3.1 The policy applies to any customer (see definition in section 6) making a complaint against Thrive Homes.

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1 Thrive Homes Policy Policy Name: Complaint Resolution Department Name: Resources Author: Peter Gimber Controller Catherine Cooper Date: April 2015 Version: V3 Review Date: April Introduction 1.1 Thrive Homes is committed to providing excellent services that meet the standards agreed with our customers. When we do not meet expectations we are always keen to understand, learn and identify how we can improve service provision. 1.2 Complaints need to be taken seriously and dealt with professionally as the customer experience of our response plays an important part in shaping our image as an organisation committed to customer care. 2. Purpose 2.1 The Policy sets out Thrive Homes approach to dealing with and learning from complaints. We aim to deal fairly, honestly, consistently and appropriately with all complaints. The organisation must also identify areas where service failure or an inability to meet our published standards of service requires remedial action. 3. Scope 3.1 The policy applies to any customer (see definition in section 6) making a complaint against Thrive Homes. 3.2 Where an external appeals process is being pursued e.g. a leasehold valuation tribunal or a court of law the complaint will be closed and the external process will be followed rather than this procedure. The decision of the external process will be final and a complaint on the same issue cannot be reopened or lodged for the first time. 3.3 Complaints by staff should be raised with the appropriate line manager or by use of the grievance procedure where necessary; in addition, complaints concerning Thrive Homes recruitment procedure should be raised directly with the Human Resources Manager. Version 3 Page 1 of 7

2 3.4 The following table shows the type of complaints that cannot be pursued through this policy Not progressed through Complaints Procedure An initial request for service An initial request for information Dissatisfaction with a policy Staff Protection Register Decisions Neighbourhood Anti social behaviour Lettings decisions Complaints by Staff in relation to terms and conditions of service Insurance claims Environmental Health Notices Housing Health and Safety Rating (HHSRS) Notices Legal action Reports of anti social behaviour General correspondence from Councillors & MPs not directly related to a complaint Action or area/team/person responsible The person responding to the request for service should deal with it if they can, for example, log the initial request for a repair, or pass it to the appropriate member of staff The person responding to the query should deal with it if they can, for example, send out a copy of the leaflet requested, or pass it to the appropriate member of staff Policies are publicly available and the person dealing with the query should offer an explanation and send out the policy if necessary Shaun McLean Relevant Neighbourhood officer Herts Home Choice or Three Rivers District Council Human Resources Manager / Grievance Procedure The relevant Head of Service The Company Secretary will log these and pass them to the relevant Officer or Team The Company Secretary will log these and pass them to the relevant Officer or Team Relevant Head of Service and our legal advisors Homes & Neighbourhoods Team Appropriate Head of Service 4. References/Links to Other Policies 4.1 This policy should be read in conjunction with the following documents; Thrive Homes Service Standards; Customer Access and Care Strategy; Vexatious & Repetitive Complaints Policy; Compensation Policy; Anti-social behaviour Policy; Version 3 Page 2 of 7

3 5. Resident Involvement 5.1 The draft of this policy was discussed at a resident voice group who were supportive of the policy. 6. Definitions 6.1 Expression of Dissatisfaction All customer feedback where there is a level of dissatisfaction. 6.2 Subject to section 3 above, when a customer contacts us because they are dissatisfied with something we have or have not done; we will initially consider this to be an expression of dissatisfaction. An expression of dissatisfaction could include one or more of the following unresolved problems: A customer is dissatisfied with a delay in providing them with a A customer is dissatisfied because we have failed or refused to provide a A customer is dissatisfied with the poor quality of service they have received or a mistake that has been made; A customer considers that we have provided them with an inappropriate A customer is dissatisfied because we have removed or withdrawn a A customer is dissatisfied about being charged an inappropriate cost for a A customer is dissatisfied with a staff member s behaviour; A customer considers that they have been unreasonably disadvantaged by the inappropriate application of a policy; A customer considers that we have unfairly discriminated against them. 6.3 If we fail to resolve an expression of dissatisfaction and the customer wishes to pursue the matter it will become a complaint. 6.4 Complaint - is defined as when dissatisfaction is expressed about the service we have provided and we have been unable to remedy the situation to the customer s satisfaction and the customer wishes to pursue the matter. Complaints must be lodged within 6 months of the event which is being complained about occurring. 6.5 Customer A tenant or leaseholder of Thrive Homes or a representative acting on their behalf A member of the public directly affected by the services we provide or the actions of our staff, agents or contractors whilst they are working on Thrive Homes business. 6.6 Representative a person chosen by the customer to assist in the presentation of their complaint including elected representatives but not a lawyer retained on the customer s behalf. 6.7 Request For Service The receipt by phone, postal mail, fax or other electronic transmission of a request to provide a service in relation to our Version 3 Page 3 of 7

