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Have your say
Ways to provide feedback
We will aim to consult you in whichever way suits you best. This could include postal surveys and local meetings, and focus groups where we ask a small number of people to meet with us to discuss a particular area of our service, for example, the way we deal with antisocial behaviour.
We also use other ways to see how effective our services are, such as through:
- mystery shopping (where customers use our services and assess the quality of our service);
- the Comments, Compliments and Complaints process - you can call our Customer Services team ; and
- specific groups of volunteers who work with us on a project (for example, our Editorial Panel, which produces our residents' magazine, and the Asset Management Group are two of these groups).
Where possible, we like to meet you in the area where you live to consult you about the issues that affect that particular area.
Who to talk to
Our Community Involvement Team has the skills and resources to help you get involved with the way we provide our services. We understand that most people do not have the time to come to regular meetings and make other commitments, so we offer a range of ways for you to get involved that are easy and convenient. Please read our ‘Working together’ booklet (see link to PDF version below) for more details or contact the Community Involvement Team by calling 01582 869104 or by e-mail at community@aldwyck.co.uk
Working together (2.511MB) 
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Complaints and compensation
If you are not satisfied with any part of our service, you should let us know and we will do our best to put things right. If necessary, we will change our procedures to prevent the same thing happening again.
In our experience, our staff can sort out most problems or complaints quickly. They are there to help you and they are experienced in dealing with problems and complaints confidentially and efficiently.
If you are not satisfied with our response to your complaint at this informal stage and you can show that we have not dealt with your concerns, we have a three-stage formal complaints process that is set out in more detail in the link to our Complaints Policy below.
Our aim is to make sure that we maintain our service standards and that we consistently give our customers a high-quality service. However, we accept that there may be times when you will want us to put things right or to compensate you when things have gone wrong. There is more detail about our Compensation policy in the link below.
