Comments, Complaints & Compliments policy
|
|
- Barnard Jordan
- 6 years ago
- Views:
Transcription
1 Comments, Complaints & Compliments policy Version EKH#2 Last reviewed July 2013 Responsible officer Jonathan Hicks Approved by Board 12 Sept 2011 Next review date May 2015 Related documents Mission Statement & Values Equality and Diversity Policy Customer Charter Access and Customer Care Policy 0
2 Contents Page 1. Introduction 3 2. Our aims and the purpose of this policy 3 3. Our values and service standard 4 4. Dealing with complaints 5 5. Roles and responsibilities 8 6. Information and access 9 7. Customer satisfaction Training and guidance for staff Monitoring and review arrangements 11 East Kent Housing Complaints procedure 12 Service Standard 13 1
3 1. Introduction 1.1 At East Kent Housing we are committed to providing the highest standard of service to all our customers. As part of a continuing effort to improve, we encourage our customers to tell us how we are doing. One way to do that is to make it easier for customers to comment on our services to let us know when we are doing well and when we are doing badly. Knowing what matters most to people can help us to resolve problems, identify where improvements can be made and offer better choices for everyone. 1.2 This policy sets out our approach to all forms of correspondence we receive from our customers and our procedure for dealing with complaints has been included as an appendix at the end of this document. 2. Our aims and the purpose of this policy 2.1 We aim to: Promote a comments, complaints and suggestions scheme that is clear and at all times accessible Adopt and follow a complaints procedure that is simple to use and easy to understand Ensure that our staff have the resources and support needed to ensure complaints are resolved promptly, politely and fairly Learn from our customers the best way to improve the service we provide 2.2 The purpose of this policy is to explain: Our values and the standard of service customers can expect when they contact us How we deal with complaints The roles and responsibilities of the customer and provider How customers can get information and access the scheme How we will use feedback from our customers to improve services The training and guidance we provide for staff 2
4 How we monitor and review the scheme 3. Our values and service standard 3.1 At East Kent Housing we have worked with our staff and residents to develop five core values to live by in everything we do. We aim to provide an approachable, professional, trustworthy, respectful, progressive service to all our customers. (iv) (iv) We will be clear about the standards we expect from our staff and tenants and not make promises we cannot keep. We will be open and honest in the way we work and when we get things wrong or make mistakes, we will admit our failings and take steps to put things right. We will listen sympathetically to our customers and when we communicate with them we will be, wherever possible, friendly and informal. We will respect the confidentiality of our customers and colleagues at all times Where a customer needs additional support or information, we will provide that information and support in ways that are appropriate to meet those needs. Service standard 3.2 We have developed this policy through consultation with our customers to understand what is most important to them and to agree at the outset what they can expect from the service we provide. This policy and complaints procedure supports the right of all our customers to expect excellent levels of service. 3.3 When a customer contacts us to make a comment, complaint or suggestion we will ensure that: they are treated fairly and with respect; the service is accessible to them, and that any potential barriers to using the scheme have been identified and addressed; our staff are polite and friendly and demonstrate an understanding of their needs 3
5 we do not share their information with anyone without the customer s prior consent 3.4 We have set appropriate and measurable standards for the timeliness and effectiveness of response for all forms of customer contact including telephone calls, letters, electronic communications and face to face contact. We will use these standards to evaluate our performance. When a customer contacts us with a comment or suggestion they can expect a reply to be sent within 10 working days from the day it was received. Where we have made improvements or changes as a result of comments or suggestions we will take the time to feed this back to the customer(s) concerned. Complaints will be acknowledged within 2 working days from the date of receipt and a full response made within 10 working days from the date of receipt. If this is not possible, the customer will be kept informed of progress and how long the investigation will take. Our performance on how well we have dealt with comments, complaints or suggestions, (as well as details of any improvements we have made as a result,) will be published on our website, in our offices, annual reports and newsletters. 4. Dealing with complaints 4.1 We have adopted an easy-to-use complaints procedure, which includes a commitment to deal with problems fully and solve them wherever possible within the agreed time limit. If a customer is unhappy with the outcome of their complaint we will provide details of what they can do next. We will: offer and promote a range of ways for customers to express a complaint; be clear to customers who is dealing with them and how they can be contacted; provide a local response to complaints 4
6 We will respond to initial enquiries promptly, and if there is a delay we advise the customer and take action to rectify the problem. We will ensure that the outcome of the complaints process for customers (whose complaint is upheld) is satisfactory for them. 4.2 For the purpose of this policy, we define a complaint as: An expression of dissatisfaction regarding the action, lack of action or standard of service received from East Kent Housing or any person(s) acting on behalf of East Kent Housing. 4.3 Who can complain? Any of our residents and service users, or members of the public who may be directly or indirectly affected by our services can make a complaint. We will also accept complaints made by someone authorised to act on a customer s behalf, or where consent has been given. This includes where an MP or councillor is taking up a complaint on behalf of a constituent. These will follow the same procedure and be given the same priority as complaints received directly from the customer. 4.4 Providing assistance We recognise that sometimes a customer may need help to raise their issue with us or to have someone act on their behalf. Where additional assistance is required we will, wherever possible, make reasonable adjustments to make it easier for customers to raise their concern This could include assisting with physical access to our offices or by making information available in different formats. We will refer customers to relevant service or support agencies if we are not able to help or where we feel this would be more appropriate. 4.5 Complaints dealt with under other procedures We may receive complaints that may be more appropriately dealt with by a different service within one of councils, or by an outside body or contractor. If we are unable to deal with a complaint we will tell the customer if it needs to be redirected and, where possible, we will redirect it ourselves and let the customer know. 5
