The Housing Ombudsman Service has a Code that defines best practice for handling complaints. This is our latest annual self-assessment against the Code.
Table of contents
2. Exclusions
3. Accessibility and awareness
5. The complaint handling process
8. Self-assessment, reporting and compliance
9. Scrutiny & oversight: continuous learning and improvement
1. Definition of a complaint
1.2
A complaint must be defined as: ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’
Compliance: Yes
- Description used in published policy which can be found at: https://www.sovereign.org.uk/complaints-policy
1.3
A resident does not have to use the word ‘complaint’ for it to be treated as such. Whenever a resident expresses dissatisfaction landlords must give them the choice to make complaint. A complaint that is submitted via a third party or representative must be handled in line with the landlord’s complaints policy.
Compliance: Yes
- Colleagues are trained to recognise customer dissatisfaction and investigate. The customer does not have to use the word ‘complaint’, but colleagues will ask them if they would like to lodge a complaint. This can then be managed via our complaints process. This is stipulated within the policy (4.1).
- Third party representation is covered in our policy (4.5).
1.4
Landlords must recognise the difference between a service request and a complaint. This must be set out in their complaints policy. A service request is a request from a resident to the landlord requiring action to be taken to put something right. Service requests are not complaints, but must be recorded, monitored and reviewed regularly.
Compliance: Yes
- Unless a customer asks us to, we won’t register a service request as a complaint in the first instance. If the customer is unhappy with how we dealt with the matter, we will log this as a complaint. In line with our definition, the customer does not have to use the word ‘complaint’ (4.11.1).
1.5
A complaint must be raised when the resident expresses dissatisfaction with the response to their service request, even if the handling of the service request remains ongoing. Landlords must not stop their efforts to address the service request if the resident complains.
Compliance: Yes
- This is defined within our Complaints Policy
1.6
An expression of dissatisfaction with services made through a survey is not defined as a complaint, though wherever possible, the person completing the survey should be made aware of how they can pursue a complaint if they wish to. Where landlords ask for wider feedback about their services, they also must provide details of how residents can complain.
Compliance: Yes
- Our research partner ‘red flags’ customer issues that are raised in survey calls and emails us the details. These are actioned immediately.
- We are implementing a close the loop process that allows customers to give feedback and request a call back to discuss via our monthly 'Anniversary Survey'.
2. Exclusions
2.1
Landlords must accept a complaint unless there is a valid reason not to do so. If landlords decide not to accept a complaint they must be able to evidence their reasoning. Each complaint must be considered on its own merits.
Compliance: Yes
- We do not unnecessarily refuse to accept complaints. Our policy lists reasons where we may not consider a complaint and we refer to this in the event of refusing to accept a complaint (4.11).
- To support customers our policy lists other organisations that should be contacted for complaints that don't fall within our remit (4.10).
2.2
A complaints policy must set out the circumstances in which a matter will not be considered as a complaint or escalated, and these circumstances must be fair and reasonable to residents. Acceptable exclusions include:
- The issue giving rise to the complaint occurred over twelve months ago.
- Legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.
- Matters that have previously been considered under the complaints policy.
Compliance: Yes
- We've made it clear in our policy that there may be occasions we won't consider a complaint, for example repeated complaints for which customers have already been offered a solution. However, in these circumstances we’ll still try to work with the customer to move forward.
2.3
Landlords must accept complaints referred to them within 12 months of the issue occurring or the resident becoming aware of the issue, unless they are excluded on other grounds. Landlords must consider whether to apply discretion to accept complaints made outside this time limit where there are good reasons to do so.
Compliance: Yes
- Policy updated to state 12 months.
2.4
If a landlord decides not to accept a complaint, an explanation must be provided to the resident setting out the reasons why the matter is not suitable for the complaints process and the right to take that decision to the Ombudsman. If the Ombudsman does not agree that the exclusion has been fairly applied, the Ombudsman may tell the landlord to take on the complaint.
Compliance: Yes
- When responding we provide a full explanation if a complaint isn’t accepted. The explanation refers customers to the Housing Ombudsman as a route of escalation.
2.5
Landlords must not take a blanket approach to excluding complaints; they must consider the individual circumstances of each complaint.
Compliance: Yes
- Each complaint and customer is treated individually.
The things we’ll look at will be:
- the customer’s situation, for example, if they need additional help.
