Complaints & compliments policy

Transcription

1 Complaints & compliments policy 1.0 Purpose & Scope This policy sets out Notting Hill Genesis approach to receiving and handling complaints and compliments, ensuring that they are dealt with in a consistent and transparent way. We aim to give excellent customer service. We welcome both positive and negative feedback to help improve our services. This policy applies to all areas of the business and covers all complaints and compliments received from all residents, customers, and third parties making a complaint on their behalf. This policy also applies to MP and local councillor queries. 2.0 Definitions Complaint - an expression of dissatisfaction with a service received or a service failure made by us. Compliment - an expression of gratitude for a positive experience. 3.0 Making a compliment or complaint Any person is able to express gratitude or dissatisfaction at services we provide. Compliments and complaints can be made in person, over the telephone, by letter, by , or via the website. All complaints and compliments will be recorded and used to help improve our services. When a complaint is made we will aim to resolve it as quickly as possible. If you report or we suspect that abuse or neglect is taking place, we will refer to our Safeguarding policies and procedures. You can also report allegations of abuse and neglect directly to the local authority. 4.0 Our Principles We will listen to your complaint and carefully consider your expectations and desired outcomes. We will aim to resolve your complaint as quickly as possible. Where appropriate, compensation may be awarded in line with our Compensation policy.

2 There are some instances where the issue that you raise will not be dealt with via the complaints process, these are: If the complaint relates to an ongoing legal matter. A first request for service, information or an explanation of our policies and procedures Reported cases of neighbour disputes, anti-social behaviour, hate crime or domestic abuse will not be dealt with through the complaints process, unless you are complaining about how a case has been dealt with. A claim being dealt with by our insurers. If your complaint is directed at the contents of our policies we may be limited in the resolution that we can come to, however we will use this information when carrying out policy reviews. Complaints should be made within a reasonable period which would normally be within six months of the matter occurring. In exceptional circumstances we may decide to respond to a complaint outside of this timescale. We are committed to ensuring that our staff are treated with respect. To protect our staff, we will not engage with any threatening or abusive behaviour. We will deal with any unacceptable behaviour under the relevant policies. Making a complaint will not result in any adverse changes to the services that you receive from us. 5.0 Dealing with complaints We will contact you by your preferred method within 2 working days to acknowledge receiving your complaint, making sure that we are clear on what you would like to happen to resolve the issue and be clear on timescales. If the timescales need to be changed for any reason, we will agree a new timescale with you. We will keep you informed throughout the investigation of your complaint. Complaint responses will be made via your preferred method, followed by a written response within 10 working days. The written response will detail any follow up actions that are required to resolve the complaint and a timescale given for when these are expected to be complete. Written responses can be translated into a preferred forms or languages on request. Anyone can make a complaint on your behalf. If a third party making a complaint on your behalf is not an MP, local Councillor, a person with power of attorney, we will require written permission from you before corresponding with them. If someone has made a complaint on your behalf we will respond directly to you and send a copy to the third party who made the complaint on your behalf. If we receive an anonymous complaint that raises a safeguarding or whistleblowing issue, this will be dealt with under the relevant policy. Our ability to fully explore and feedback on the issue may be limited due to the nature of anonymous complaints. We will record, investigate and monitor anonymous complaints in the same way that we treat other feedback. NHG Complaints and compliments policy v1.0 April 2018 Page 2 of 9