7 Other providers and partners are expected to comply with our policy and standards of service and provide us with regular reports on performance and customer satisfaction. 4.6 Complaints about Board Members We expect all Board Members to meet the high ethical standards set out in its Code of Conduct. The responsibility for investigating allegations that Board Members behaviour may have fallen short of the required standards will fall to a senior officer nominated by the Chief Executive and, where there is a case to answer, this will be investigated fully. 4.7 Complaints dealt with by the Councils Where a complaint about us has been made to any of the Councils, we would normally expect it to be passed to us, so that we can take it through our own procedure. In the case of a serious failure on our part, the Council(s) may wish to conduct their own investigation. This will be subject to agreement between the Chief Executive of East Kent Housing and the representative of the Council(s) concerned. The Councils retain the right to investigate any complaint, and as a minimum will review serious and frequent complaints and Ombudsman referrals. Any costs incurred by the council(s) in responding to and dealing with any justified complaints about East Kent Housing s performance of the services (including any matters raised by the Ombudsman) will be reflected in a variation to the current Delivery Plan and budgets. 4.8 Managing vexatious or serial complaints A very small minority of customers make complaints that are vexatious, in that they persist unreasonably or make complaints in order to make life difficult for officers rather than to genuinely resolve a grievance. We will always attempt to deal with these cases sensitively and professionally, but in rare cases where a customer s behaviour is deemed to be unacceptable, we may need to restrict contact with the complainant in order to manage the situation and deal with the problem. This decision will be taken by the relevant Area Manager. Where we have to restrict contact, we will aim to do this in a way, wherever possible, that allows a complaint to progress to completion through our complaints process. The threat or use of physical violence, verbal abuse or threatening behaviour towards our staff is unacceptable. Incidents of this nature may be reported to 6
8 the police. This will always be the case if physical violence is used or threatened. 5. Roles and responsibilities 5.1 East Kent Housing We are accountable to our tenants and leaseholders, so it is important to provide information on this scheme and the improvements we have made as a result of feedback from customers. We will publish this along with our performance on complaints and other correspondence. We will make decisions on complaints that are fair and consistent and keep the customer informed about any decisions that affect them. We will provide a quarterly report to the councils representatives and to the Area Boards detailing: numbers of complaints stages 1 and 2 (overall and by service areas) numbers of complaints upheld response times Reports may also include learning from complaints and analysis of trends, if requested. (iv) (v) We will notify the Board and the Councils in writing of all complaints received which relate to allegations of serious failings on the part of East Kent Housing and of all steps taken in response to such allegations. We will keep a written record of all comments, complaints and suggestions received and any action we have taken in response to these. Records will be made available for inspection by the Board, Area Boards and the Councils at all reasonable times. 5.2 East Kent Housing Board The Board has overall responsibility to monitor performance on complaints to ensure that we fulfil our commitment to our customers and our obligations to the four local authorities. 7
9 The Board will adopt and support this policy to ensure that effective methods of communication and feedback from our customers is established and maintained, and that we achieve our aims and objectives as set out in the delivery plan. 5.3 Area Boards Area Boards have been given the role of monitoring the quality and delivery of services we provide, with a specific focus on services in the local area. Part of this role involves analysis and scrutiny of locally received comments and complaints, to measure performance and to identify ways in which improvements could be made to services. The Area Boards will look at comments and complaints as a whole and will not deal with individual complaints. These must be pursued through the complaints procedure. 5.4 Complaints Officer(s) 5.5 Staff We will nominate and identify an Officer or Officers to ensure all complaints, praise and suggestions are logged and reported, and that arrangements are in place for the reviewing and monitoring of outcomes and customer satisfaction. The Officer(s) will be responsible for identifying trends and feeding back comments regarding service improvements to the relevant managers and staff concerned. We encourage all staff to report any complaint, praise or suggestion to the relevant complaints officer and to offer any help or support the customer may need in making their submission. We ask our staff to follow the complaints procedure and uphold our service standards at all times. Members of staff are expected to take personal responsibility for sorting out problems and, where failings have been identified, accept recommendations or make changes to relevant policies and practices. 6. Information and access 6.1 We make information about the full range of services we provide available to our customers, including how and when people can contact us, how our services are run and who is responsible. 6.2 We will provide choices, information and communication that is appropriate to the needs of our customers in the delivery of this scheme. 6.3 We will widely publicise and promote our comments, complaints and suggestions scheme through communications such as, but not limited to: Leaflets Newsletters Welcome packs 8
10 Tenant and Leaseholder Handbooks Pages on our website 6.4 Full copies of our policy and procedure are available to be downloaded from our website [insert link] and can be provided in a variety of formats including large print, alternative languages and in a summary version upon request. This policy will be available in all East Kent Housing offices. 7. Customer satisfaction Customer satisfaction on our general handling of complaints for each area will be monitored and published alongside overall performance and the outcomes of complaints. Satisfaction surveys will be reviewed regularly to ensure we are capturing the best information to assist us in ensuring our services are continuously improving, that we are meeting our service standards as published and that we are meeting the needs of our customers. 8. Training and Guidance for staff 8.1 We will provide any training and guidance deemed necessary to empower our staff to take appropriate action where we have fallen short and give them the support and resources to put things right. 8.2 Training courses will be set up on three levels: i. For general staff who may receive a complaint and will need to have a basic understanding of the policy and procedure; ii. iii. For members of staff who actually have to deal with and respond to formal complaints under this policy. Within these sessions we may use real examples to work through. For Area Boards as part of their scrutiny role over performance on complaints Separate training course may also be considered to address the standards expected in all forms of correspondence with our customers. 8.3 Guidance will be provided for all members of East Kent Housing on how to respond and deal with complaints; how to investigate them objectively, and on the importance of customer feedback. 9
