Complaints Policy – Temporary Information Page

Our Complaints Policy is Under Review (June 2026)

We are currently finalising and updating our Complaints Policy. This page contains temporary information and will be updated once the new policy has been formally approved and signed off.

Please do not wait for the updated policy to be published before raising a concern. We welcome feedback and complaints, and encourage residents to contact us if they are dissatisfied with any aspect of our service. You can come into the office, call us on 020874 6856, email us at info@conventcoop.org.uk, or write a letter and post it through the door or send it to 15 Chesterton Close, LONDON, SW18 1SD.

What Is a Complaint?

A complaint is:

“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation/landlord, its staff, or those acting on its behalf, affecting an individual or group of residents.”

We view complaints as an opportunity to learn, improve our services, and put things right where we have fallen short. This definition follows the approach used within Wandsworth Borough Council’s complaints framework as stipulated by the Housing Ombudsman. While our own updated policy is being finalised, you may wish to view Wandsworth Council’s complaint information. In the meantime, the following lays out the basic outline of the new policy.

Making a Complaint (Stage 1)

To help us investigate your complaint fully, please include:

• What happened
• When it happened
• Who was involved (if known)
• How the issue has affected you
• What outcome you are seeking

Supporting Documents

If you have supporting evidence or documentation, please email it to:

info@conventcoop.org.uk

after submitting your complaint form.

Is This the Right Forum?

Please note that a complaint is different from a service request.

Repairs and Maintenance Issues

If you are reporting a repair or maintenance issue for the first time, please:

• Call the office on 020 8874 6856
• Email info@conventcoop.org.uk
• Use our Service Request form

First-time repair reports are normally treated as service requests rather than complaints. If you remain dissatisfied after reporting an issue, please raise a complaint

Anonymous Complaints

We take all complaints seriously and accept anonymous complaints through all methods of communication.

Anonymous complaints will be passed to the relevant service area for investigation and any necessary action.

However, if no contact details are provided, we may be unable to tell you the outcome of our investigation or provide a formal response. This approach is consistent with current local authority complaint handling practice.

How We Will Handle Complaints

Until our updated policy is published, we will follow the principles of Wandsworth Borough Council’s complaints process as a guide.

In summary:

Stage 1 – Investigation

• We will acknowledge your complaint.
• We will investigate the issues raised.
• A member of staff or manager will review the complaint and provide a response.
• If the complaint is complex, additional time may be required, and we will keep you informed.

Stage 2 – Review

If you remain dissatisfied following the Stage 1 response, you may request a review of the complaint.

A more senior officer will consider the complaint and the Stage 1 response before issuing a final decision.

Commitment to Residents

We are committed to:

• Treating complaints fairly and respectfully
• Listening to residents’ concerns
• Learning from feedback
• Identifying service improvements
• Responding within reasonable timescales

Your feedback helps us improve the services we provide to the community.

Policy Update

This page contains interim guidance only. The full Convent Co-operative Complaints Policy will be published here once it has been approved and formally adopted.

In the meantime, if you have a complaint or concern, please continue to submit it through our complaints process and we will ensure it is considered appropriately.