How to complain about the service you have received from Hounslow Homes If you have a problem with how Hounslow Homes have helped you, please talk to the staff who have helped you. If they cannot sort out your problem, Hounslow Homes has a special way for you to make sure your complaints are heard. You should tell our Complaints Officers about your problem. There are lots of ways you can get in touch with them. You can ring them on 0208 8583 3737. Or, you can get in touch by Minicom on 0800 389 9821. You can email them at [email protected] hounslowhomes.org.uk You can tell them online at www.hounslowhomes.org.uk. You can come into the local offices and fill out a form, or get someone to fill out a form for you. The addresses for the local offices are in the Welcome Pack. They are also on the website at www.hounslowhomes. org.uk. You can write to: Customer Service Centre Ashmead Road Depot Ashmead Road Feltham Middlesex TW14 9NN Once we get your complaint, we will let you know when you will get a reply. It will normally take up to ten working days. If you are not happy with the reply, you should tell the Customer Service Officers. You should also tell the Customer Service Officers if you don’t get a reply from the Complaints Officers within ten working days. There are lots of ways to get in touch with the Customer Service Officers. You can ring them on 020 8583 3726 or 020 8583 3727. You can email them at [email protected] hounslowhomes.org.uk You can write to them at: Customer Services Hounslow Homes Langdale Centre, 240 Summerwood Rd, Isleworth TW7 7QN If you are not happy with the reply from the Customer Service Officers, you can ask them to take your complaint further. They will tell you who to talk to. Finally, if you are still not happy, you can talk to the Local Government Ombudsman Advice Team. Or, if you have a lease, you can talk to the Leasehold Tribunal. The Customer Service Officers will tell you who would be better to talk to. You might also be able to get advice from the Citizen’s Advice Bureau. Or, if you have a lease, you might be able to get advice from the Leasehold Advisory Service We will always try to help if you have a complaint about our services. We can tell you who to talk to if we can’t help. If you have any questions about how to complain, call the Customer Service Centre on 0800 085 6575.
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