If you have contacted the Trust or one of its Agents and are dissatisfied with the first response you have received you can make a formal complaint and seek further information or assurances from the Trust.

The complaints procedure:

You may make a complaint by Telephone to 0800 028 5596

• By letter to: Newport Housing Trust Ltd. 6th Floor Clarence House, Clarence Place, Newport. NP19 7AA

• In person by appointment: The Managing Agents Office Charter Housing 11 Devon Place Newport NP20 4NP (Behind the Rail station)

• By e-mail: info@nht.org.uk

• At a Public Meeting organised by the Trust or recognised Residents Groups

• By a petition or through a Customer Comment slip (e.g. Repairs)

• You can also make a direct complaint to the Trust through a member of the Board of Directors who will pass your complaint to an Officer of the Trust.

The Complaint will initially be dealt with by an officer of the Trust or their agents and you should receive a written acknowledgement within 5 working days. There should be a full written response within 10 working days or reasons for additional time required being given. If the response is unsatisfactory you can appeal to the next stage as described below:

Stage 1 – Initial Complaint – acknowledged by Corporate Services – passed to responsible/operational officer for investigation and response

Stage 2 – Trust Head of Operations

Stage 3* – Trust Chief Executive

Stage 4 – The Board of Directors (Represented by the Chair or an appointed Working Group)

At any stage during the Complaints procedure you have the right to contact the Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed. CF35 5LJ. Tel: 01656 641150 Fax: 01656 641199: E-mail: ask@ombudsman-wales.org.uk Web: www.ombudsman-wales.org.uk

Please click here to view the full complaints policy 2010