Complaints


If you have an issue with any of the services you receive from CarillionAmey, make sure you register an official complaint; this gives them a true picture of the service they are delivering, as well as the information needed for them to change processes and resolve the issue for the future.

On the flip side, if you have a positive comment about their service, please let them know so that it can be developed as “best practice”. 

CarillionAmey can be contacted on 0800 707 6000 or, if you are calling from abroad or a mobile phone, you can call them on 0151 7281630 and then select the appropriate option.

On this page:

DIO Compensation Scheme
Mears complaint process
Update on CarillionAmey complaints process
Complaints process
Top tips on how to complain
How to deal with nuisance neighbours

 

DIO Compensation Scheme

DIO have recently announced a compensation scheme in the UK to cover missed appointments and significant issues at move-in for SFA and SSFA.

Claims will only be accepted for issues that occurred after 1 April 2017 and must be made within 14 days of the issue occurring claims for any other issues e.g. damage to belongings, food expenses for loss of cooking facilities etc. should continue to be made by the usual methods.

Compensation will be in the form of High Street Vouchers no alternatives will be offered. DIO have produced a fact sheet that covers the information you will need to make a claim.

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Mears complaint process

If you live in Substitute Service Families Accommodation (SSFA) (a hiring) the allocation, sourcing, move-in and other issues will be dealt with by Mears.

If you have an issue with Mears, please read on for the complaints process you should follow. Read more

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Update on CarillionAmey complaints process

Since the start of the CarillionAmey (CA) contract, AFF has continued to hear from families that the complaints process is not fit for purpose and we have consistently fed this back to CA and DIO.

Recently, AFF has been copied into correspondence that compliments the complaints team; something we have not seen before. As a result, we asked Stuart Jones, the new Head of Complaints (now called the Customer Solutions and Insight team), to tell you what has changed and why. Click here to read more.

Please let AFF know about your recent experiences with complaints by emailing housing@aff.org.uk 

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Complaints process

For full details of the CarillionAmey complaints process, click here.

Maintenance/Repairs and Allocations Read more

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Top tips on how to complain

For some top tips on how to complain constructively Read more

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How to deal with nuisance neighbours

It may sound obvious but, start by talking directly to your neighbours – perhaps they don’t realise how much the sound is travelling, or that their dog is barking the whole time they are out.

There are ways to do this; plan what you are going to say, and always stay calm and polite. Read more

 

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AFF is interested to hear your views or concerns about issues discussed on our website. Please email us at housing@aff.org.uk.


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