- how much the customer has been disrupted.
- how long it’s taken to put right.
- if there’s been distress and/or inconvenience.
3. Accessibility and awareness
3.1
Landlords must make it easy for residents to complain by providing different channels through which they can make a complaint. Landlords must consider their duties under the Equality Act 2010 and anticipate the needs and reasonable adjustments of residents who may need to access the complaints process.
Compliance: Yes
- Customers can lodge complaints via phone, email, letter, social media, website or in person.
3.2
Residents must be able to raise their complaints in any way and with any member of staff. All staff must be aware of the complaints process and be able to pass details of the complaint to the appropriate person within the landlord.
Compliance: Yes
- I am comfortable that within Contact Centre and office based teams this is covered, Field based staff may need training and process in place to achieve this.
3.3
High volumes of complaints must not be seen as a negative, as they can be indicative of a well-publicised and accessible complaints process. Low complaint volumes are potentially a sign that residents are unable to complain.
Compliance: Yes
- We monitor and report on Complaint Volumes, any anomalies would be highlighted/challenged and locked into.
3.4
Landlords must make their complaint policy available in a clear and accessible format for all residents. This will detail the two stage process, what will happen at each stage, and the timeframes for responding. The policy must also be published on the landlord’s website.
Compliance: Yes
- Our complaints policy is available at https://www.sovereign.org.uk/complaints-policy
- We have a ‘reasonable adjustments’ policy that describes how we can give extra support to those customers who need it. Customers can get a copy of this by contacting our Complaints team (sovereignresolutionteam@sovereign.org.uk) or calling 0300 5000 926.
- Adjustments may include letters or information in another format or language. For example, recordings of complaint letters to listen to instead of reading.
3.5
The policy must explain how the landlord will publicise details of the complaints policy, including information about the Ombudsman and this Code.
Compliance: Yes
- Our complaints policy is available at https://www.sovereign.org.uk/complaints-policy
- In our complaint correspondence we make it clear that customers can refer to the Housing Ombudsman Service. We are reviewing all communications we send to customers to identify further opportunities we can publicise HOS to customers.
3.6
Landlords must give residents the opportunity to have a representative deal with their complaint on their behalf, and to be represented or accompanied at any meeting with the landlord.
Compliance: Yes
- We understand that some customers may want someone else to make the complaint for them and we support this. We will handle these complaints in line with our policy.
- To make sure we protect our customers’ best interests, we ask them to complete a letter of authority telling us who can act on their behalf. A template for this is available by contacting our Complaints team (4.5).
3.7
Landlords must provide residents with information on their right to access the Ombudsman service and how the individual can engage with the Ombudsman about their complaint.
Compliance: Yes
- This is provided in our policy (4.8/4.9) and in our correspondence with customers.
4. Complaint handling staff
4.1
Landlords must have a person or team assigned to take responsibility for complaint handling, including liaison with the Ombudsman and ensuring complaints are reported to the governing body (or equivalent). This Code will refer to that person or team as the ‘complaints officer’. This role may be in addition to other duties.
Compliance: Yes
- We have a fully trained complaints team, plus dedicated experts within the business, who manage customer complaints and interactions with the Ombudsman.
4.2
The complaints officer must have access to staff at all levels to facilitate the prompt resolution of complaints. They must also have the authority and autonomy to act to resolve disputes promptly and fairly.
Compliance: Yes
- Our dedicated complaints team has access to staff at all levels and the authority and autonomy to resolve complaints promptly and fairly.
4.3
Landlords are expected to prioritise complaint handling and a culture of learning from complaints. All relevant staff must be suitably trained in the importance of complaint handling. It is important that complaints are seen as a core service and must be resourced to handle complaints effectively.
Compliance: Yes
- We run a weekly forum to discuss complaints and learnings and a framework to list learning and actions arising from complaints.
- Our approach is to consider the root cause of an issue so that we can stop it happening again.
- To embed this within the wider culture this will be included within an elearning module.
5. The complaint handling process
5.1
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.
Compliance: Yes
- Our complaints policy is available at https://www.sovereign.org.uk/complaints-policy
5.2
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.
Compliance: Yes
- We operate a two stage complaints process.
5.3
A process with more than two stages is not acceptable under any circumstances as this will make the complaint process unduly long and delay access to the Ombudsman.
