Section 4 - Complaint handling staff
Code provision 4.1
Code requirement
Landlords must have a person or team assigned to take responsibility for complaint handling, including liaison with the Ombudsman and ensuring complaints are reported to the governing body (or equivalent). This Code will refer to that person or team as the ‘complaints officer’. This role may be in addition to other duties.
Comply
No.
Evidence
Currently have different teams managing complaints for different service areas.
Commentary / explanation
The Housing Service Complaints Policy will be reviewed and include this in the policy by March 2025.
Code provision 4.2
Code requirement
The complaints officer must have access to staff at all levels to facilitate the prompt resolution of complaints. They must also have the authority and autonomy to act to resolve disputes promptly and fairly.
Comply
No.
Evidence
We have a designated officer who will log and issue reports to housing management however does not have the authority to resolve disputes.
Commentary / explanation
A review will be carried out to ensure best practice in line with the ombudsman code of complaint handling by March 2025.
Code provision 4.3
Code requirement
Landlords are expected to prioritise complaint handling and a culture of learning from complaints. All relevant staff must be suitably trained in the importance of complaint handling. It is important that complaints are seen as a core service and must be resourced to handle complaints effectively.
Comply
No.
Evidence
We prioritise complaint handling however we lack a culture of learning from complaints.
Commentary / explanation
A review will be carried out to ensure best practise in line with HOS code of complaint handling, Training of staff and learning from complaints will form part of this by March 2025.