11 9. Monitoring and review arrangements 9.1 We learn from any mistakes we make by identifying patterns in complaints and comments from customers and use this information to improve services. 9.2 We regularly review and improve our complaints procedure, taking account of the views of customers, complainants and staff. This is so that we can make sure it is being implemented properly and feedback is being used for the good of the service. For this reason a central record will be kept of the numbers and nature of comments, complaints and suggestions as well as the information necessary to ensure response times and standards are met. 9.3 Regular reports will be produced and presented to the management team and Area Boards as deemed appropriate. Service Managers, upon identifying or having highlighted any trends that may suggest possible improvements in areas of service, will take the necessary steps to address any changes to provision or practices. 9.4 Independent review of performance on complaints will be undertaken as part of tenant scrutiny arrangements. 9.5 We will publish information about complaints each year, and periodically on our website and in newsletters, including their number and nature, and the outcome of the complaints. 9.6 Consultation We regularly review our strategies and opportunities for consulting and engaging with customers to ensure that the methods used are effective and provide reliable and representative results. We have made the consultation of customers integral to continually improving our service and we advise customers of the results and action taken. Feedback on the number of investigations and their outcomes may be reported to a number of officer, tenant and Member led groups and the overall monitoring and future review of the policy will be undertaken in consultation with staff and service users. It is recommended that this policy be reviewed every 2 years, or in light of any legislative changes or best practice. The purpose of reviewing the policy is to ensure it remains fair, transparent, effective and accessible to all. 10
12 East Kent Housing Complaints Procedure East Kent Housing has a two stage complaints procedure Stage 1 If someone is not happy with the service they have received or way they have been treated, we ask that they contact us so that we can put things right. A range of contact methods are available for customers to make complaints, including in person, in writing, by telephone, and online through our website. If anyone has any difficulty making their complaint, East Kent Housing staff will offer assistance. Once a complaint is received, it will be recorded and an acknowledgement will be sent within 2 working days from the date of receipt, stating the contact name and telephone number of the officer dealing with it. The investigating officer will keep the customer updated throughout the investigation process. A customer can expect a full response to their complaint within 10 working days from the date of receipt of the complaint. If this is not possible, the customer will be kept informed of progress and how long the investigation will take to conclude. In the response letter the customer will be made aware that they can escalate their complaint to the next stage of the complaints process if they are not satisfied with our response. Stage 2 At this stage, an officer nominated by the Chief Executive who is independent of the service concerned, will deal with the complaint. The complaint will be logged and an acknowledgement sent within 2 working days from the date of receipt. The officer may also contact the customer to confirm or discuss in more detail the issues they would like to be investigated. The officer will aim to provide a full response within 10 working days from the date of receipt of the complaint. However, complaints at this stage often take longer to investigate and if the response time cannot be met, the customer will be told how long the investigation will take to conclude. The customer will receive a decision letter, which will advise them of the action taken in respect of each issue they raised in their complaint. The letter will advise customers that, if they are still dissatisfied, they have the right to have their complaint reviewed independently by a designated person or designated tenant panel. 11
13 Independent review If the customer is unhappy with the way East Kent Housing has dealt with their complaint, they can ask a designated person to consider it, but only if it has been through our twostage complaints procedure (as listed above). A designated person could be a local Councillor or MP, or a group of tenants acting as a designated tenant complaints panel. Customers are no longer able to refer their complaint directly to the Ombudsman unless a period of at least eight weeks has passed since the end of our complaint process. Service standard We aim to keep to the high standards of customer service and care as set out in this policy. Each service area within East Kent Housing will identify a dedicated officer who is responsible for investigating and responding to complaints. Complaints will be reported locally but monitored centrally. In most cases we will respond to complaints in the form of a letter. Where customers have a specific requirement for correspondence in an alternative format or they have indicated a preferred method of contact we will, wherever possible, make reasonable adjustments to enable us to do so. Any further actions or lessons learnt from complaints will be followed through, published and monitored as part of our performance management arrangements. Jonathan Hicks Service Improvement and Policy July
COMPLIMENTS, COMMENTS, COMPLAINTS REGULATION 16 OF THE NEW FUNDAMENTAL STANDARDS OPERATIONAL SERVICES
COMPLIMENTS, COMMENTS, COMPLAINTS REGULATION 16 OF THE NEW FUNDAMENTAL STANDARDS OPERATIONAL SERVICES Document Control Information Policy title Compliments, Comments and Complaints Number OPS36 Date November
More informationOperating procedure. Managing customer contacts
Operating procedure Managing customer contacts Contents 1. Introduction 2. Staff welfare 3. Application and context of this procedure 4. Defining and dealing with challenging customer behaviour 5. Equality
More information3.1 The policy applies to any customer (see definition in section 6) making a complaint against Thrive Homes.
