Table of contents

The Complainants Rights

All complaints made about Goulden House services or those acting on their behalf will be treated in the strictest confidence. The full report will only be available to the Manager or the Chair of Goulden House unless the complaint has been made to the Board. Any complaints not covered by the Goulden House Complaints Procedure, should be dealt with at the Council office in Garratt Lane.

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Who is eligible to complain?

Any resident who has a complaint against Goulden House Co-operative or those acting on its behalf may use the Complaints Procedure. A copy is displayed in the Goulden House office. Any resident who has a complaint against the Council or those acting on its behalf should use the Councils Complaints Procedure.

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The type of complaint covered under this policy

• Complaints about the behaviour or performance of an employee of Goulden House.
• Complaints about the standard of caretaking and cleaning;
• Complaints about the speed or standard of repairs carried out by Goulden House.
• Complaints about the behaviour or performance of a member of the Management Board;
• Complaints about nuisance from neighbour;
• Complaints about racial or other forms or Harassment.

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Anti-social Behaviour, Nuisance, Racial or other form of Harassment

Goulden House will not accept any anti-social behaviour on the estate. You as the tenant or leaseholder are responsible for the behaviour of every person (including children) living in or visiting the property. Examples of anti-social behaviour include but are not limited to:

• Using abusive or insulting words or behaviour;
• Using or threatening to use violence;
• Vandalism of council property;
• Offensive drunkenness;
• Persistent arguing and door slamming;
• Noise or fouling from pets;
• Loud music;
• Rubbish Dumping;
• Speeding and dangerous riding of scooters/mopeds.

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Grassed Areas Communal Areas and Play Areas

Please do not allow your dogs to foul grassed areas. The staff do their best to keep these areas looking good, you can help by not littering these areas. The play areas are there to encourage your children to play outdoors. Please encourage your children to play sensibly.