1 Introduction

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 by letter, email or phone. 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 five working days of the complaint being received. Investigation and a written response will follow within ten working days of the complaint being acknowledged. If it is not possible to resolve the complaint within that time, we will contact you.

2.3 There are two stages to the complaints process:

  • Stage 1 Investigated and responded to by Complaints Officer
  • Stage 2 Investigated and responded to by a Director external to the service area in the complaint
    • Stage 2 Escalation acknowledgement will be within five working days of escalation request being received. Investigation and written response within 20 working days of the complaint being escalated.

2.4 If it is not possible to resolve the complaint internally then the Housing Ombudsman has an external complaints process.

2.5 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.

2.6 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. You can make the complaint yourself, or somebody else can make a complaint on your behalf. Where representatives are involved, data sharing consent will be required.

3 Outcomes

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 Appeal

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.

5 Summary

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.

Online complaint form
Downloadable complaint form

Complaints

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