Thrive Homes Policy Policy Name: Complaint Resolution Department Name: Resources Author: Peter Gimber Controller Catherine Cooper Date: April 2015 Version: V3 Review Date: April 2020 1. Introduction 1.1
More informationUNHAPPY WITH OUR SERVICE HOW TO MAKE A COMPLAINT
1. INTRODUCTION 1.1 At Clanmil Housing we are committed to delivering efficient and effective services that meet the needs and aspirations of our customers. It is important that the value offered by complaints
More informationHandling of Customer Complaints Comments and Compliments. Corporate Policy Document
Handling of Customer Complaints Comments and Compliments Corporate Policy Document January 2010 Contents Section Page No. 1. Introduction 3 2. Scope 3 3. Complaints, comments and compliments definitions
More informationCustomer Service and Complaints Policy & Procedure
Customer Service and Complaints Policy & Procedure Date submitted to Operations Committee: 21 st August 2009 Policy to take effect from: 22 nd August 2009 To be reviewed: May 2012 Version No. 3.0 Introduction
More informationComplaints Policy. Miles Platting, Manchester
Complaints Policy Miles Platting, Manchester Contents 1 Aims 1 2 Scope 1 3 Policy Statement 1 3.1 What is a complaint?.......................... 1 3.2 Who can make a complaint?....................... 2
More informationComplaints Resolution Policy
Version 1 Approved by: Strategic Board Approved date: 28 February 2017 1.0 Introduction We aim to deliver a positive customer experience. If we don t meet our service standards, we ll: Apologise Accept
More informationCustomer Advocacy. Complaints Management Policy
Customer Advocacy Complaints Management Policy Complaints Management Policy Page 2 1. Purpose 1.1 The purpose of this policy is to provide customers and stakeholders with an overview and understanding
More informationGrainger plc. Complaints Guide
Grainger plc Complaints Guide Complaints Guide July 2015 Introduction At Grainger we welcome all complaints and see them as: An opportunity to put things right; A means to strengthen our customer brand
More informationCUSTOMER SERVICE CHARTER
CUSTOMER SERVICE CHARTER Venture Housing Company Ltd Level 2, 66 Smith Street, Darwin NT 0800 GPO Box 3204, Darwin NT 0801 Office: (08) 8981 9804 Mon Fri 9am 4pm W: www.venturehousing.org.au ABN: 19 154
More informationComplaints Procedure
Complaints Procedure BC-2-001 Responsible post holder Approved by / on Group Executive Director Academic Performance, Standards and Customer Experience College Executive Group Next Review July 2019 Relationship
More informationHOW WE RESPOND TO FEEDBACK & COMPLAINTS: RSPB COMPLAINTS POLICY AND PROCEDURE
HOW WE RESPOND TO FEEDBACK & COMPLAINTS: RSPB COMPLAINTS POLICY AND PROCEDURE Statement of purpose The purpose of this policy, and our procedures for listening to our supporters and addressing feedback,
More informationPolicy. Customer Care Policy Author: Sharon Graham Approved by: Executive Team. The Calico Group. Calico Homes. Calico Enterprise.
Policy Title: Customer Care Policy Author: Sharon Graham Approved by: Executive Team Date of First Issue: October 2005 Last full review date: January 2011 Updated: October 2014 Date of next review: October
More informationTetney Primary School. Policy for Whistleblowing
Tetney Primary School Policy for Whistleblowing This is the Lincolnshire Policy which we have adopted. AGREED BY GOVERNORS ON SIGNED BY CHAIR TO BE REVIEWED REVIEWED ON.. REVIEWED ON.. Whistleblowing Policy
More informationZero Tolerance Policy
Zero Tolerance Policy Publication code: OD-0516-072 Publication date: May 2016 Page 1 of 14 Zero Tolerance Policy 1. Purpose A zero tolerance policy towards violence and aggression is expected throughout
More informationCompliments and Complaints
Shireland Collegiate Academy Trust Policy Compliments and Complaints 2017 Committee and Date Approved Trust Board January 2018 Category Statutory - DfE Next Review Date Every two years unless change in
More informationGrievance Policy. Lead Executive Director Sponsor C Thurlbeck, Director of Strategy, Transformation and Workforce
Document Control Sheet Grievance Policy Q Pulse Reference Number POL-WOD-HR-9 Version Number 03 Document Author Head of HR Lead Executive Director Sponsor C Thurlbeck, Director of Strategy, Transformation
More informationService Model Policy and Guidance: Customer Care Guidance 4.0. Quality and Service Integrity (Q&SI)
Service Model Policy and Guidance: Customer Care Guidance 4.0 Quality and Service Integrity (Q&SI) 1 Contents Role of the Customer Care team 5 Positive feedback 6 Complaint about our service, either an
More informationDignity at Work Procedure
Dignity at Work Procedure Human Resources 1 Purpose This procedure sets out a clear and transparent process to deal with complaints of harassment or bullying within the workplace. The University has developed
More informationCOMPLAINT MANAGEMENT POLICY
COMPLAINT MANAGEMENT POLICY DISCLAIMER No part of this publication may be stored in a retrieval system, transmitted, or reproduced in any way, including but not limited to photocopy, photograph, magnetic
More informationGrievance Policy and Procedure
Grievance Policy and Procedure Document Control Information Reviewed by the Strategic Management Team: - Date of Next Review: Mar 2016 Approved by the Board of Management: 24 Mar 2014 The Board of Management
More informationLGSS Customer Feedback Procedure: Comments, Compliments and Complaints
LGSS Customer Feedback Procedure: Comments, Compliments and Complaints 1 Responsible Owner: Pam Whitehouse, Customer Engagement and Service Improvement Manager Senior Responsible Owner: Claire Townrow,
More informationCustomer Service Strategy
Customer Service Strategy 15 June 2016 Introduction Fermanagh and Omagh District Council s (The Council) Customer Service Strategy has been developed to be both a policy document and a practical resource.
