and we hope that most issues can be resolved to your satisfaction straightaway.  If you are still unhappy you can contact the Business Improvement Officer who will thoroughly investigate all aspects of your complaint.  You will be kept informed of progress and the Business Improvement Officer will complete an investigation within 15 working days.

If you are not happy with the way your complaint has been dealt with you can appeal to the Chief Executive. You can email him at: chiefexecutive@melinhomes.co.uk  within one month of receiving the report of the investigation.

The details of your complaint and the investigation will be reviewed and the Chief Executive may seek to resolve your complaint directly or refer your case to be heard by a committee of Board Members. We will aim to advise you of their decision within 25 working days of your appeal.

If you are still unhappy, you can contact Public Services, Ombudsman for Wales

Telephone: 0845 601 0987:
Email: ask@ombudsman-wales.org.uk

You can contact the Ombudsman at any time but you should note that the Ombudsman will normally expect your complaint to have been dealt with in accordance with Melin’ complaints procedure in the first instance.