The Complainants Rights
All complaints made about Totteridge House Co-operative 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 Totteridge House unless the complaint has been made to the Board. Any complaints not covered by the Totteridge House Co-operatives Complaints Procedures should be dealt with at the Council office.

Who is eligible to complain?
Any resident who has a complaint against Totteridge House Co-operative or those acting on its behalf may use the Complaints Procedure. A copy is displayed in the Totteridge House office and is available in the ‘useful documents’ section of this website. Any resident who has a complaint against the Council or those acting on its behalf should use the Councils Complaints Procedure.

The type of complaint covered under the Totteridge House Complaints policy

• Complaints about the behaviour or performance of an employee of Totteridge House co-operative.
• Complaints about the standard of caretaking and cleaning.
• Complaints about the speed or standard of repairs carried out by Totteridge House co-operative.
• 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

General Points

Wherever possible, any disputes between neighbours should be resolved amicably. Totteridge House aims to provide a supportive and efficient service to help residents to settle disputes. Ultimately Totteridge House can refer the matter to the Council for further action.