Exeter Tenants Common Questions

How do I make a complaint?

Customers can complain in any way they wish. A complaint should be accepted and recorded however it is delivered – in writing, by personal visit, telephone, fax, email or through an appointed representative such as a Councillor, relative or advice worker.

Anonymous complaints cannot be accepted as they cannot be properly responded to and may be impossible to substantiate.

A leaflet “How to Complain to Exeter City Council” is available to the public from all Council receptions or from the Communications Manager (265319). The leaflet describes how to make a complaint and how it will be dealt with.

The customer records details of the complaint on the Complaint Form either themselves, if they wish to do so, or by the officer receiving the complaint. The form should always be checked by the customer to ensure that it accurately sets out their complaint (if the complaint is in the form of a letter this should be attached to the form. Where the persons complaint is that they are receiving a different level of service based on their race or they are the victim of a racist incident, this must be recorded on the form where indicated.

The “How to Complain to Exeter City Council” leaflet includes a Complaint Form for customers’ convenience. It also includes an equalities monitoring form.

How the Complaints Procedure Works

The Complaints Procedure is intended to quickly and simply resolve as many problems as possible within the directorate they relate to. However, it is recognised that a few complaints will not be sorted out at the first attempt and the customer will wish to take the matter up at a higher level. Some customers may still feel that their complaint requires further action.

To allow for this, the procedure is in three stages:

Stage 1

  • Dealt with by the appropriate officer within directorate to which complaint relates.
  • Always used first.
  • Intended to resolve most complaints to the customers satisfaction.

Stage 2

  • Dealt with by Strategic Director of directorate to which complaint relates.
  • Used only where complaint is not resolved at Stage 1.

Stage 3

  • Dealt with by the Chief Executive.
  • Used only where the complaint is not resolved at Stages 1 and 2

How do I start a Tenants and Residents Association?

 You will have your own reasons for wanting to start a Tenants’ & Residents’ Association but you will need to find out if other people in your area feel the same. Some people may think it is a good idea but may have their own personal agenda. Everybody involved will need to get together to discuss issues affecting the community they live in.

Listed below are various steps that you might find useful in order to get the information you need:

  • Talk to your neighbours and find out what they think, this could be done by knocking on doors, outside schools, down the shops or just out in the street. Talk to your Estate Officer, friends and neighbours. Don’t be disappointed if people don’t agree with you or are not interested, this will change when they start seeing some results from your group.
  • Contact the Tenant Participation Officer at Exeter City Council who can help you to set up a survey that can be sent to everyone in the estate. This is a good way of finding out what everyone thinks and a good way of meeting people you don’t know.
  • Plan a meeting and invite all your neighbours. It is a good idea to invite your Estate Officer and someone who has experience in setting up a Residents’ Association. You will need to produce an eye-catching leaflet that people won’t throw straight in the bin. The Tenant Participation Officer will help you produce a leaflet and get enough copies made.
  • It is important to make sure that your meetings are held at a local venue so everyone can attend and that the time is suitable for most people. Early evening is a good time so those that work can attend.
  • The meeting should be run in a friendly atmosphere, have everyone introduce themselves and keep a record of the names of the people who attend. Be clear about what you hope to achieve in the meeting and someone should take notes about the main points discussed. The first meeting should end with a commitment to hold a public meeting in order to make the group formal. It is a good idea to form a steering group from volunteers in order to work out the organisation of the association.
  • When planning the public meeting consider the same points as for the initial meeting but also ensure that the steering group are involved in the planning and also consider inviting the landlord and even your local councillor
  • At the public meeting the officers of the committee, the chairperson, secretary, treasurer etc. are elected and the members should agree a constitution.
  • If you need any help with any of the above you can contact the Tenant Participation Officer on 265698 who will be able to advise you or help you produce literature and book a venue.
  • You now have a formal Tenants association.

What is the point of setting up a Tenants and Residents Association?

There are many reasons, for example:

  • You are far more likely to be listened to if views are expressed by a group rather than by an individual.
  • Your arguments will carry more weight
  • Improves your ability to influence council policy
  • You will be able to target and focus attention on local issues.
  • Improve local facilities.
  • An Association can bring a community together and get people talking to each other.
  • It creates a channel for information to be fed in and out of the area to council officers, police and other agencies.
  • For organising community activities and social events for example children’s fun day, car boot sales, coffee mornings, day trips, booze cruise etc.
  • Ultimately it can make your area a better place to live and increase the sense of community.

What is TPAS?

TPAS is the Tenant Participation Advisory Service. It is an organisation, which provides services such as help, advice, information and training to tenants.

Exeter City Council is a full Landlord Member of TPAS and therefore any of our constituted Tenant and Resident Associations are eligible to register with them to take advantage of their services.

When a Tenant and Resident Association registers with TPAS they are included in mailings of TPAS information and training events.

The TPAS website contains a vast wealth of information and publications which will be invaluable to both new and established Tenants and Residents Associations.

We recommend and actively encourage Tenants and Residents Associations to join TPAS to take advantage of this service.