creating communities to be proud of
let us know
Compliments, complaints and suggestions
We aim to provide a high standard of service to you, our customers.
We value feedback on all our services and recognise your right to compliment, complain or make a suggestion about the service you receive.
We are committed to making sure that we use customer feedback to continuously improve services to your satisfaction.
Whether you have a small problem or you want to make a formal complaint, say a thank you for a job well done or you have an idea for how we can make things better, let us know.
You can let us know in several ways:
In writing to: |
Corporate Quality Officer 1st Floor Shoreline House Westgate Park Charlton Street Grimsby North East Lincolnshire DN31 1SQ |
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By telephone: |
0845 849 2000 option 2 |
| By email: |
letusknow@shorelinehp.com |
| By form: |
print out, fill in and post the form from our let us know leaflet |
Online: |
complete our online form |
Compliments
If we have done something well or you think a Shoreline employee deserves a special thank you, please let us know by using any of the options above.
Complaints
You can complain about any aspect of the service we provide, or our failure to provide a service for you. If you have general concerns about the way you have been dealt with, either by an individual, or the wider system, you can make a complaint about that too.
There is a set procedure for the way you should be dealt with if you make a complaint. The officer at your first point of contact with us should clearly explain the Complaints Procedure to you and offer guidance and help if you need it.
We want to make our system easily accessible and simple to use. We do not want anyone to be put off by form filling or red tape. If you do not want to fill in a form just explain the problem to a member of Shoreline or, if you would prefer, the Corporate Quality Officer. They will make sure that your complaint is entered into the system.
Please do not be afraid to express your concerns.
We want the opportunity to look into any problems and take appropriate action.
Informal complaints
There may be times when you are unhappy with the service you have received. No matter how hard we try to get it right there may be occasions when things simply go wrong.
Please let us know so that we can apologise, put things right and try to make sure that it doesn’t happen again.
You can report an informal complaint by telephoning the service area directly on 0845 849 2000 option 2 or by visiting one of our offices.
We will try to sort out your problem straight away at this first stage with the service area and team responsible.
If you are unhappy with this process or our response, you can make a formal complaint directly to our Corporate Quality Officer.
In any event if you are not satisfied with our initial response you have the right to take the complaint to the next stage.
Formal complaints
There are three stages to the Complaints Procedure. You can find out about the procedure by reading our Let us know leaflet.
Suggestions
If you have any ideas or suggestions for how we can improve our services for the better, please let us know by using any of the options above.
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Registered Charity Number 1107876. |
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