Complaint handling code self-assessment

Landlords must have a single policy in place for dealing with complaints covered by this Code. Residents must not be treated differently if they complain. 

Appendix 1 relates to the Housing Assets Service - an appendix has been used to allow the Council to update the policy to comply with the 2024 Complaints Handling Code as there was no time to complete a wider review of the Complaints Policy - this wider refresh of the policy will take place in 2024 aligning all complaints across the Council to reflect the Two Stage process in place for the Council's landlord service.

Residents who complain are not treated differently.

The early and local resolution of issues between landlords and residents is key to effective complaint handling. It is not appropriate to have extra named stages (such as 'stage 0' or 'informal complaint') as this causes unnecessary confusion. 

Where a landlord's complaint response is handled by a third party (e.g. a contractor or independent adjudicator) at any stage, it must form part of the two stage complaints process set out in this Code. Residents must not be expected to go through two complaints processes.

Landlords are responsible for ensuring that any third parties handle complaints in line with the Code.  

When a complaint is logged at Stage 1 or escalated to Stage 2, landlords must set out their understanding of the complaint and the outcomes the resident is seeking. The Code will refer to this as "the complaint definition". If any aspect of the complaint is unclear, the resident must be asked for clarification. 

See page 10 of the complaints policy: section on 'Complaints' and page 11 section on 'Complaint Investigation'.

This requirement was included in the training and template for acknowledging complaints.

When a complaint is acknowledged at either stage, landlords must be clear which aspects of the complaint they are, and are not, responsible for and clarify any areas where this is not clear.

See page 10 of the complaints policy: section on 'Complaints' and page 11 section on 'Complaint Investigation'.

This requirement was included in the training and template for acknowledging complaints. 

At each stage of the complaints process, complaint handlers must:  

a. deal with complaints on their merits, act independently, and have an open mind;  

b. give the resident a fair chance to set out their position;  

c.take measures to address any actual or perceived conflict of interest; and

d. consider all relevant information and evidence carefully.

See page 11 of the complaints policy: section on 'Complaint Investigation'

Requirements included in training.

Where a response to a complaint will fall outside the timescales set out in this Code, the landlord must agree with the resident suitable intervals for keeping them informed about their complaint.

See page 11 of the complaints policy: section on 'Complaint Responses'. 

Requirement included in training.

Landlords must not refuse to escalate a complaint through all stages of the complaints procedure unless it has valid reasons to do so. Landlords must clearly set out these reasons, and they must comply with the provisions set out in section 2 of this Code.

A full record must be kept of the complaint, and the outcomes at each stage. This must include the original complaint and the date received, all correspondence with the resident, correspondence with other parties, and any relevant supporting documentation such as reports or surveys.  

Internal case management process includes this. Relevant supporting documentation, reports or surveys will be held on property files not as part of complaint management.

Landlords must have processes in place to ensure a complaint can be remedied at any stage of its complaints process. Landlords must ensure appropriate remedies can be provided at any stage of the complaints process without the need for escalation.