More informationCustomer Complaints Policy & Process (2017)
Customer Complaints Policy & Process (2017) This document sets out our approach to customer complaints as well as our customer service standards and processes for handling these instances of dissatisfaction.
More informationGRIEVANCE POLICY. Approved by Version Issue Date Review Date Contact Person. SEG, Board 5.1 July 2016 July 2019 Director of HR
GRIEVANCE POLICY This policy is available on-line at: www.tynecoast.ac.uk We will consider any request for this policy to be made available in an alternative format or language. Please note that the College
More informationGlasgow Clyde College Complaints Handling Process
Glasgow Clyde College Complaints Handling Process FOREWORD Our complaints handling procedure reflects Glasgow Clyde College s commitment to valuing complaints. It seeks to resolve customer dissatisfaction
More informationProcedure for. Handling Grievances
Procedure for Handling Grievances Procedure Reference Number: 2011.22 Approved: Name Date Author: Kate Mannion & Joanne HR Manager Jones Produced: 16 November 2011 Review due: 3 years from publication
More informationBARNSLEY METROPOLITAN BOROUGH COUNCIL
BARNSLEY METROPOLITAN BOROUGH COUNCIL This matter is not a Key Decision within the Council s definition and has not been included in the relevant Forward Plan Report of the Executive Director - Communities
More informationSPSO Complaints Improvement Framework
SPSO Complaints Improvement Framework Scottish Public Services Ombudsman 4 Melville Street Edinburgh EH3 7NS Email: csa@spso.org.uk Revised: March 2017 1 Contents Section 1 - Purpose 3 Section 2 - Six
More informationNHS SHARED BUSINESS SERVICES COMPLAINTS AND COMPLIMENTS POLICY
NHS SHARED BUSINESS SERVICES COMPLAINTS AND COMPLIMENTS POLICY Page 1 of 10 Contents 1 Introduction 3 2 Purpose of & justification for the policy 3 2.1 Purpose 3 3 Scope 4 3.1 Exclusions 4 4 Definitions
More informationGrievance and Workplace Conflict Policy
Grievance and Workplace Conflict Policy Date: December 2014 Document summary The aim of this policy is to identify what might give rise to a grievance, where to address things that are not grievances and
More informationHow to make a complaint. This guide explains how to make a formal complaint
How to make a complaint This guide explains how to make a formal complaint Kingston Property Services prides itself on providing quality services which offer excellent value for money. We have built up
More informationNHS Organisation. Grievance Policy
NHS Organisation Grievance Policy Approved by: Welsh Partnership Forum Issue date: 10 March 2016 Review date: March 2019 1 (10/03/16) C O N T E N T S 1. Introduction 2. Scope 3. Purpose 4. Rights to be
More informationBefore you start on your programme there are some things you must know. These are:
GUIDANCE FOR CANDIDATES INTRODUCTION Congratulations on being registered to take one or more of the qualifications offered by the IMI s awarding organisation. This means that when you complete your qualification
More informationIndividual and Collective Grievances Policy (Replacing Policy Number 073 and 108 Workforce)
Individual and Collective Grievances Policy (Replacing Policy Number 073 and 108 Workforce) POLICY NUMBER TPWF/216 VERSION 1 RATIFYING COMMITTEE DATE RATIFIED DATE OF EQUALITY & HUMAN RIGHTS IMPACT ANALYSIS
More informationCUSTOMER SERVICE CHARTER for Banking Division
Banking, Currency and Payment Systems Department CUSTOMER SERVICE CHARTER for Banking Division TABLE OF CONTENTS Foreword 1.0 Purpose of this Charter 2.0 Who We Are 3.0 Our Commitment to You 4.0 Your
More informationProcedure If you are reading a paper version of this document it may not be the latest version. Please check on Insite.