3 5.1 Reviews: If you are not satisfied with our response, you can ask for your complaint to be reviewed. You can request a complaint review within 20 working days from either the date of our response letter or from the date we were due to complete the agreed actions. You can make a request for a review, stating why you are still unhappy, by the same methods as making a complaint set out in section 3 of this document. The review will be carried out by an independent reviewer, who was not involved in making the initial decision. They will contact you directly to discuss the complaint and you will receive a final written response within 20 working days of the date you submitted your review request Upon receiving the review response, you will have exhausted our internal complaints process. 5.2 External Appeals against complaint review: If you are not satisfied with the outcome of the review stage response you have the option of asking an external body to review how we have handled your complaint. This will usually be the Housing Ombudsman. Local authorities - Where we are providing services on behalf of a local authority customers can also complain to their local authority, this will apply to: customers in temporary housing, customers in receipt of services such as floating support or domiciliary care. The Financial Ombudsman - If your complaint relates to one of our financial products. The Charity Commission - If you are receiving services from a charitable foundation, you can refer your complaint to the Charity Commission. First tier tribunal - If your complaint relates to service charges or rent adjustments you can refer the issue to the First Tier Tribunal at any stage. We will co-operate fully with the Ombudsman Service during any investigation and comply fully with the resulting decision, which will be binding on us. 6.0 Our approach In writing this policy we have carried out a diversity and inclusion impact assessment. The assessment has identified a number of opportunities to improve access to the complaints policy which have been built into this review. The policy does not involve the use of personal, sensitive information so it has not been necessary to carry out a privacy impact assessment. This policy was informed by consultation with staff and residents. NHG Complaints and compliments policy v1.0 April 2018 Page 3 of 9

4 7.0 Reference Notting Hill Genesis Compensation and goodwill gesture policy. Document control Author Tara Devine Approval date 26 March 2018 Effective date 4 April 2018 Approved by Day 1 Policy Approval group Policy owner TBC Accountable Director Group Director of Housing Version control Date Amendment Version April 2018 New Notting Hill Genesis policy created. 1.0 NHG Complaints and compliments policy v1.0 April 2018 Page 4 of 9

5 Compensation and goodwill gestures policy 1.0 Purpose & Scope This policy sets out how Notting Hill Genesis (NHG) manages compensation requests. It clarifies the circumstances in which we will award compensation and promotes our commitment to empowering our staff to resolve issues at first point of contact. We are dedicated to ensuring that a transparent and consistent approach is taken when dealing with compensation. This policy applies to all areas of the business. 2.0 Definitions Compensation a financial payment to make amends or to recognise inconvenience caused as a result of a service failure. Good will gesture A discretionary financial or other gesture given to recognise a shortcoming in the way we have delivered our service. 3.0 Our principles We will treat each claim with urgency and sensitivity, making every effort to provide a remedy as soon as possible. We will consider financial compensation where we have failed to follow our published policies or there have been unreasonable delays against our service standards. We will be honest with you when we cannot do something, for example change a decision that has been made if it follows our policy or legal guidelines. All compensation payments will be made on a without prejudice basis. If you have arrears on your account, any compensation will be paid into your rent account to reduce or eliminate the debt. If the amount of compensation exceeds the level of arrears, the additional amount can either be paid directly to you or into your rent account to leave a credit. We will confirm with you how you wish to receive any surplus credit.

6 We will always obtain written agreement from you prior to organising the payment. This agreement should confirm that the offer is made without prejudice and that the resident accepts the amount of compensation awarded. 4.0 Goodwill gestures In some cases we may decide to offer a discretionary goodwill gesture or payment in recognition of special hardship, where we are not at fault. Payments in these circumstances are not an admission of liability, but designed to restore good relations. Goodwill gestures can include a stand-alone item such as flowers, chocolates or vouchers and will not exceed 50 in value. In exceptional circumstances these can be made alongside compensatory payments. 5.0 Awarding compensation It is important that you are compensated fairly where we have failed to deliver to the standards we expect, and that we spend our funds appropriately. Where you express dissatisfaction with a service failure we can make a discretionary payment up to 250.This includes cases of inconvenience, hardship, distress or a making good payment. These payments are made subject to supporting evidence or proof at our request. In some cases it might be appropriate to offer higher levels of compensation than outlined above. These decisions must be approved by a senior manager. If you are unsatisfied with the amount of compensation awarded then you can make a complaint through our complaints process. 6.0 Repair-related compensation Where there is provision in the tenancy, lease or licence agreement, we issue compensation for delays in completing repairs with set timescales under the right to repair scheme. For further details on the right to repair scheme, please see Appendix 1. Where it is confirmed that an appointment we arranged between you and a contractor was missed by the contractor at no fault of yours, we will compensate you 30 for a missed appointment. You are advised to take out contents insurance to cover against accidental damage. If you believe that we are at fault, a liability claim can be made where negligence will need to be evidenced. We will not award compensation for defects in new build properties, however compensation may be awarded in cases where you experience service failure in the rectification of defects. The loss of service charged facilities will be reimbursed through the service charge process. If there is a service failure made by us in dealing with the repair of the facility, NHG Compensation and goodwill gesture policy v1.0 April 2018 Page 6 of 9

