Monday, 2 February 2015

CarillionAmey Complaints

DIO are looking for feedback following the introduction of  CarillionAmey taking over the housing contract, in the form of factual evidence (good and bad) of what is going on at grass roots level. DIO will then have the facts to pass on as examples of where it is going right or wrong.

Please forward to me anything that fits the above request (keeping the details clear, concise and factual), I will then collate and send up the CoC by Friday 6 February 2015.

How to make a complaint

Complaints are handled in 3 stages, with the aim of making sure that the majority can be fully investigated and promptly put right. If you are dissatisfied by the response at any stage, you will be given the opportunity to go to the next stage.

Stage 1

If you are dissatisfied with our service please call the CarillionAmey Helpdesk on 0800 707 6000 or visit the CarillionAmey website.
Once you have registered a complaint, a CarillionAmey customer care manager will contact you, and give you a reference number for your complaint. They will explain how the process works and keep you regularly updated on the progress of your complaint.
If you are not satisfied with the way the complaint is handled or you want to speak to someone more senior, you can speak to a senior manager at the Helpdesk or a CarillionAmey director.

Stage 2

If your complaint has been closed at stage 1 and you are not satisfied with the response, you can then escalate your complaint to the DIO Customer Services Team.
You should briefly set out your complaint and why you are not satisfied with the Stage 1 response in writing to:
Customer Service Team,
DIO Service Delivery Accommodation,
Ground Floor,
Swales Pavilion,
RAF Wyton,
Cambridgeshire
PE28 2EA.
If you make a written complaint we will acknowledge it within 3 working days. An investigation will be carried out but depending on the nature of the complaint, this can take some time.

Stage 3

If you are not satisfied with the response you receive at stage one and stage two, you can escalate your complaint to the Independent Housing Review Panel by writing to:
Independent Housing Review Panel
CD(P) Service and Veterans Welfare Accommodation Policy C2
Ministry of Defence
Floor 6, Zone A
Main Building
Whitehall
London
SW1A 2HB