Procedure If you are reading a paper version of this document it may not be the latest version. Please check on Insite. Title Enforcement Fire Safety Service Standards Management Procedure Author (Role)
More informationCustomer Services Charter
Customer Services Charter Promotion for the public benefit of the science and practice of building and construction About the Chartered Institute of Building Our Guiding Principles Our Commitment Customer
More informationComplaints Handling and Dispute Resolution Policy
Overview Complaints Handling and Dispute Resolution Policy What is PPCA and what is this Policy about? Phonographic Performance Company of Australia Limited (PPCA) is a non-profit organisation established
More informationComplaints Policy November 2014
Complaints Policy November 2014 Table of Contents 1 Policy statement... 3 2 Policy purpose... 4 3 Policy scope... 5 4 Complaints management model... 6 5 Definitions... 7 6 Principles... 9 7 If we can t
More informationSpeak up, Speak out Policy (formerly Whistleblowing) (Public Interest Disclosure)
Speak up, Speak out Policy (formerly Whistleblowing) (Public Interest Disclosure) Version: 2 Status: Title of originator/author: Name of responsible director: Developed/revised by group/committee and Date:
More informationCompliments, Complaints and Suggestions Policy and Procedure
Compliments, Complaints and Suggestions Policy and Procedure Issue Date June 2016 Approval by SMT Date to be reviewed June 2019 Responsibility/Main point of contact Associated Documents Assistant Principal
More informationEquality, Diversity and Inclusion Policy
Equality, Diversity and Inclusion Policy Approval date February 2016 Review date February 2019 www.linkhousing.org.uk This policy applies to Link Group Link Housing Link Living Link Property Horizon Larkfield
More informationGrievance Policy/Procedure
Grievance Policy/Procedure Approved by The Executive Date approved October 2015 Status Approved Policy owner Head of HR Impact assessed Version 4 Date of next review Yes June 2018-1- 1.0 Purpose of Policy
More informationRESEARCH COUNCIL WHISTLEBLOWING POLICY
Contents Policy statement 1. Principles 2. Before taking action 3. Matters of concern 4. Informal procedure 5. Formal procedure 6. Appeals procedure 7. Protection outside this procedure 8. Outside organisations
More informationExternal Supplier Control Obligations
External Supplier Control Obligations Customer Complaints Important Note: For regulated suppliers, the supplier must adhere to any specific set out by the regulator in their local jurisdiction which may
More informationCustomer Action Plan
Customer Action Plan 2017-2020 Competition and Consumer Protection Commission PO Box 12585, Dublin 1 Contents Introduction to the CCPC... 3 Our to the Principles of Quality Customer Service... 5 Monitoring
More informationApproved by: Executive Team Approved date: 4 April When calculating service charges we always try to make sure we:
Service Charge Dispute Resolution Policy Version 1 Approved by: Executive Team Approved date: 4 April 2017 1.0 Introduction 1.1 When calculating service charges we always try to make sure we: Calculate
More informationSCHOOL GRIEVANCE POLICY EVENLODE PRIMARY SCHOOL
SCHOOL GRIEVANCE POLICY EVENLODE PRIMARY SCHOOL December 2014 Review January 2016 School Grievance Policy December 2014 Page 1 EVENLODE PRIMARY SCHOOLGRIEVANCE PROCEDURE 1. PURPOSE 1.1 To establish a procedure
More informationSOUTH CAMBRIDGESHIRE DISTRICT COUNCIL. Policy and Performance Portfolio Holder s
SOUTH CAMBRIDGESHIRE DISTRICT COUNCIL REPORT TO: AUTHOR/S: Policy and Performance Portfolio Holder s 16 November 2010 Meeting Chief Executive / Corporate Manager for Community and Customer Services CUSTOMER
More informationGUIDELINES FOR APPOINTMENTS TO POSITIONS NOT UNDER THE REMIT OF THE PUBLIC SERVICE MANAGEMENT (RECRUITMENT AND APPOINTMENTS) ACT 2004
GUIDELINES FOR APPOINTMENTS TO POSITIONS NOT UNDER THE REMIT OF THE PUBLIC SERVICE MANAGEMENT (RECRUITMENT AND APPOINTMENTS) ACT 2004 July 2017 1 FOREWORD The Public Appointments Service (PAS) mainly operates
More informationEmployee Relations Policy & Procedure
Employee Relations Policy & Procedure Produced by Date approved and agreed People and Organisational Development Services, Corporate Support Services Directorate August 2014 Review Date August 2016 Date
More informationEquality and Diversity Policy
Equality and Diversity Policy working together to improve the quality of life of everyone in South Lanarkshire. Contents Foreword Page 4 1 Introduction Page 5 2 Policy statement Page 6 Vision Page 7 Policy
More informationCUSTOMER CHARTER. Údarás Um Shábháilteacht Ar Bhóithre Road Safety Authority
CUSTOMER CHARTER Údarás Um Shábháilteacht Ar Bhóithre Road Safety Authority 1 Our Mission: The aim of the Road Safety Authority is to save lives and prevent injuries by reducing the number and severity
More informationGrievance Procedure. [Company Name] Drafted by Solicitors
Grievance Procedure [Company Name] Drafted by Solicitors Contents Clause 1. Policy statement... 1 2. Who is covered by the procedure?... 1 3. Using this procedure... 1 4. Raising grievances informally...
More informationKILDARE COUNTY COUNCIL CUSTOMER ACTION PLAN
KILDARE COUNTY COUNCIL CUSTOMER ACTION PLAN 2015-2019 Table of Contents Mission Statement.... 3 Introduction...... 3 Principles of Quality Customer Services..... 4 Quality Service Standards..... 4 Equality/Diversity.....
More informationMODEL GRIEVANCE PROCEDURE FOR SMALL ORGANISATIONS
MODEL GRIEVANCE PROCEDURE FOR SMALL ORGANISATIONS Employers should comply with the Acas Code of Practice for disciplinary and grievance procedures which can be downloaded from www.acas.org.uk/dgcode2009.
