What is – and what is not – a complaint?
The Association has adopted the Housing Ombudsman 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’.
Matters which will be handled as complaints include where a customer believes:
- we have not met our legal or regulatory duties
- we have not followed our own policy (or the policy is unfair)
- we have provided a poor quality service
- a member of staff (or contractor) has behaved improperly
- a decision is unfair and we have not considered all the relevant facts
- we have unfairly discriminated against them.
Matters which will not be handled as complaints include:
- requests for service (e.g. reporting nuisance or ASB or reporting or chasing a repair). These issues may become complaints if we have not dealt with them properly
- where we are not responsible for delivering the service
- disputes over the terms of the tenancy agreement.
We will not normally consider complaints made more than six months after the event came to light.
The Housing Ombudsman’s Complaint Handling Code
In 2020, the Ombudsman published a new Code, with the aim of helping landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to improve their services. We carried out a self-assessment against the Code and, as a result, made some changes to our policy and process and identified some further changes we need to make. Please follow the link if you are interested to see the outcome of our Self-assessment against the Code.
For more information
Please telephone 01494 480340 or email firstname.lastname@example.org . Please follow the link to see a copy of our Complaints Policy & Process.