How to make a comment, compliment or complaint



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.

In the first instance your complaint will be dealt with by someone from the relevant department and we hope that most issues can be resolved to your satisfaction straightaway. If not, your complaint will be dealt with formally. We aim to complete the investigation within 5 working days but on occasions we may need more time and information from you. If this is the case we will keep you informed of the process.

If we formally investigate your complaint we will let you know what we found, explain how we have come to our conclusions and contact you to resolve it. Once we have resolved the issue with you we will confirm this by your preferred method of communication and close the case 10 working days from the date sent.

If after this you are not happy with the way your complaint has been dealt with, you can appeal to Melin’s Chief Executive within one month of the investigation. 

To do this you should write to:
Quality Management,
Ty’r Efail,
Lower Mill Field,
Pontypool,
Torfaen,
NP4 0XJ. 

Or email: qualitymanagement@melinhomes.co.uk

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 a senior Director at Melin. We will advise you of their decision within 25 working days of your appeal.

If we have done something wrong we will apologise, explain what has happened and make sure it doesn’t happen again. If the result of the investigation raises a policy issue our Quality Management team will ensure that any necessary changes to policy or procedure are implemented.

If you are still unhappy you can contact the Public Services Ombudsman for Wales:
1 Ffordd yr Hen Gae,
Pencoed,
CF35 5LJ. 

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

You should note that the Ombudsman will expect your complaint to have been dealt with in accordance with Melin’s complaints procedure in the first instance.

A booklet is available to download which explains the complaints procedure outlined above.

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