More informationCustomer Complaints Handling Procedure
Customer Complaints Handling Procedure 31st March 2015 to 30th March 2016 sleeper.scot 2 CALEDONIAN SLEEPER CUSTOMER COMPLAINTS HANDLING PROCEDURE 3 Dear Guest I would like to extend you the warmest of
More informationDATA PROTECTION POLICY 2016
DATA PROTECTION POLICY 2016 ADOPTED FROM BRADFORD METROPOLITAIN COUNCIL MODEL POLICY AUTUMN 2016 To be agreed by Governors on; 17/10/16 Signed by Chair of Governors: Statutory policy: Yes Frequency of
More informationUpdating Customer Feedback Policy
Customer Feedback Policy Overview: This policy sets out our approach on how we will deal with the different types of feedback we receive from our customers. Replacing/updating: Updating Customer Feedback
More informationPraise, Suggestions and Complaints Scheme (Talkback)
Praise, Suggestions and Complaints Scheme (Talkback) 2014 / 2015 Written by: Head of Student Engagement Date: April 2015 Approved by: Executive Board Date: May 2015 Review Date: September 2016 Praise,
More informationGrievance Procedure. Version: 4.0. Date Approved: 30 October Date issued: 30 October 2017 Review date: October 2022
Grievance Procedure Version: 4.0 Bodies consulted: Approved by: Joint Staff Consultative Committee Executive Management Team Date Approved: 30 October 2017 Lead Manager: Responsible Director: HR Business
More informationWhistleblowing Policy
Whistleblowing Policy Introduction Objective Scope Principals Raising a Concern Responding to a Concern Records Further Advice Introduction The County Council is committed to the highest possible standard
More informationStaff Grievance Procedure
Staff Grievance Procedure 1. Application and Scope 1.1 The University is committed to promoting effective working relationships and creating an environment in which employees feel able to raise work related
More informationWHISTLE-BLOWING POLICY AND PROCEDURE
WHISTLE-BLOWING POLICY AND PROCEDURE 1. Purpose 1.1. To set out the Governing Body's policy and procedure for dealing with concerns raised by employees which relate to suspected wrongdoing or dangers at
More informationGRIEVANCE RESOLUTION PROCEDURE INDEPENDENCE GROUP NL
GRIEVANCE RESOLUTION PROCEDURE INDEPENDENCE GROUP NL CONTENTS 1.0 PURPOSE... 3 2.0 SCOPE... 3 3.0 DEFINITIONS... 3 4.0 LEGISLATION... 3 5.0 RESPONSIBILITIES... 4 6.0 PROCEDURAL FAIRNESS... 5 7.0 PROCEDURE...
More informationBord Iascaigh Mhara s Customer Action Plan
Bord Iascaigh Mhara and its Customers The delivery of effective, quality customer service is a priority area for Bord Iascaigh Mhara (BIM). This Customer Action Plan sets out clearly how we will ensure
More informationG r i e v a n c e P r o c e d u r e f o r U n i f o r m e d a n d S u p p o r t S t a f f
G r i e v a n c e P r o c e d u r e f o r U n i f o r m e d a n d S u p p o r t S t a f f Executive Summary This procedure is designed to provide a framework and process for the timely and effective resolution
More information18. GRIEVANCE PROCEDURE
18. GRIEVANCE PROCEDURE Our policy is to encourage free communication between all employees to ensure that questions and problems arising during the course of employment can be aired and, where possible,
More informationEquality Policy. Policy Ref: CS10. Prepared By. Nick Ronan, Development Director. Date of Last Review September Date of Current Review June 2015
Equality Policy Policy Ref: CS10 Prepared By Nick Ronan, Development Director Date of Last Review September 2012 Date of Current Review June 2015 Date of Next Review June 2018 Reviewed By Board EQUALITY
More informationGRIEVANCE POLICY AND PROCEDURE
GRIEVANCE POLICY AND PROCEDURE Issue Number: 2.0 Issue Date: 23.11.2016 Review Date: 31.08.2016 (to be reviewed in spring 2017) CONTENTS 1. Introduction 2. Scope 3. Definition 4. Right to be accompanied
More informationConsultation response
Consultation response Consumer Policy Team 2 nd Floor Office of Rail and Road One Kemble Street London WC2B 4AN Which?, 2 Marylebone Road, London, NW1 4DF Date: 17 th November 2017 Response by: Which?
More informationGrievance Procedure Introduction and Principles
Grievance Procedure Introduction and Principles 1.1 This procedure is to help and encourage all employees to have the opportunity to proactively resolve an action, practice, or behaviour by another employee,
More informationUNIVERSITY OF ST ANDREWS STUDENTS ASSOCIATION STAFF GRIEVANCE PROCEDURE
UNIVERSITY OF ST ANDREWS STUDENTS ASSOCIATION STAFF GRIEVANCE PROCEDURE The Association recognises that, from time to time, members of staff may have problems or concerns regarding their work or relationships
More informationDATED GRIEVANCE PROCEDURE
DATED ------------ GRIEVANCE PROCEDURE CONTENTS CLAUSE 1. Policy statement... 1 2. Who is covered by the procedure?... 1 3. Using this procedure... 1 4. Raising grievances informally... 2 5. Formal written
More informationFairness at Work (Grievance Policy & Procedure)
Fairness at Work (Grievance Policy & Procedure) Publication Scheme Y/N Department of Origin Policy Holder Author Related Documents Can be Published on Force Website HR Head of HR Head of Employee Relations
More informationGrievances Employee Guide
Grievances Employee Guide 1 Contents 1. Introduction 3 2. Support and assistance 3 3. When does the Grievance Policy apply? 4 3.1 Collective grievances 4 3.2 If you have left Nationwide 5 4. The grievance
More informationWhistleblowing Policy and Procedure
Whistleblowing Policy and Procedure Document Control Version Number: 2 Applicable To: CMAT Committee: Personnel Approved By Personnel Committee 7 th May 2015 On: Review Cycle: 4 Yearly Date of Next Review:
More informationWhistle-Blowing Policy SCHOOLS MODEL WHISTLE-BLOWING POLICY FOR SCHOOL BASED STAFF
St Thomas Primary School Whistle-Blowing Policy Date adopted 23 rd June 2014 Version March13 Last Reviewed 23 rd June 2014 Review Cycle Annual Revision Ref Author/Owner Finance Committee SCHOOLS MODEL
More informationGRIEVANCE & DISPUTES POLICY
GRIEVANCE & DISPUTES POLICY Policy Author(s) HR Business Partner, Hayley Moorhouse Accountable Manager(s) Jan Snoddon, Chief Nurse Ratified by (Committee/Group) HR & OD Committee Date Ratified June 2015
More informationPlease contact the Association if you wish to discuss this.
