Definitions of each type of feedback
This section includes information about the different types of feedback
A comment can be anything else you would like to tell us including suggestions or ideas about our services.
A complaint is defined as: ‘An expression of dissatisfaction regarding the action, lack of action or standard of service received from East Kent Housing or any person(s) acting on behalf of East Kent Housing.’
A compliment is ‘a statement of praise: something said to express praise or approval’. Compliments will be recorded when a customer has made a specific effort to give praise such as telephoning or writing to show their satisfaction or appreciation for a service or a member of staff.
What can I complain about?
Examples of a complaint might include:
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Failing to provide a service;
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Providing a poor standard of service;
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Failing to meet our published service standards;
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Treating you unfairly;
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Failing to follow our own policies or procedures.
Examples of other complaints raised by customers that will not be dealt with through our complaints procedure include:
- A request for a service or information e.g. “my boiler’s broken can you send someone to fix it” or “I need to move house, this place is too big for me now”
- Complaints about neighbours or anti-social behaviour which should be dealt with through our ASB policy and procedures.
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