Customer Compliments and Complaints Policy

Customer Compliments and Complaints Policy Approved by Board Approved Date 17/09/2010 Version no. 3 Review Date Q2 2012/13 S:\Central Services\Current Policies\Policy - Customer Compliments & Complaints - Sep 2010.docx page 1of 8

1. Key Objectives Southway Housing Trust aims to provide excellent quality services to our customers at all times If customers are dissatisfied and wish to complain about our action, lack of action or about the standard of service they receive, we will ensure that their complaints are dealt with sensitively, sympathetically and in confidence. We aim to do this quickly, fairly and consistently Customers who wish to compliment Southway for the service they have received will have their compliment recorded and acknowledged Southway Housing Trust will take our customers views and opinions into account in the way in which services are provided now and in the future 2. Policy Standards 2.1 The purpose of the Compliments and Complaints Policy is to make sure that: Southway Housing Trust complies with the TSA s Tenant Involvement and Empowerment Standard on complaints management Any customer who is not happy with the service received (or not received) from Southway Housing Trust has an accessible and confidential method for making a complaint, which offers prompt action and response Customers can be confident that their complaint will be dealt with fairly, even if the outcome is not to their satisfaction Southway Housing Trust will use complaints positively ensuring we learn from our mistakes and use these to continue to improve service provision Compliments and Complaints are welcomed from customers as it helps Southway identify the things we are doing well or badly and adds to our understanding of the customers experience and expectations 3. Definition of a Complaint 3.1 A complaint is defined as an expression of dissatisfaction by a customer or their representative about action, lack of action or about the standard of service they have received. It may include matters such as: failure to keep appointments unexplained delays in undertaking work misleading or wrong advice S:\Central Services\Current Policies\Policy - Customer Compliments & Complaints - Sep 2010.docx page 2of 8

unequal or biased treatment 3.2 In most cases a complaint arises because an individual has had to make more than one request in order to get something done, or because they are unhappy with the response to an initial contact, either in terms of a decision made or the way they were treated. 3.3 Southway Housing Trust is happy to receive complaints in all formats whether formal or informal Complaints received from a Councillor, Board Member or MP will be dealt with in line with our Complaints Policy, however the response will be sent to the addressee, with a copy to the original complainant. 3.4 Complaints about the Home Improvements Programme or other Southway contractors will, in some circumstances, be dealt with by the contractor at the first stage and by Southway staff at later stages. 3.5 Where Southway Housing Trust receives a complaint about persons or bodies over which we have no control, we will aim to assist by signposting customers to the appropriate contact or where appropriate act on behalf of the customer. 3.6 Anonymous Complaints It is good practice to investigate and respond to all complaints even if the source is unknown, therefore anonymous complaints should be dealt with using the normal complaints process and the outcome held on file. 4. Complaint Stages and Service Standards Southway Housing Trust s Complaints policy includes two stages and a process for appealing against a decision. Stage 1 A customer s first complaint will be classed as a Stage 1 complaint. Ideally complaints will be dealt with on the day they are reported. However, if this is not possible they should be acknowledged within two working days and dealt with within ten working days by the relevant Head of Service. Stage 2 If a customer is unhappy with their Stage 1 response, they have the right to refer their complaint to Stage 2. This should be acknowledged within two working days and responded to within ten working days by the relevant Director; or, in their absence, another member of the Executive Leadership Team. S:\Central Services\Current Policies\Policy - Customer Compliments & Complaints - Sep 2010.docx page 3of 8

At Stages 1 and 2 a written response will be provided to the complainant advising how the complaint has been investigated and of the outcome. The response will also advise how to escalate the complaint and explain that the customer must provide reasons for their continued dissatisfaction. Where complaints are complex or serious in nature the investigating officer should ensure that personal contact is made with the complainant to ensure the full facts are known. This may take the form of a home visit or telephone call. Stage 3 - Panel Review If the customer remains dissatisfied following the Stage 2 response, they have the right to refer their complaint to the Chief Executive within fifteen days of receiving their Stage 2 response. If a Panel Review is convened the customer will be given the option to attend. The panel will comprise the Chief Executive and two senior managers not involved in the original complaint. The panel review should take place within 15 working days and a response issued within 5 working days of the decision being made. Customers who still remain dissatisfied with the outcome will be advised that they can refer their complaint to the Independent Housing Ombudsman by telephoning 0300 111 3000 or writing to them at the following address. Housing Ombudsman Service 81 Aldwych London WC2B 4HN Customer Satisfaction After each complaint is closed down, Customer Satisfaction will be assessed using a standard questionnaire. The satisfaction results will be used to review performance and ensure that lessons are learned. 5. Compensation and Insurance Renewals Compensation can be given in two ways and will generally be considered when requested by the customer: Monetary this is financial reimbursement when a customer will be compensated for poor delivery of service standards and/or when they have suffered financial loss S:\Central Services\Current Policies\Policy - Customer Compliments & Complaints - Sep 2010.docx page 4of 8

