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This part of the site can be used to make comments, complaints and compliments about the CGA.
The Community Gateway Association (CGA) is determined to provide the best possible service to all its customers. Although the organisation works hard to deliver good services to residents, from time to time things may go wrong. Where this happens, the CGA wants to know - so that it has the chance to put things right.
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The association regards a complaint as "an expression of dissatisfaction by a tenant, applicant, leaseholder or member of the public about the work of the CGA, where an initial response to their problem has not proved satisfactory". This includes such matters as:
- Providing wrong or misleading advice
- Failure to follow CGA policies and procedures
- Taking too long to take action without good reason
- Bias or inequality of treatment
- Treating a customer unfairly or discourteously
- Breaking a promise (such as failing to keep an appointment).
Customers have a right to complain if any problems arise, either in writing, by 'phone, in person or by e-mail.
When dealing with any complaints, the CGA makes sure that customers are listened to and all complaints are taken seriously. The feedback received is used positively as a way of improving services. If at fault, the CGA will apologise and explain what happened.
The 'Complaints, comments and compliments' leaflet explains what residents can complain about, how complaints are dealt with and what to expect when making a complaint. The leaflet is available to download or from any of the CGA's offices.
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