Praise and Grumble
Has a member of staff impressed you? Can you suggest a way for us to improve our service? Are you unhappy with us?
If you have a compliment, comment or complaint regarding our services, please let us know as your feedback can play an important role in the improvement and shaping of our services and the way we do things.
You can give us your feedback by phoning our Customer Relations Team on 01302 862726 or you can email them at Customercare@stlegerhomes.co.uk.
You can also provide this in person by visiting or writing to any of the local offices, alternatively you can post a message on our Facebook page, Twitter page or use the MY SLHD app.
Dealing with your complaint
We take complaints seriously and will always aim to resolve any issues with you.
- Acknowledge your complaint within 3 working days
- Investigate your complaint within 10 working days and provide a full response following completion of the investigation using your preferred method of contact
- Keep you informed as much as possible during the investigation using your preferred method of contact
Depending upon the nature of the issues raised and the outcome of our investigation, we will:
- Agree a remedy with you where appropriate
- Apologise and provide you with a fair and honest response
Appealing a complaint
If you are not happy with the outcome of your complaint and have further evidence to support an appeal, you have the right to appeal the decision within 20 working days of receipt of your response.
All appeals are overseen by an independent panel of 2 tenants, who are supported by a Customer Relations Officer and a Senior specialist to provide technical and legislative knowledge and guidance.
St. Leger Homes of Doncaster are committed to delivering excellent services to our customers.
To help us achieve this, it is important that we listen to our customers and act on the feedback they provide.
We gather customer feedback in a range of ways including customer surveys, mystery shopping, reality checking, complaints, comments and compliments. The information we gather as a result of this is collated and analysed by the Customer Relations Team and used to improve and change services.
To learn more about how we have changed services following customer feedback, please click here.
St. Leger Homes of Doncaster aims to provide the highest standard of service to all our customers, however we accept, that on occasions, there may be a cause to complain. We also recognise that customers have a right to complain about the provision, or non-provision, of services.
As such, we aim to provide an accessible, fair and effective complaints procedure for tenants, leaseholders, Housing Register applicants and other customers. We take all complaints seriously as it is an important part of our commitment to provide a high standard of customer care.
This allows us to learn from our mistakes by regularly monitoring complaints. We can then continuously improve the way we work in delivering our services in order to meet our customers’ needs.
St. Leger Homes also need to know when it does things right and we equally value customer’s comments and compliments to enable us to share good practice in service delivery throughout the company.
All performance is reported in the Quarterly Customer Focus Report to the Executive Management Team, Board and Performance and Improvement Committee. The current Quarterly report and compliment themes can be found below.
2020-2021 Quarter 1 Compliments Received and Themes
2020-2021 Q1 Customer Focus Presentation
2020-2021 Q2 Customer Focus Presentation