Goodwill is when a customer is reimbursed in nonmonetary terms There are various forms of goodwill a customer can expect to receive depending on the circumstances of the complaint: A letter of apology A gift voucher A bunch of flowers/box of chocolates etc The decision to award compensation should be made by the Officer dealing with the complaint and take into account the loss and/or level of inconvenience suffered by the complainant. Where compensation is requested because of damage to the customers own property and/or for personal injury and then needed to be referred to Southway s insurers for investigation, the customer should be advised of this and the complaint closed down until the insurers have reached their conclusions. Compensation should be provided and insurance referrals actioned in line with the rules within the Customer Compensation policy. 6. Vexatious Complaints Occasionally complaints are received from people who are dissatisfied or unwilling to accept the outcome of an investigation, even after that decision has been reviewed and appealed against. There are also some customers who persistently make complaints that are malicious and/or without foundation. In these circumstances a letter of warning will be issued to the complainant by a Senior Manager. The letter should state the reasons why the letter is being issued and advise of the consequences of this behaviour continuing. If the situation persists certain sanctions can be imposed. Options that are available include; Insisting that contact is in a particular form (for example by letter) Requiring contact to take place with a named officer Restricting contact to specified dates and times Asking the complainant to enter into an agreement about their future contact In all cases such sanctions will be kept under review. S:\Central Services\Current Policies\Policy - Customer Compliments & Complaints - Sep 2010.docx page 5of 8

7. Praise and Compliments Southway Housing Trust welcomes praise and compliments from its customers. It tells us what we are doing well, where we are providing a good service and where we can make improvements. All praise and compliments received will be passed to the Chief Executive for inclusion in the Staff Brief. 8. Policy Monitoring and Review 8.1 This policy includes the following performance targets that will be regularly reviewed: 90% of Stage 1 complaints should be responded to within ten working days 90% Stage 2 complaints should be responded to within ten working days less than 15% of stage 1 complaints are referred to Stage 2 % Customers satisfied with the way their complaint was handled 8.2 The following performance information regarding complaints and compliments will be reported to Board on an annual basis: The number of complaints at each stage and whether these were dealt with within timescales The number of complaints upheld at each stage The number of cases referred to the Independent Housing Ombudsman and the outcome Customer satisfaction with the way the complaint was handled Lessons learned and service improvements actioned Compliment details Compensation payments awarded Comparative benchmarking with other RSL s to compare trends and review best practice 8.3 Trends and issues will be discussed at the organisation s Resident Consultative and Service Improvement Groups to determine and discuss any service improvement implications. 8.4 Southway Housing will publicise details of our compliments and complaints performance and things we have changed or improved as a result of these on the website in Quarterly Customer Feedback reports and Southway Stories publications. S:\Central Services\Current Policies\Policy - Customer Compliments & Complaints - Sep 2010.docx page 6of 8

8.5 Complaints Learning will be a standard agenda item at team meetings to include learning from any upheld or partially upheld complaints. Heads of Service will carry out a quarterly review of complaints performance and determine any service improvement and policy implications. 8.6 The Compliments and Complaints policy will be reviewed every two years and reported to Southway Housing Trust Board for approval. 9 Equality & Diversity 9.1 Southway Housing Trust will ensure that this policy is applied fairly to all our customers. We will not directly or indirectly discriminate against any person or group of people because of their race, religion, gender, marital status, sexual orientation, disability or other grounds set out in our Equality and Diversity Policy. 9.2 This policy and any other related publications of Southway Housing Trust can be provided on request in other formats (e.g. in an alternative language, in Braille, on tape, in large print). 10 Links to other Policies 10.1 This policy has links with the following policies and procedures; Customer Care Valuing Customers Policy Right to Repair Policy Customer Compensation Policy Insurance Procedures Compliments and Complaints Procedure S:\Central Services\Current Policies\Policy - Customer Compliments & Complaints - Sep 2010.docx page 7of 8

POLICY IMPLEMENTATION AND REVIEW HISTORY Date Approved by Board: Date Implemented: 17/09/2010 17/09/2010 Projected Date of Review: Qtr 2 2012/13 Review Date: Amendment(s) Made/Reason section 6 on vexatious complainants Review Panel (rather than an appeal panel) comprising the Chief Exec and two senior managers (rather than two Board Members. This was to assist in compiling a panel, so that the matter could be dealt with more quickly for the complainant). Date Amendment(s) Approved by Date Implemented 17/09/2010 Board: 17/09/2010 S:\Central Services\Current Policies\Policy - Customer Compliments & Complaints - Sep 2010.docx page 8of 8