Making a complaint
We try to get things right first time but sometimes there may be instances where you think we have not. In these cases we encourage you to make a complaint. Anyone can make a complaint about any aspect of our service.
Complaints help us to learn how we can improve our services, and can help stop the same issue from happening again.
To make a complaint, we encourage you to complete our How to Complain form. The form contains a summary of the complaints process as well as details of how to make the complaint. We also have a full complaints handling procedure which is available from any staff member.
Download our How to Complain form (pdf, 463kb)
Improvements made following reviews of complaints:
We've introduced additional checks to ensure our charges to tenants are carried out promptly and accurately.
We have developed a revised staff training manual and information retrieval guidance within Hanover Telecare, which reflects points learned from customer liaison and feedback. All members of the Telecare team have a copy and the manual and is kept under review.