Compliance: Yes
- We operate a two stage complaints process.
5.4
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.
Compliance: Yes
- Complaints relating to issues with our contractors are managed through our two stage process.
5.5
Landlords are responsible for ensuring that any third parties handle complaints in line with the Code.
Compliance: Yes
- We handle all complaints.
5.6
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.
Compliance: Yes
- Our acknowledgement letter templates are aligned with those suggested by the Housing Ombudsman.
- Prior to sending letters we engage with the customer to ensure both parties have the same understanding. We then agree outcomes and the actions required to achieve these.
5.7
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.
Compliance: Yes
- Complaints staff are trained in using the letter templates and responding.
5.8
At each stage of the complaints process, complaint handlers must:
- deal with complaints on their merits, act independently, and have an open mind;
- give the resident a fair chance to set out their position;
- take measures to address any actual or perceived conflict of interest; and
- consider all relevant information and evidence carefully.
Compliance: Yes
- This is covered within our procedures and is reinforced as part of complaint handlers’ training.
5.9
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.
Compliance: Yes
- When we log a complaint we agree the frequency and method of contact with the customer. This also applied to cases where the response will fall outside of the timescales specified in the Code.
5.10
Landlords must make reasonable adjustments for residents where appropriate under the Equality Act 2010. Landlords must keep a record of any reasonable adjustments agreed, as well as a record of any disabilities a resident has disclosed. Any agreed reasonable adjustments must be kept under active review.
Compliance: Yes
- We have a ‘reasonable adjustments’ policy that describes how we can give extra support to those customers who need it. All customers can request a copy of this policy at anytime, via our contact centre or any of our contact channels. Customers who are making a complaint can get a copy of this by contacting our Complaints team (sovereignresolutionteam@sovereign.org.uk) or calling 0300 5000 926.
- Adjustments may include letters or information in another format or language. For example, recordings of complaint letters to listen to instead of reading. Adjustments are noted on customers' records and reviewed as required.
5.11
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.
Compliance: Yes
- We provide right of escalation information in our responses to each stage of a complaint. We also detail this within our Complaints Policy (4.4,4.8, 4.9 & 4.10). Additionally 4.11 clarifies when we may not consider or escalate a complaint, and sets out scenarios.
5.12
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.
Compliance: Yes
- We record all actions on a timeline within the case records on our system.
5.13
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.
Compliance: Yes
- Our dedicated complaints team has access to staff at all levels and the authority and processes in place to resolve complaints at any stage.
5.14
Landlords must have policies and procedures in place for managing unacceptable behaviour from residents and/or their representatives. Landlords must be able to evidence reasons for putting any restrictions in place and must keep restrictions under regular review.
Compliance: Yes
- This is covered in our policy (4.13). We’ll review customers we manage this way each year. If a customer wants to challenge the way they’re managed, they can ask us to review it. The Head of Complaints will undertake this review.
5.15
Any restrictions placed on contact due to unacceptable behaviour must be proportionate and demonstrate regard for the provisions of the Equality Act 2010.
Compliance: Yes
- Decisions on restricting customer contact are not taken by individuals. Nor are they taken without careful consideration.
- Any decision that we take about restricting contact is considered by a group of people. This group will vary from customer to customer to ensure those involved are the best-placed to assess the individual needs and circumstances of the customer in question.
6. Complaint stages
6.1
Landlords must have processes in place to consider which complaints can be responded to as early as possible, and which require further investigation. Landlords must consider factors such as the complexity of the complaint and whether the resident is vulnerable or at risk. Most stage 1 complaints can be resolved promptly, and an explanation, apology or resolution provided to the resident.
Compliance: Yes
- Our contact centre has the authority to resolve simple complaints at point of contact, without recourse to the centralised complaints team.
- Complaints received by the Complaints team are assessed and prioritised based on the customer's individual circimstances and the impact the issue is having upon them, and the complexity of the case itself.
6.2
Complaints must be acknowledged, defined and logged at stage 1 of the complaints procedure within five (5) working days of the complaint being received.
Compliance: Yes
- We acknowledge all complaints within five (5) working days.
6.3
Landlords must issue a full response to stage 1 complaints within 10 working days of the complaint being acknowledged.
Compliance: Partial
- Our Policy and Procedures are aligned to enable responses to be issued within 10 working days of the complaint being acknowledged, or for an extension to be agreed where needed, as per 4.3.
