Complaints Procedure

Enexus Energy is committed to giving you the best service possible, but if something goes wrong, we want you to tell us. We value complaints and use the information from them to help us improve our services. The information below describes our complaints process and how to make a complaint.

What is a complaint?

A complaint is when you as our resident or customer are dissatisfied about our action or lack of action, or about the standard of service provided by us or on our behalf.

What kind of things can I complain about?

• If we take a long time to respond to any of your enquiries

• If you think we have failed to provide a good service

• If any of our staff or contractors have delivered a bad service

• If we failed to follow our procedures properly

What can’t I complain about?

• Neighbour nuisance – this will be dealt with by our housing or care/support staff in accordance to the Anti-Social Behaviour Policy

• Health and safety concerns – these will be dealt by a Senior Manager in the 1^st instance for rectification

• Where there are safeguarding issues – these will be dealt in accordance to the Safeguarding Policy

• If there is pending legal action against Enexus Energy

• If it is an attempt to re-open a previously concluded complaint

• Complaint about the conduct of our staff or contractors – this will be managed in accordance with Enexus Energy’s Code of Conduct

How do I make a complaint?

You can complain in person at our offices or services, by phone, email, letter or through our website.

What happens with my complaint?

We have a two stage process in managing and resolving a complaint, which is explained below:

Stage 1

When a complaint is received, the Complaints Administrator will record it on our system. They will send an acknowledgement letter to you within 2 working days of receipt of the complaint. This letter will detail who the Investigating Officer is and what the timescales are.

When the complaint has been resolved, the outcome will be detailed for you in a letter by the Investigating Officer.

The Complaints Administrator will contact you separately to complete a satisfaction survey.

If you are not satisfied that the complaint has been investigated appropriately, or that the resolution offered is not appropriate to the findings of the complaint, a review of the investigation and decision can be requested. This must be within 20 days of receiving the final complaint letter.

If the complaint is to continue the Complaints Administrator will escalate this to stage 2

Stage 2

The Complaints Administrator will allocate your complaint to a member of the Senior Management Team and it will be reviewed by a Complaints Panel. Where appropriate, you will be asked if you want a member of the Resident Complaints Panel to be present at the hearing.

Following the meeting, a decision regarding the appeal will be made within 20 working days and the outcome detailed in a letter will be sent to you.

Complaint Resolution

Enexus Energy will provide advice to complainants on accessing the Housing Ombudsman Service, who can assist throughout the life of a complaint.

To contact the Ombudsman Service, please see the following details:

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org

What if I need support to make a complaint?

You can make a complaint through an external representative such as an MP, a Councillor, friend, family member, solicitor or via Citizens Advice. If you are receiving support from our services, then one of our staff members will assist you to the best of their ability. They will remain objective and not involve themselves in the investigation except to support and advocate you, wherever required.