Compliments, Complaints and Appeals

Southern Cross Housing values your feedback. If you are not happy with a decision that we have made or the way we have delivered services we want to hear about it. Your feedback helps us to improve our services. To access a copy of the Southern Cross Housing Complaints Policy.

 

Compliments

Southern Cross Housing values your feedback if you are happy with the way that we have delivered a service or activity. Your feedback helps us to know that we are on the right track and to provide due recognition to our staff that are performing well. You can lodge a compliment using the Compliments Form

 

Complaints

You are encouraged to make a complaint if you are not happy with the quality or standard of service you have received from Southern Cross Housing. Your feedback helps us to improve our services, including our contractors.

Southern Cross Housing has a set process for resolving complaints. This process consists of three steps.

  1. It is suggested that you initially raise your concerns with either the staff member that the issue is associated with, or their direct Manager. This contact may be either in person or by telephone.
  2. If you are not happy with the response that you receive from the staff member or direct Manager you should lodge the complaint in writing using the Southern Cross Housing Complaints Form.
  3. Within 2 business days you will receive written acknowledgement that your complaint has been received. The matters that have been raised in your letter of complaint will be investigated by a Manager within Southern Cross Housing and you will receive a written response that outlines our findings within 21 days.

 

Appeals

If you are unsatisfied with the outcome of your complaint you are able to lodge an appeal using our Appeals Form.

Once completed your forms for Compliments, Complaints or Appeals should be sent to one of the following places:

  • Email: info@scch.org.au
  • Mail to: Southern Cross Housing – P.O Box 2531 Bomaderry NSW 2541
  • Delivering by hand to any Southern Cross Housing Office

Our Complaints and Appeals brochure provides more information about Southern Cross Housing Complaints and Appeals processes

If you are having an issue with your neighbour please contact our Tenancy Team directly on 1300 787 885.

 

If you have a complaint about a Neighbour or a Southern Cross Housing Employee

If you wish to record a complaint about a neighbour living in a Southern Cross Housing property, or the actions of a Southern Cross Housing employee, you can express your concern in a number of ways. A copy of our Complaints Policy is here. If you complaint relates to an employee, you are encouraged to speak with them directly or to their Manager.

Contacting your local office in person or via telephone
Via post by writing to us at PO Box 2351 Bomaderry NSW 2541
Via email to info@scch.org.au

Or, online by completing this…

Complaints Form

  • Date Format: DD slash MM slash YYYY

Please contact your local office if you require a copy of the form for your records.

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