Still unhappy?

If you are not satisfied with our response you can choose to escalate your complaint. Within one month of receiving our response you have to appeal in writing stating clearly why you are unhappy with the response and what you want Newlon to do about it.

The 2nd Stage of the Complaints Process is usually dealt with by a Director who will respond within 10 working days.

• What if I’m still not happy after the 2nd Stage?

  If you are still unhappy you can escalate your complaint further. Within one month of our 2nd Stage response you must appeal in writing stating clearly why you are unhappy with the response and what you want Newlon to do about it.

  The 3rd and Final Stage of the Complaints Process is heard by a Complaints Case Panel. The Panel is nomrally made up of 3 Members, incuding at least 1 Newlon Board Member and 1 Resident Forum Member.

• What if I’m still not happy after the 3rd Stage?
  
  If you are unhappy with the outcome of this Panel, you can go, ultimately, to the independent Housing Ombudsman.

• The Independent Housing Ombudsman has the power to look into complaints against us from our residents, but will normally only help once you have followed our own complaints procedure.

  The Ombudsman service can be contacted at Norman House, 105-109 Strand, London WC2R 0AA, Tel: 0845 7125 973 or 020 7836 3630.

• Where can I get advice?

  You can also get advice and assistance from a Citizens' Advice Bureau, Law Centre or Solicitor.

• What are my rights?
  You have the right to lodge complaints of discrimination against us in the County Court on grounds of race or gender within six months of the event.

  You can take action against repeated harassment under the Protection from Harassment Act 1997.

  If you are the resident of a Registered Care Home, you have the right to complain to the Registration Officer.