Complaint policy is part of the quality management within Maasstad Housing. The aim is to achieve the highest possible quality of service to customers. Every complaint report is seen as an opportunity to improve this service. This Complaint procedure is used for this purpose. Clients are informed about this by means of 29th Article in the General Terms and Conditions or the Rental Agreement and the brochure Welcome!.
The following categories of complainant are distinguished within Maasstad Housing.
Maasstad Housing defines the following as a complaint. A complaint from a complainant, addressed to Maasstad Housing, which shows that the complainant do not agree with an organization act or omission, or people act or omission who perform works on behalf of its organization. Maintenance complaints are also registered as ‘complaints’; as a way to obtain an insight into the inspection quality when delivering the living space. In case a complainant considered that a maintenance complaint was mismanaged, this one would be registered again but as a separate complaint. Complaints about the rental amount are firstly handled internally. If no agreement is reached, the complainant will be referred to the Rent Committee.
Maasstad Housing does not manage the following complaints.
Except from emergencies or (technical) calamities, the complaint can be submitted in writing by e-mail or via the tenants’ portal and will be managed in the following manner.
Maintenance complaints
Other complaints
The Quality & Compliance Department processes the managing method on the Complaint Form. The original is included in the file. A copy is archived.
The following is related to the registration and reporting of complaints.
This Complaints Procedure has been established on March 2019
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