This document can be made available in large print, on tape, in Braille or translated into another language. Please contact the Association if you wish to discuss this. Following the partnership with Caledonia
More informationSouthern Adjustment Services, Inc.
Southern Adjustment Services, Inc. INTRODUCTION An effective customer complaint system is an essential part of our business, members of Southern Adjustment Services, Inc. as it indicates to our customers
More informationSection 7: Drinking water quality complaints
sec tion 7: drinking water qualit y compl aints 7 Section 7 Section 7: Drinking water quality complaints Summary of Section 7 Describes the importance of consumers complaints about drinking water quality
More informationScomis Customer Satisfaction Report (1st April 2016 to 31 st March 2017)
Scomis Customer Satisfaction Report 2016-2017 (1st April 2016 to 31 st March 2017) Training and Consultancy Services Scomis provide a variety of training and consultancy services to the professionals in
More informationKnowing what to Communicate...2. Knowing when to Communicate...3. Communicating with Workers...4. Communicating with Managers...
Topic 7 Section 2 Interpersonal Communication Contents Knowing what to Communicate...2 Knowing when to Communicate...3 Communicating with Workers...4 Communicating with Managers.....5 Communicating with
More informationINTERIM DISPUTE RESOLUTION PROCESS GUIDE FOR APPLICANTS
Guide INTERIM DISPUTE RESOLUTION PROCESS GUIDE FOR APPLICANTS CONTENTS Introduction Process overview How do I apply to the interim dispute resolution process? How do I know I will be treated fairly? How
More informationHART GRIEVANCE POLICY AND PROCEDURES
HART GRIEVANCE POLICY AND PROCEDURES INTRODUCTION 1. A grievance is defined as A wrong or a hardship suffered, which is grounds for complaint. Grievances may arise from within the Company or from an external
More informationPlease contact me immediately if any of the above materials are missing.
February 2018 Dear Applicant, Post of Temporary Repairs Assistant (part time) Thank you for your interest in employment with West of Scotland Housing Association. I am pleased to enclose an application
More information3. Staff Disciplinary & Grievance Procedures
3. Staff Disciplinary & Grievance Procedures Our Club will maintain a well motivated, highly skilled and professional staff team. However, occasionally action will need to be taken to encourage improvement
More informationDisciplinary & Grievance Policy Jan 2016
Disciplinary & Grievance Policy Jan 2016 Disciplinary Procedure: Policy statement Greenwich Mencap wants to ensure employees clearly understand the standards of conduct and behaviour (See Code of Conduct
More informationWelsh Language Scheme Tai Calon Community Housing Limited
Welsh Language Scheme Tai Calon Community Housing Limited Welsh Language Scheme prepared in accordance with the Welsh Language Act 1993 (the Act) and the Regulatory Code for Housing Associations in Wales,
More informationCAPABILITY PROCEDURE
CAPABILITY PROCEDURE Reference Number: NHSCT/09/142 Responsible Directorate: Human Resources Replaces (if appropriate): Legacy Homefirst Trust Capability Procedure Policy Author/Team: Regional Trade Union
More informationReviewed by P & P Sub Committee 3 Dec To Management Committee for formal approval 15 Jan Nov Nov 2012
ANTONINE HOUSING ASSOCIATION POLICY REVIEW PROGRAMME. POLICY NAME Equality and Diversity Date Policy originally adopted New Policy Reviewed by P & P Sub Committee 3 Dec 2007 Amendments incorporated to
More informationDisciplinary and Dismissal Procedure
Disciplinary and Dismissal Procedure Date updated: April 2018 Lead person(s): Head of Human Resources Review date: April 2019 Policy Title: Sunfield Disciplinary and Dismissal Procedure Page 1 of 9 Human
More information...School. Dignity at Work Bullying and Harassment Policy. For all school based staff
....School Dignity at Work Bullying and Harassment Policy For all school based staff Adopted by the governing body on Signed Chair of Governors Summer term 2010 1 CONTENTS Title Section Dignity at work
More informationManaging a complaint at work A step-by-step guide
Be prepared In running your business, you expect that at some point there could be a complaint from someone who works for you. It could be to do with their work, where they work, or who they work with.
More informationQIC Health and Community Services Core Standards 6 th Edition November 2009
QUALITY IMPROVEMENT COUNCIL QIC Health and Community Services Core Standards 6 th Edition November 2009 These standards are for use in the QIC Accreditation Program by approved participating organisations
More informationGrievance Policy. Approved by governors. Chair Of Governors
Grievance Policy Policy Document Control Sheet: Trust lead: Ian Hickman Key Staff lead for The Ferns Academy: Adele Young + Debra Murphy Portfolio Governor lead: Steve Dale Status: agreed and adopted Date
More informationStakeholder Engagement Strategy
Stakeholder Engagement Strategy Version 1.1 Copyright VicForests All rights reserved Page: 1 of 10 Table of Contents 1. Foreword from Chief Executive Officer... 3 2. What we do... 4 3. What we don t do...
More information