KCHA aims to provide good quality housing, services and amenities, and we hope that you need never complain. However, despite our best efforts and intentions things can and do sometimes go wrong. Our complaints procedure is available if you are dissatisfied with the Association’s performance, or with any member of staff, and have not been able to resolve the problem.
Complaints may include:
- Unhelpful behaviour or unfair treatment by staff or contractors - Delays or failure to provide a service
- Failure to achieve our published standards
- Dissatisfaction with policies and procedures
We welcome genuine complaints because they help us improve the way we work. All complaints will be taken seriously and, subject to the need to make enquiries, will be treated in confidence. We work to time limits and will let you know about progress and action we propose taking. If you need any help in reporting a complaint you can ask for advice from your nearest Citizens Advice Bureau.
To improve service delivery we review our policies and procedures regularly. Monitoring complaints helps us do this. A summary of complaints received is reported annually to the Board.
We have tried to ensure that this procedure is fair and accessible to all our tenants. Should you have cause to use the procedure below we would welcome your feedback on the way your complaint was handled.