Complaints, Comments and Compliments policy

1. INTRODUCTION

Dales Housing aims to provide services which meet customer needs. A complaint is considered to be any occasion where a customer expresses dissatisfaction. Dales Housing sees complaints, comments and compliments as opportunities to evaluate the standard of services which it provides. Through the implementation of the Complaints, Comments and Compliments Policy the Company will be able to identify and address weak parts of systems and processes and use this feedback to improve services.

Customer satisfaction is the key to Dales Housing’s service delivery and the welcoming of complaints, comments and compliments and their effective management will enable it to improve customer satisfaction in the long term. Dales Housing will investigate fully all complaints made about its services to customers. This policy, which will be widely publicised, provides clear stages for progression of a complaint. If a customer is not satisfied with the investigation or outcome of his or her complaint, he/she will be advised of the right to complain to the Independent Housing Ombudsman and will be given details of how to do so.

2. OBJECTIVES OF THE COMPLAINTS, COMMENTS AND COMPLIMENTS POLICY

Objectives of the Complaints, Comments and Compliments Policy are:

To resolve complaints at the first point of contact.
To ensure Dales Housing has an easy to understand, easy to implement and consistent approach to complaints, comments and compliments which are effectively communicated to all employees, customers and partners/stakeholders.
To ensure complaints will be dealt with promptly, courteously, systematically and fairly.
To ensure Complaints are dealt with in confidence and that complainants are kept informed of progress and the outcome of any investigation.
To ensure Complaints are acknowledged, monitored and recorded.
To implement Best Practice in complaints handling/management.
To ensure Dales Housing use the complaints, comments and compliments system to learn from its mistakes, further develop its strengths and raise the level of customer satisfaction.

3. OPERATIONAL PRINCIPLES OF THE COMPLAINTS, COMMENTS AND COMPLIMENTS POLICY

Information on the complaints, comments and compliments policy will be promoted through the tenants’ handbook, information leaflets and newsletters which will be available from all offices.

Customers who are dissatisfied with the service they receive should be advised to contact their local housing officer. If the problem cannot be resolved within specified timescales through this initial contact, it can be pursued as a formal complaint.

Complainants will have the right to have a friend or advocate present at any interview at a mutually convenient venue.

Dales Housing will advise all dissatisfied complainants of their rights to redress.

Dales Housing will ensure comments and compliments are passed on to the individual or sections responsible for the area of service for which comments or compliments were made.

Dales Housing will publish information about its performance against standards and targets in handling complaints, comments and compliments.

All staff likely to be involved in handling complaints, comments and compliments will receive appropriate training.

All complaints, comments and compliments will be dealt with in a manner which adheres to the principles of the Equal Opportunities and Equality and Diversity Policy and the Data Protection Policy.

If a problem is not suitably resolved at point of contact then Dales Housing complaints, comment and compliments procedure has three stages as attached at appendix 1.

General

All complaints received will be monitored in accordance with paragraph 7.

At any stage in the procedure an apology, remedial action and or payment of compensation may be offered. Compensation payments will be offered in accordance with the Company Compensation Policy where Dales Housing considers the complainant has suffered actual monetary loss, or considerable delay, in an action being carried out. The Company Compensation Policy is available upon request.

At any point in the complaints process the Officer reviewing the complaint will consider whether or not mediation by an impartial third party can be undertaken as part of the complaints procedure.

All complaints, comments and compliments will be acknowledged with an explanation of how this information will be handled.

4. PRIORITIES

Dales Housing aims to resolve complaints at the first point of contact. All complaints are to be processed within the stated timescales. The Executive Director must be informed immediately if a customer states he or she wishes to approach the Independent Housing Ombudsman.

5. RESPONSIBILITY

The Executive Director will have responsibility for the implementation of the customer Complaints, Comments and Compliments Policy.

6. REVIEW

The Complaints, Comments and Compliments Policy will be reviewed at least once every year or on the introduction of new legislation or guidance.

Consultation of the revisions to the Complaints, Comments and Compliments Policy will be formally through the Tenant Liaison Group.

7. MONITORING

All complaints received will be monitored and details recorded which will include the date received, the nature of the complaint, the date action was taken and the nature of the action taken.

All procedures will be monitored to ensure continuous improvement. Monitoring reports will be presented for Area Panels and the Tenant Liaison Group and Board Meetings which will illustrate how the Complaints, Comments and Compliments Policy is being implemented and any service issues which need to be addressed as a result of these. The effectiveness of the Complaints, Comments and Compliments Policy will be monitored on an annual basis.

APPENDIX 1

Stage 1

Customers with a complaint about the service contact Dales Housing. They can do this either in writing, by completing a complaint form where a complaint is made in person, or by telephone. The employee taking the complaint will record it and send/give a copy to the complainant. Where the complainant requests assistance, an employee will record the complaint on the relevant form and read it back to the complainant before asking them to sign it in accordance with our Equal Opportunities and Equality and Diversity Policy.

An appropriate Senior Officer will investigate the complaint, the action taken to date and the customer outcome required. Complainants will be given the opportunity to present their case in person or have a friend accompany them and speak on their behalf. The Senior Officer will make recommendations for resolving the complaint and will write to the complainant within 8 working days of receipt of the complaint advising him or her of the recommendation. If the complainant is not satisfied with the outcome, he/she may request that the complaint is dealt with under Stage 2 of the procedure.

Stage 2

The Executive Director, Chair and Vice-Chair of the Board will review the complaint and accompanying documentation and will write to the complainant within 10 working days of receipt of the stage 2 request advising him/her of the outcome. The complainant will be advised that if he/she is not satisfied with the outcome then they may contact the Independent Housing Ombudsman.

Information will be provided to the complainant on how the Independent Housing Ombudsman may be contacted. If the complainant does not respond within 28 days of being notified of the outcome of their complaint, the matter will be considered closed and the complainant informed in writing that this is the case.

Stage 3

The Independent Housing Ombudsman investigation.