4 tenancy agreement or lease or our wider business objectives. A request for service is not a complaint. 6.8 Housing Ombudsman Service The specialist watchdog for social housing complaints will be called the Housing Ombudsman. The Localism Act 2011 introduced a single complaints ombudsman for both local government and housing associations in an attempt to ensure greater consistency in the housing sector. 6.9 Designated Persons The Localism Act 2011 introduced a potential extra external stage to the complaints process before complaints are submitted to the Housing Ombudsman. The Act States 6.10 A complaint against a social landlord is not duly made to a housing ombudsman under an approved scheme unless it is made in writing to the ombudsman by a designated person by way of referral of complaint made to the designated person Designated Persons are defined in the Act as; Member of the House of Commons; Member of the Local Housing Authority; Designated tenant panel. [Note Thrive does not currently operate a designated tenant panel to adjudicate on complaints] 6.12 Vexatious and Repetitive Complaints. These are covered in a separate policy which details how the organisation responds to complaints which involve aggressive or abusive behaviour, unreasonable demands or unreasonable persistence Responsible Person A person designated to investigate and to respond to an expression of dissatisfaction or a complaint Complaints Administrator The member of staff co-ordinating the complaints process. Note this staff member is not responsible for resolving complaints. 7. The Policy 7.1 We aim to provide high quality services to our customers at all times. However, we recognise that in any organisation, service provision may not always be satisfactory. 7.2 Our expected standards of service to our residents are published in our local standards booklet and within our policies and procedures. They have been developed in conjunction with our residents. All employees will be aware of these standards. Expressions of Dissatisfaction or Complaints do not have to be in writing although written complaints do help clarify the issue that is being complained about. Unresolved expressions of dissatisfaction requiring investigation should be addressed to the Complaints Administrator. Expressions of Dissatisfaction 7.3 Expressions of Dissatisfaction will be directed to the member of staff deemed to be most suitable to deal with the issue. They will endeavour to resolve the Version 3 Page 4 of 7

5 issue in as quickly as possible directly with the customer. Expressions of dissatisfaction are not considered complaints. Unresolved Expressions of Dissatisfaction 7.4 If the matter cannot be resolved to the satisfaction of the customer and the customer wishes to lodge a complaint the issue will become a complaint and will be forwarded to the Complaints Administrator who will allocate a responsible person to deal with the complaint. The responsible person will not normally be the person who has dealt with the expression of dissatisfaction. 7.5 Complaints must be lodged within 6 months of the event which is being complained about occurring. The Complaints Administrator will log the complaint, acknowledge and allocate it to a responsible person within 3 working days of receiving the complaint. The responsible person is responsible for the investigation of the complaint and the response to the customer. Anticipated response times are set out below. Complaint Resolution 7.6 Status: Under Investigation A dedicated member of staff will be allocated to ensure the customer receives regular and accurate communication. An acknowledgement letter will be sent to the customer within 3 working days of the complaint being logged; A senior manager will be allocated to oversee all steps of the complaint; A thorough investigation of the complaint will be conducted and the findings reported back to the customer within 15 working days; and If Thrive accept that the complaint is valid the customer will be provided with a proposed Action Plan setting out how Thrive will remedy the issue. 7.7 Status: Being Actioned The customer s approval of the Action Plan will be sought prior to any activity taking place (unless immediate corrective action is considered necessary); The customer will be advised of the projected completion timescales; and The customer will be kept informed of progress even during periods of non-activity. 7.8 Status: Closed Once the customer has confirmed that they are satisfied with the complaint resolution, Thrive will send a closure letter within 2 working days; or If the customer advises Thrive that they are still not satisfied, the allocated senior manager will conduct a review of the corrective steps taken and look at ways to resolve their continued dissatisfaction. Dissatisfaction with Complaint Resolution Procedure 7.9 Status: Under Investigation If, after 14 working days of the closure letter (above), the customer advises Thrive that they remain dissatisfied, a dedicated Head of Service will be allocated to ensure the customer receives regular and accurate Version 3 Page 5 of 7

6 communication. An acknowledgement letter will be sent to the customer within 3 working days of their dissatisfaction being logged; A second thorough investigation of the complaint will be conducted and the findings reported back to the customer within 15 working days; and If Thrive accepts that the continued dissatisfaction is valid the customer will be provided with a proposed Action Plan of how Thrive will remedy the issue Being Actioned The customer s approval of the Action Plan will be sought prior to any activity taking place (unless immediate corrective action is considered necessary); The customer will be advised of the projected completion timescales; and The customer will be kept informed of progress even during periods of non-activity Closed Once the customer has confirmed that they are satisfied with the complaint resolution Thrive will send a closure letter within 2 working days; or If the customer advises that they are still not satisfied, a Director will work with the Head of Service to conclude the matter to the best possible outcome for all parties. Complaints direct to the Housing Ombudsman 7.12 The Localism Act allows complaints to be passed direct to the Ombudsman if; The complaint has passed through all the internal procedures for considering complaints against the landlord; and The complaint is passed on to the ombudsman after eight weeks from the day the internal procedures were exhausted Upon receipt of a complaint either passed on from a designated person or received direct from the customer, the Housing Ombudsman will investigate the complaint and inform the customer, designated person (if involved) and landlord of; The results of the investigation; Details of any determination made against the landlord. 8. Monitoring Delivery 8.1 Once closed, complaints will be analysed to Assess whether the service standards set out in this policy have been met. Assess quality of response to complaints; Identify any lessons to be learnt; Decide on any necessary communication to staff and residents; Identify any required amendments to procedures; Report on the number of complaints deemed vexatious or repetitive. Version 3 Page 6 of 7

7 9. Review 9.1 This policy will be reviewed in April 2020 or sooner should legislative requirement concerning housing complaints change or should monitoring of delivery of the policy reveal that a review is desirable. Version 3 Page 7 of 7