Review of Complaints Policy
What is it about?
We have reviewed our Complaints Policy and the way we handle complaints. Read the draft policy here.
The aim is to make the process clearer, easier to use and more consistent, and to make sure it meets the Housing Ombudsman's Complaint Handling Code.
The main changes are:
• Making it clearer what is a service request and what is a complaint
• Making sure staff recognise dissatisfaction even if a tenant does not use the word complaint
• Making it easier for tenants to tell us about communication needs, reasonable adjustments or support they need
• Introducing a telephone call as a minimum at Stage 1 so we can check we understand the complaint and what the tenant would like us to do
• At Stage 2, offering a more personal discussion, such as a home visit, face-to-face meeting or video call, so a senior manager can understand why the tenant is still unhappy
• Making responsibilities clearer for staff who log, investigate and monitor complaints;
• Recording and monitoring complaints consistently in our SASSHA system
• Making sure actions promised to tenants are followed through after a complaint response is sent
• Improving how we record and use learning from complaints.
Why does this matter to tenants?
We want tenants to be able to understand how to complain, what will happen and what they can expect from Crosby HA
The changes are intended to:
• Make it easier for us to recognise when someone is unhappy with our service
• Make sure we understand the problem properly before we investigate it
• Give tenants more opportunity to explain what has happened and what would help put things right
• Make the process more accessible for people who need extra support or a different way of communicating
• Make sure complaints and promised actions do not get lost or forgotten
• Help Crosby learn when something has gone wrong and improve services for other tenants.
A service request and a complaint can sometimes exist at the same time. For example, we may still need to complete a repair while also investigating a complaint about how the repair has been handled.
What have we considered?
We have reviewed the existing policy against the Housing Ombudsman's Complaint Handling Code and looked at how complaints need to work in practice at Crosby HA.
We have also redesigned the process so complaints can be recorded and monitored through our housing management system (SASSHA). This should give us clearer information about response times, outcomes, actions and lessons learned.
An Equality Impact Assessment has also been updated. The revised approach includes different ways to complain, reasonable adjustments, support and advocacy, and consideration of individual communication needs.
Any other useful information?
The Housing Ombudsman sets the Complaint Handling Code that social landlords must follow.
The draft keeps a two-stage complaints process:
• Stage 1 – Crosby HA investigates and responds to the complaint.
• Stage 2 – if the tenant remains unhappy, a senior manager carries out a review.
A tenant can contact the Housing Ombudsman for advice and support during the complaints process. After Crosby HA’s Stage 2 response, the tenant can ask the Housing Ombudsman to consider the complaint.
This consultation is about whether Crosby HA’s revised policy and procedure are clear, accessible and understandable. It is not a test of tenant's knowledge of complaints.
What would we like tenants to do?
Please read the draft Complaints Policy and tell us what you think using the following form - Complaints policy feedback survey .
What happens next?
We will consider from the consultation with tenants.
The draft policy will also be published on Crosby HA’s website for a short consultation period, with a simple survey so other tenants can tell us what they think.
We will review all feedback before the policy is finalised and taken through Crosby HA’s approval process. We will let the Panel know what feedback we received and any changes made as a result.
Who can the Panel contact to discuss further?
Please contact Lisa Earle, Customer Insight Manager, through the usual channels if you would like to discuss the draft before or after the meeting.