1.1 We recognise that from time to time things go wrong. We encourage issues to be raised quickly so that the matter can be resolved informally. If that does not work this policy explains how to make a complaint and how it will be handled.
1.2 For the purpose of this policy, we define a complaint as:
‘an expression of dissatisfaction about action, lack of action, standard of service or a policy of Haig Housing’.
Important – this policy does not apply to complaints about neighbours or other residents, which will be dealt with by other internal procedures.
2 Complaint Handling
2.1 We will try to put matters right quickly, so encourage early reporting. We will deal with complaints as fairly as possible, investigating issues raised in an appropriate manner. Issues must be documented accurately, so all complaints are to be made in writing, by letter or email. We record all complaints and will try to use them as an opportunity to learn and improve.
2.2 Valid complaints submitted will be acknowledged within two working days of receipt and an update provided within 15 working days. If it is not possible to resolve the complaint within that time, further updates will be provided every 15 working days until the investigation is complete, or has been escalated.
2.3 Where possible, complaints will be resolved by a senior manager. If that is not possible then the matter may be escalated as follows:
Stage 1 Nominated Director
Stage 2 Chief Executive
2.4 If it is not possible to resolve the complaint internally then the Housing Ombudsman has an external complaints process.
2.6 Complaints will be dealt with impartially, objectively and professionally. Making a complaint will not adversely affect the way in which a complainant is treated by Haig. If legal proceedings are involved, we may suspend the complaint pending conclusion of that process.
2.7 All complaints will be dealt with confidentially but in certain circumstances details may have to be disclosed in order to carry out a proper investigation.
We will explain the outcome of our investigation and decision in writing and explain the options if the complainant is not satisfied. If the complaint is upheld, we will apologise and try to put matters right. There is no automatic right to compensation, however we may make a discretionary payment if appropriate. If the complainant is in rent arrears or has other outstanding charges, we may offset compensation against those amounts.
4.1 If the complainant is dissatisfied with the outcome of a Stage 1 complaint, they can appeal by notifying the Director concerned in writing within two weeks of the date of the decision, stating clearly the reason for their appeal.
4.2 If the complainant is dissatisfied with the outcome of a Stage 1 complaint, they can appeal in writing to the Chief Executive within four weeks of the date of the decision, stating clearly the reason for their appeal and the outcomes that they seek.
4.3 Should the complainant not be satisfied with the result Stage 2 they can complain to the Housing Ombudsman. Details are available here housing-ombudsman make-a-complaint.
We want to improve our service and encourage issues to be raised early so we can put matters right. If a complaint is raised, we will try to resolve it quickly. No one will be disadvantaged by complaining.
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