TENOA Complaints Procedure updated 2022

by | Feb 3, 2021 | Other

TENOA Complaints Procedure (amended 2022)

If you have a complaint about TENOA, we want to hear about it and we will do our best to put it right.

Our Complaints Procedure has the following goals: 

  • To deal with complaints fairly, efficiently, and effectively 
  • To ensure that all complaints are handled in a consistent manner throughout 
  • To use complaints constructively in the planning and improvement of how the Committee operates 

Who can complain

  • Anyone who is a member of TENOA. Complaints should clearly state the reason for the complaint and the desired outcome of the complainant. 

How to complain: 

  • Contact the Chairman or Secretary using the “Contacts” section of the TENOA website (tenoa.co.uk) 
  • Complaints may be against general Committee decisions, TENOA responsibilities or specific Committee members.

Stage 1

  • The complainant will be sent an acknowledgement of their complaint within 5 working days. 
  • The complaint will be reviewed by an officer (i.e., Chairman or Secretary) and one other member. Together they will consider and respond to the owner. Where appropriate (eg in event of complaint involving chairman and secretary) two committee members will be agreed by the committee as reviewers.
  • The complainant may be invited to a meeting at a neutral location Mediation will be considered and offered if appropriate.
  • We will aim to provide a response to a complaint  within 28 working days of receipt. If an outside body has to be contacted the complainant will be advised and a revised timetable set. 

Stage 2

  • Where the complainant is not happy with the response, they may request that the whole committee consider their reason(s) for this and whether the desired outcome remains as originally expressed.
  • If the complaint is against an individual member, that person will be invited to comment on the complainants reason(s) for rejecting  the original response.  They will however absent themselves from the committees discussion as to what the full committee think about the complaint
  • Following discussion, the committee will  either
      1. make a final response or
      2. may ask the two members who gave the first stage response to engage in further dialogue with the owner and report back to the committee.
      3. or will consider whether mediation may have a role to play
  • Following further dialogue (and mediation where helpful)  the committee  will give a final response 

All Committee members are volunteers drawn from the body of owners of the Elements development and elected at Annual General Meetings for defined periods of time. None are full time. In making any complaint owners are requested to respect that each committee member gives their time against a background of other commitments, and none are remunerated  Suggestions/compliments/ feedback as well as complaints are always welcome too!