COMPLAINTS POLICY SUMMARY

Transcription

1 COMPLAINTS POLICY SUMMARY

2 CONTENTS INTRODUCTION Page 3 WHAT IS A COMPLAINT? Page 4 WHAT ARE THE KEY PRINCIPLES OF THIS POLICY? Page 5 WHAT ARE THE MAIN POINTS OF THIS POLICY? Page 6 WHAT IS PHA S COMPLAINTS HANDLING PROCEDURE? Page 7-8 HOW ELSE CAN I COMPLAIN? Page 9 INTRODUCTION PHA s commitment to our customers is that we will always strive to deliver excellent services across the organisation. We realise, however, that sometimes we will get it wrong. When this happens, we value customer feedback, as we believe effective handling of complaints is vital in improving the quality of our services and the level of customer satisfaction. This policy outlines PHA s Complaints Handling Procedure and demonstrates how it will resolve customer dissatisfaction quickly by thorough, impartial and fair investigations of customer complaints. It will also provide learning opportunities to prevent similar problems from arising again, and help foster a culture of continuous improvement throughout PHA. THE SMALL PRINT Page 9-11 Partick Housing Association Complaints Policy 3

3 WHAT ARE THE KEY PRINCIPLES OF THIS POLICY? WHAT IS A COMPLAINT? PHA S defi nition of a complaint is: Any expression of dissatisfaction by one or more members of the public about Partick Housing Association s action or lack of action, or about the standard of service provided by or on behalf of Partick Housing Association. This Complaints Policy is based upon 4 key principles: It will be responsive. PHA will offer a clear response to those who complain. Responses will be provided within defi ned timescales and in a sensitive and sympathetic manner. It will seek to improve service delivery. It will give us a second chance to achieve customer satisfaction, prevent recurrence and help shape future improvements in service delivery. It will be easy to access and well publicised. PHA will accept complaints from all customers, or from those appointed to represent our customers, either in person, by telephone, by letter or via the internet. It will be well managed. Our complaints handling will aim to be objective and to resolve problems as soon as possible in a matter which respects confi dentiality and privacy. 4 Partick Housing Association Complaints Policy Partick Housing Association Complaints Policy 5

4 WHAT ARE THE MAIN POINTS OF THIS POLICY? PHA will investigate complaints and resolve them as close to the point of frontline service delivery as possible. We will ensure the person making the complaint is kept fully informed throughout the complaint handling process. We will respond positively to all complaints, recognising them as an opportunity to learn and improve. We will record complaints whether raised directly or informally through conversation. PHA will monitor how complaints are handled, how well we meet our target timescales and what changes we have made in response to complaints. We will share this information with customers on an annual basis. Where complaints are raised about more than one service area, we will ensure a single co-ordinated response is made. Anyone who receives, requests or is affected by our services can make a complaint. If a customer expresses dissatisfaction but does not want to complain, they will be encouraged to submit their complaint in line with our complaints handling procedure. This will ensure feedback on the outcome of the complaint is communicated to the customer. If a customer insists they do not wish to complain, the issue will be recorded as an anonymous complaint to ensure completeness of our complaints data and allow us to fully consider the matter. This will also provide us with an accurate position regarding complaints for analysis and learning purposes. If a customer is unable or reluctant to make a complaint, we will accept complaints brought by third parties, as long as the customer has given their personal consent. PHA will only consider complaints that are raised within six months of when the customer fi rst became aware of the issue about which they are making a complaint. Complaints received outwith this timescale will not be considered unless there are extenuating circumstances. This Complaints Policy refl ects the Scottish Public Services Ombudsman (SPSO) Model Complaint Handling Procedure for Registered Social Landlords and the Property Factors Code of Conduct procedures which PHA has fully adopted. WHAT IS PHA S COMPLAINTS HANDLING PROCEDURE? These are two stages to our Complaints Handling Procedure. Stage 1 - Frontline Resolution We will try to resolve a complaint quickly and within 5 working days where possible. This could involve us giving our customer an on the spot apology and explanation where something has clearly gone wrong, and taking immediate action to resolve the issue. If the customer is unhappy with our response, they can take their complaint to Stage 2. Some complicated complaints are looked at directly at Stage 2. Stage 2 - Investigation We will discuss the complaint with our customer to confi rm why they remain unhappy and what outcome they are looking for. We will acknowledge the complaint within 3 working days and give a full response as soon as possible, but within 20 working days. If our investigation is taking longer to complete, we will tell our customer and agree revised time limits. In support of this policy, we have produced a new complaints guide for customers. Copies can be collected from our office. 6 Partick Housing Association Complaints Policy

