Section 6 - Complaint stages - Stage 1
Code provision 6.1
Code requirement
Landlords must have processes in place to consider which complaints can be responded to as early as possible, and which require further investigation. Landlords must consider factors such as the complexity of the complaint and whether the resident is vulnerable or at risk. Most stage 1 complaints can be resolved promptly, and an explanation, apology or resolution provided to the resident.
Comply
No.
Evidence
The Housing Service Complaints Policy does set out the stages of the complaint however it does not define what can be responded to as early as possible and which will require further investigation.
Commentary / explanation
The Housing Service Complaints Policy, process and procedure will be reviewed and include this in the review which will be undertaken by March 2025.
Code provision 6.2
Code requirement
Complaints must be acknowledged, defined and logged at stage 1 of the complaints procedure within five working days of the complaint being received.
Comply
Yes.
Evidence
Housing service complaints policy.
4. Acknowledging Complaints.
4.1 All complaints will be acknowledged within 2 working days of receipt.
Commentary / explanation
The Housing Service Complaints Policy sets out the timescale of logging stage 1 complaints.
Code provision 6.3
Code requirement
Landlords must issue a full response to stage 1 complaints within 10 working days of the complaint being acknowledged.
Comply
Yes.
Evidence
Housing service complaints policy.
3.5 A two stage complaints process will be used to manage and respond to complaints. All complaints will be acknowledged within 2 working days of receipt and: • Responded to within 10 working days at Stage 1 of the process.
Commentary / explanation
The Housing Service Complaints Policy sets out the timescale to issue a full response to Stage 1 complaints within 10 working days of the complaint being acknowledged.
Code provision 6.4
Code requirement
Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 10 working days without good reason, and the reason(s) must be clearly explained to the resident.
Comply
Yes.
Evidence
Housing service complaints policy.
5.4 Where it is not possible to meet the timescales outlined above, due to annual leave or sickness absence etc, an extension of time should be agreed with the complainant and the date that they can expect a full response confirmed with them in writing.
Commentary / explanation
Albeit 5.4 of the Housing Service Complaints Policy does set this out as part of our complaints review this area will be looked at to see if further clarity needs to be given, this will be reviewed by March 2025.
Code provision 6.5
Code requirement
When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman.
Comply
No.
Evidence
Our template letters need to reflect this and be included in our procedures and staff training.
Commentary / explanation
Our template letters will be reviewed alongside the Housing Service Complaints Policy, process and procedure by March 2025. This will inform the updated training that will need to be provided.
Code provision 6.6
Code requirement
A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.
Comply
No.
Evidence
Housing service complaints policy.
5.2 Responses to complaints at Stage 1 will include:
- confirmation of the complaint stage
- the description of the complaint, including all points to be investigated and addressed
- the outcome of the complaint
- the reasons for any decisions made
- details of any remedies offered to put things right
- details of any outstanding actions and a timeframe for addressing these
- details of how to escalate the matter if dissatisfied (to the Group Manager)
- details of how to contact the Housing Ombudsman service should the complainant wish to do so.
7.3 The Group Manager will respond, in full, to the complainant within 20 working days of receiving the request to escalate the complaint to Stage 2. The response will set out:
- the description of the complaint, including all points to be investigated and addressed
- the outcome of the review
- the reasons for any decisions made
- details of any remedies offered to put things right
- details of any outstanding actions and a reasonable timeframe to resolve these
- details of how to contact the Housing Ombudsman service should the complainant wish to do so
- confirmation that the complaint has now reached the end of the Council’s complaints procedure and will be closed
- an explanation about why they are, or are not, referring the complaint to the Resident Complaints Panel.
Commentary / explanation
5.2 and 7.3 The Housing Service Complaints Policy sets this out, however there is work to do around putting this into everyday practise within the team.
Code provision 6.7
Code requirement
Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.
Comply
No.
Evidence
This will be picked up as part of the review and reflected in training and process instructions going forward.
Commentary / explanation
The Housing Service Complaints Policy, process and procedure will be reviewed and include this in the review which will be undertaken by March 2025.
Code provision 6.8
Code requirement
Where residents raise additional complaints during the investigation, these must be incorporated into the stage 1 response if they are related, and the stage 1 response has not been issued. Where the stage 1 response has been issued, the new issues are unrelated to the issues already being investigated or it would unreasonably delay the response, the new issues must be logged as a new complaint.
Comply
No.
Evidence
This is not reflected in our policy or procedures.
Commentary / explanation
The Housing Service Complaints Policy, process and procedure will be reviewed and include this in the review which will be undertaken by March 2025.
Code provision 6.9
Code requirement
Landlords must confirm the following in writing to the resident at the completion of stage 1 in clear, plain language:
- the complaint stage
- the complaint definition
- the decision on the complaint
- the reasons for any decisions made
- the details of any remedy offered to put things right
- details of any outstanding actions; and details of how to escalate the matter to stage 2 if the individual is not satisfied with the response.
Comply
No.
Evidence
Housing service complaints policy.
5.2 Responses to complaints at Stage 1 will include:
- confirmation of the complaint stage
- the description of the complaint, including all points to be investigated and addressed
- the outcome of the complaint
- the reasons for any decisions made
- details of any remedies offered to put things right
- details of any outstanding actions and a timeframe for addressing these
- details of how to escalate the matter if dissatisfied (to the Group Manager)
- details of how to contact the Housing Ombudsman service should the complainant wish to do so.
Commentary / explanation
5.2 of the Housing Service Complaints Policy sets this out. However, our template letters need to be updated to reflect this this will be included in the policy, procedures and process review to be undertaken by March 2025.