Compliance with the Complaint Handling Code

1

Definition of a complaint

Yes

No

 

Does the complaints process use the following definition of a complaint?

An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.

X

 

 

Does the policy have exclusions where a complaint will not be considered?

X

 

 

 

Are these exclusions reasonable and fair to residents?Evidence relied upon

  1. Situations where legal processes will take precedence
  2. Reasonable Adjustments Policy in place

X

 

 

2

Accessibility

 

 

 

Are multiple accessibility routes available for residents to make a complaint?

X

 

 

Is the complaints policy and procedure available online?

X

 

 

 

Do we have a reasonable adjustments policy?

X

 

 

 

Do we regularly advise residents about our complaints process?

X

 

 

3

Complaints team and process

 

 

 

Is there a complaint officer or equivalent in post?

X

 

 

 

Does the complaint officer have autonomy to resolve complaints?

X

 

 

 

Does the complaint officer have authority to compel engagement from other departments to resolve disputes?

X

 

 

 

If there is a third stage to the complaints procedure are residents involved in the decision making?

X

 

 

 

Is any third stage optional for residents? 

X

 

 

 

Does the final stage response set out residents’ right to refer the matter to the Housing Ombudsman Service?

X

 

 

 

Do we keep a record of complaint correspondence including correspondence from the resident?

X

 

 

 

At what stage are most complaints resolved?

Informal

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4

Communication

 

 

 

Are residents kept informed and updated during the complaints process?

X

 

 

 

Are residents informed of the landlord’s position and given a chance to respond and challenge any area of dispute before the final decision?

X

 

 

 

Are all complaints acknowledged and logged within five days?

X

 

 

Are residents advised of how to escalate at the end of each stage?

X

 

 

 

What proportion of complaints are resolved at stage one?

90% (Q1 and Q2)

 

90%

 

 

What proportion of complaints are resolved at stage two?

10% (Q1 and Q2)

 

10%

 

 

What proportion of complaint responses are sent within Code timescales?

  • Stage one                             83%

Stage one (with extension) 100%

  • Stage two                            100%

Stage two (with extension) N/A

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Where timescales have been extended did we have good reason?

X

 

 

 

Where timescales have been extended did we keep the resident informed?

X

 

 

 

What proportion of complaints do we resolve to residents’ satisfaction

100% (based on Q1 and Q2 data)

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5

Cooperation with Housing Ombudsman Service

 

 

 

Were all requests for evidence responded to within 15 days?

 

X

 

 

Where the timescale was extended did we keep the Ombudsman informed?

X

 

 

6

Fairness in complaint handling

 

 

 

Are residents able to complain via a representative throughout?

X

 

 

 

If advice was given, was this accurate and easy to understand?

X

 

 

 

How many cases did we refuse to escalate?

0

What was the reason for the refusal?

N/A

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Did we explain our decision to the resident?

N/A

 

7

Outcomes and remedies

 

 

 

Where something has gone wrong are we taking appropriate steps to put things right?

X

 

 

8

Continuous learning and improvement

 

 

 

What improvements have we made as a result of learning from complaints?

  • Developed Reasonable Adjustments policy
  • Disability awareness training to be delivered
  • Amended processes to ensure key communication information is captured
  • Improved repairs data reporting
  • Improved complaints data profile across the business – up to Board level

 

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How do we share these lessons with:

  1. residents?

Via our Customer Review Group

  1. the board/governing body?

Via Board and Committee meetings

  1. In the Annual Report?

In 20-21 shared number of complaints only – included in planning for 21-22 Annual Report

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Has the Code made a difference to how we respond to complaints?

X

 

 

  • We have added to our online form for ways to report issues; the option to report complaints
  • We have amended complaints definition in factsheet and policy
  • We have developed a Reasonable Adjustments policy
  • We have made improvements to the website in relation to the Complaints Factsheet (to allow translation, browsealoud)
  • We have recommended changes to Annual Report to include complaints learning
  • We have shared changes with Customer Review/Scrutiny group

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