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Complaints, comments and compliments
We would like to hear from you if you think we have done a good job. We like to thank members of staff who have provided a
good service to our customers as a way of encouraging this in the future.
KNH has a simple 3 stage process for dealing with complaints from both tenants and leaseholders. We will treat all complaints seriously and try our best to sort them out to your satisfaction, as quickly as possible. Stage 1If you are unhappy, your first point of contact should be the neighbourhood service centre that dealt with you. The staff there will have the information needed and may be able to put things right straight away. If not, ask to speak to the relevant manager or senior manager for the neighbourhood. We aim to give you our initial response within 6 working days. If we need more time to investigate, we will explain why, and contact you again within 15 working days. If we cannot reply fully within these times, we will tell you the reasons why, and when you can expect a response from us. Stage 2If you are unhappy with the manager's response, you can ask our Customer Service Manager to review your issue. The Customer Service Manager will only deal with problems that have originally been considered by a locally based manager. The Customer Service Manager will investigate and reply to you within 15 working days. Stage 3If you are still unhappy, you can ask that your complaint is reviewed by KNH's Customer Service Panel. The Customer Service
Panel will only look at complaints that have already gone through stages 1 and 2 of the KNH complaints procedure.
If you are a leaseholder you can contact the Leaseholder Valuation Tribunal (LVT): See also |
Local Government Ombudsman (external site)