Gosodiadau Pathway
    PART OF PEMBROKESHIRE CARE SOCIETY
Pathway Lettings
RHAN O CYMDEITHAS GOFAL SIR BENFRO 
Bydd cynnwys Cymraeg yn cael ei lanlwytho yn fuan / Welsh content will be uploaded shortly
Complaints Procedure Introduction Pathway   Lettings   are   committed   to   dealing   effectively   with   any   complaints   you   have   about   our   service.   If   we   have   made   a mistake we will apologise and try to put things right. We   review   complaints   regularly.   Wherever   possible,   we   will   use   this   information   to   improve   the   way   we   do   things.   We   also welcome comments and compliments about the service we have provided. How to contact Pathway Lettings: We want it to be simple and convenient for you to raise a complaint, make a comment or pay us a compliment. To contact us: • Call: 01437 766625 • Email: info@pathwaylettings.org • Write to:          Pathway Lettings                                 8-10 Hill Street                                 Haverfordwest                                 SA61 1QF What can you expect from us when you make a complaint? If   we   receive   a   complaint   from   you,   we   will   do   all   that   we   can   to   help   you   and   we   will   try   to   find   a   solution   to   any   problems   you have brought to our attention. We will ensure that:   • Your complaint is acknowledged within 3 working days of the date that it is received • We will aim to resolve the complaint within 10 working days - if your complaint is more complex we may need more time. •   We   will   let   you   know   within   the   10   working   day   period   if   we   think   it   may   take   longer   to   investigate   your   complaint   and   tell   you how long we expect it to take, providing regular updates. We   will   respect   your   right   to   confidentiality   and   privacy   and   we   will   treat   you   fairly   and   in   accordance   with   our   commitment   to equality. If   you   are   asking   us   for   a   service   for   the   first   time   e.g.   repairs,   you   should   give   us   a   chance   to   put   things   right.   If   you   are   not happy with our response and you let us know, we will then treat it as a complaint. The   person   who   is   investigating   your   concerns   will   firstly   aim   to   establish   the   facts.   In   some   instances   we   may   ask   to   meet   you   to discuss your concerns. Outcome Following   our   investigation,   we   will   let   you   know   what   we   have   found   and   we   will   use   your   preferred   form   of   communication,   such as letter or e-mail, when we contact you. We will explain how and why we came to our conclusions. If   we   find   that   we   have   done   something   wrong,   we   will   tell   you   this,   explain   what   happened   and   apologise.   If   we   find   there   is   a fault   in   our   systems   or   the   way   we   do   things,   we   will   tell   you   what   it   is   and   how   we   plan   to   change   things   to   stop   it   happening again. Putting things right If   there   is   a   simple   solution   to   your   problem,   we   may   ask   you   to   accept   this   solution.   For   example,   where   you   asked   for   a   service and we see straight away that you should have had it; we will offer to provide the service rather than continue to investigate Staff training We   will   make   sure   that   our   staff   are   trained   to   handle   complaints   effectively   and   receive   appropriate   training   in   the   use   of   the Complaints Policy. The Redress Scheme We   are   a   member   of   the The   Property   Ombudsmen. You   can   contact   the   Redress   Scheme   at   any   time.   However,   they   are   unable to deal with a complaint until our complaints process has been completed and we have had a chance to put things right. The Property Ombudsmen Phone: 01722 333306 Email: admin@tpos.co.uk Address:              Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP