Comments, Compliments and Complaints
The Housing Service is always pleased to receive your comments
and complaints about our services and/or staff, as they are an
essential tool in highlighting where we are strong and where we
need to concentrate more effort and resources. Many of the comments
and complaints our customers make, become part of our business plan
which we produce each year to help give you a more efficient, value
for money, service.
How to make a comment, compliment or complaint
The Service will accept comments about service delivery and
improvement by interview, phone, e-mail and letter. You can also
pass your comments to the Service via your local Tenants and
Residents Association, your local Councillor, or your Assembly
Member.
Complaints on the other hand need to follow the complaints
procedure. This is to ensure that they are dealt with in a timely
and transparent manner.
The Complaints Process
There are three stages to the complaints procedure:
Stage 1 - These
complaints are dealt with in an informal manner at the point at
which services are delivered. In other words if we can put
something right immediately that was done wrong we can do so
without you having to make a formal written complaint.
Stage 2 - The
second Stage is where the Complaints Officer looks into your
complaint and responds directly to you with his findings and
recommendations.
Stage 3 - Should
you not be happy with the Complaints Officers investigation, you
have the right to go to the Chief Executives Department. They will
review the investigation and will respond to you with their
findings.
You also able to go to to the Public Services Ombudsman for
Wales at 1 ffordd yr Hen Gae, Pencoed, CF35 5LJ. (01656) 641150
Should you wish to comment on our services, or make a complaint
you make ring Housing Services on (01639) 76 33 33 or visit one of
our conveniently located area offices at:
Port Talbot Area Housing
Office,
Civic Centre,
Port Talbot,
SA13 1PJ
Tel: (01639) 763235
Neath Area Housing
Office,
Neath Civic Centre,
Water Street,
Neath,
SA11 3QZ
Tel: (01639) 764646
Pontardawe Area Housing
Office,
One Stop Shop,
Holly Street,
Pontardawe,
SA8 4ET
Tel: (01792) 860789
The Complaints
Officer,
Social Services Health and Housing,
Civic Centre Port Talbot,
SA13 1PJ
(01639) 763445
Email:
complaints@npt.gov.uk
You can also make an online Comment, compliment or Complaint
using our Online Form.
Alternatively you can e-mail the Housing Service at
housing.services@npt.gov.uk