7 it may be possible to make a compensation payment. This will be down to particular circumstances and decisions will be made on a case by case basis. When the failure to carry out repairs results in the loss or severe limitation of use of rooms or services for unreasonable periods compensation, based on the rent (not mortgage), may be made in addition to any other compensation payable. If you own your property this will not apply if your loss is covered by your insurance. Compensation for the loss of a room or facility only applies when you have not been temporarily decanted by us. If you pay us rent, the following calculations will be used when there has been a loss of rooms or facilities due to maintenance or repair: Rooms lost Loss of living room Compensation due 20% weekly rent Loss of bedroom (if used) Loss of kitchen Loss of bathroom 25% weekly rent 30% weekly rent 30% weekly rent Loss of heating (after the first 48 hours 10% weekly rent during October to March only*) Loss of hot water (after the first 48 10% weekly rent hours*) After first 24 hours with - no sanitary provision of any kind, no supply of cold 100% weekly rent water either from a tank or rising main, no habitable rooms *except where we are the provider of your heating and hot water in which case compensation will be as set out in your supply agreement. 7.0 Exclusions We will not pay compensation where: You have been responsible for the loss or delay of a service. There is an ongoing legal action about the same issue. We have acted appropriately to solve the problem but external factors beyond our control have meant that we are unable to, for example extreme weather conditions. Compensation is requested by a sub-tenant. You request a reimbursement for a loss of earnings. NHG Compensation and goodwill gesture policy v1.0 April 2018 Page 7 of 9

8 8.0 Our approach In writing this policy we have carried out a diversity and inclusion impact assessment. The assessment has identified a number of opportunities to improve access to the complaints policy which have been built into this review. The policy does not involve the use of personal, sensitive information so it has not been necessary to carry out a privacy impact assessment. This policy was informed by consultation with staff and residents. Document control Author Tara Devine Approval date 26 March 2018 Effective date 4 April 2018 Approved by Day 1 Policy Approval group Policy owner TBC Accountable Director Group Director of Housing Version control Date Amendment Version April 2018 New Notting Hill Genesis policy created. 1.0 NHG Compensation and goodwill gesture policy v1.0 April 2018 Page 8 of 9

9 Appendix 1 Right to repair regulations For qualifying tenants, compensation will be paid if a qualifying repair within the resident s property is not carried out satisfactorily within the relevant target completion time (specified below). This applies to repairs within the home and not to common areas unless it affects the home directly (e.g. if a pipe in the common areas is leaking into the home). For a repair to qualify under the legislation, the cost must not exceed 250. The maximum compensation is 50. Qualifying repairs 1 working day response time Total loss of electric power Unsafe power or lighting socket, or electrical fitting Total loss of water supply Total or partial loss of gas supply Blocked flue to open fire or boiler Total or partial loss of space or water heating between 31 st October and 1 st May Blocked or leaking foul drain, soil stack, or (where there is no other working toilet in the dwelling-house) toilet pan. Toilet not flushing (where there is no other working toilet in the dwelling-house) Leaking from water or heating pipe, tank or cistern Insecure external window, door or lock 3 working days response time Partial loss of electric power Partial loss of water supply Total or partial loss of space or water heating between 30 th April and 1 st November Blocked sink, bath or basin Tap which cannot be turned Loose or detached bannister or hand rail Rotten timber flooring or stair tread 7 working days response time Leaking roof Door entry phone not working Mechanical extractor fan in internal kitchen or bathroom not working What to pay: 10 plus 2 for every day that the repair remains outstanding up to a maximum of 50. NHG Compensation and goodwill gesture policy v1.0 April 2018 Page 9 of 9