5 What if a customer is still not happy after Stage 2? Social rented tenants: If a tenant is still not happy, either with our decision or with the way in which we dealt with the complaint, they can ask the Scottish Public Services Ombudsman (SPSO) to look at it. Customers can contact the SPSO: In person at SPSO, 4 Melville Street, Edinburgh, EH3 7NS By writing to SPSO, Freepost EH641, Edinburgh, EH3 0BR By calling Via or the mobile site Factored owners, sharing owners or shared equity owners: The SPSO will not normally consider complaints from owners. Instead owners should contact the Homeowner Housing Panel at Europa Building, 450 Argyle Street, Glasgow G2 8LH, Tel or via their website Mid market rent customers: The SPSO will not deal with complaints from these customers. Instead they should contact the Private Rented Housing Panel at Europa Building, 450 Argyle Street, Glasgow G2 8LH, Tel or via their website HOW ELSE CAN I COMPLAIN? The Scottish Housing Regulator (SHR) can consider issues raised with them about a signifi cant performance failure. This is defi ned as something that a landlord does or fails to do that puts the interests of its tenants at risk, and which the landlord has not resolved. If a customer is affected by a problem like this, they should fi rst report it to us. If they have told us about it but we have not resolved it, customers can report it directly to the SHR. For more information visit or call them on THE SMALL PRINT Updates This policy will be reviewed annually or following a review and amendments by SPSO of the Model Complaints Handling Procedure for RSL s. Equality We carried out an equalities screening exercise to assess if this policy has the potential to adversely affect anyone in respect to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. The results showed this policy has no negative impact and so a full Equalities Impact Assessment is not required. 8 Partick Housing Association Complaints Policy Partick Housing Association Complaints Policy 9

6 We will ensure equal access to the complaints process by: Offering translation or interpretation services on request. Taking complaints verbally to facilitate access for customers unable to communicate in written English or those with literacy problems. Ensuring that investigation offers every complainant the opportunity to discuss the matter in person. Consultation PHA has revised this policy in consultation with a range of stakeholders including its customers (via a complaints focus group), the Scottish Public Service Ombudsman (SPSO), the Scottish Housing Regulator, SFHA, GWSHF and other social landlords. We carried out an equalities screening exercise to assess if this policy has the potential to adversely affect anyone. Legal & Statutory Requirements For Social Rented Tenant Customers: The Public Services Reform (Scotland) Act 2010 places a statutory duty on social landlords to comply with the SPSO Model Complaint Handling Procedure published for the housing sector. For All Other Tenures: The Property Factors (Scotland) Act 2011 places a duty on property factors to comply with the Code of Conduct Complaints Handling Procedures introduced by the SPSO. The Scottish Housing Regulator will monitor PHA s compliance with this new complaint handling procedure for all tenures. This policy also takes into consideration the outcomes of the Scottish Social Housing Charter in relation to complaints, including communication and participation. 10 Partick Housing Association Complaints Policy Policy Partick Housing Association Complaints Policy 11

7 A copy of our full Complaints Policy is available to collect from our offi ce or to download from our website at 12 Partick Housing Association Complaints Policy Policy