- Operationally, we are partially compliant as not all cases are currently responded to within 10 working days. A number of improvements have been implemented, or are in process, including a newly appointed Head of Complaints, and additional resource within the team - allowing a higher level of performance coupled with a focus on quality.
6.4
Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 10 working days without good reason, and the reason(s) must be clearly explained to the resident.
Compliance: Yes
- We aim to agree a solution with the customer within 10 working days of logging a complaint. If this isn’t possible, such as where a complaint is complex, we may need a further 10 working days and we shall let the customer know why 4.3).
6.5
When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman.
Compliance: Yes
- This in included in our communications.
6.6
A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.
Compliance: Yes
- If we cannot complete the actions necessary to resolve the issue before the letter is sent, we will detail what will be done, and by when.
- Our Complaints team monitors all outstanding actions to ensure they are completed.
6.7
Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.
Compliance: Yes
- We use templates to ensure that all responses are complete.
- These use the Housing Ombudsman template as a blueprint to ensure best practice is adhered to.
6.8
Where residents raise additional complaints during the investigation, these must be incorporated into the stage 1 response if they are related and the stage 1 response has not been issued. Where the stage 1 response has been issued, the new issues are unrelated to the issues already being investigated or it would unreasonably delay the response, the new issues must be logged as a new complaint.
Compliance: Yes
- If the additional complaints are related to the original issue they are incorporated int to the Stage 1 response. If they are unrelated we will open a new complaint.
6.9
Landlords must confirm the following in writing to the resident at the completion of stage 1 in clear, plain language:
- the complaint stage;
- the complaint definition;
- the decision on the complaint;
- the reasons for any decisions made;
- the details of any remedy offered to put things right;
- details of any outstanding actions; and
- details of how to escalate the matter to stage 2 if the individual is not satisfied with the response.
Compliance: Yes
- Our complaints staff are fully trained in writing responses, and our responses use the Housing Ombudsman template as a blueprint to ensure best practice is adhered to.
6.10
If all or part of the complaint is not resolved to the resident’s satisfaction at stage 1, it must be progressed to stage 2 of the landlord’s procedure. Stage 2 is the landlord’s final response.
Compliance: Yes
- This is part of our process.
6.11
Requests for stage 2 must be acknowledged, defined and logged at stage 2 of the complaints procedure within five working days of the escalation request being received.
Compliance: Yes
- This is part of our process.
6.12
Residents must not be required to explain their reasons for requesting a stage 2 consideration. Landlords are expected to make reasonable efforts to understand why a resident remains unhappy as part of its stage 2 response.
Compliance: Yes
- We review of Stage 2 complaints to ensure we understand the reason for the scalation. We may on occasion request further information from the customer to ensure our understanding is correct.
6.13
The person considering the complaint at stage 2 must not be the same person that considered the complaint at stage 1.
Compliance: Yes
- This is part of our process.
6.14
Landlords must issue a final response to the stage 2 within 20 working days of the complaint being acknowledged.
Compliance: Partial
- Our Policies and Processes, are aligned to enable a decision on Stage 2 complaints being made within 20 working days. As with Stage 1 complaints, we sometimes need extra time to make the right decision, so we may take up to a further 10 working days. If we need to do this, we will let the customer know why.
- Operationally, we have faced some challenges in meeting the timescales, but as per 6.3, we have improvements and additional resource planned, so that we can tackle these challenges and meet the requirements.
6.15
Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 20 working days without good reason, and the reason(s) must be clearly explained to the resident.
Compliance: Yes
- We aim to have a decision on Stage 2 complaints made within 20 working days. We sometimes need extra time to make the right decision, so we may take up to a further 10 working days. If we need to do this, we will let the customer know why.
6.16
When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman.
Compliance: Yes
- This is included in our communications.
6.17
A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.
Compliance: Yes
- If we cannot complete the actions necessary to resolve the issue before the letter is sent, we will detail what will be done, and by when.
- Our Complaints team monitors all outstanding actions to ensure they are completed.
6.18
Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.
Compliance: Yes
- We use templates to ensure that all responses are complete.
- These use the Housing Ombudsman template as a blueprint to ensure best practice is adhered to.
6.19
Landlords must confirm the following in writing to the resident at the completion of stage 2 in clear, plain language:
- the complaint stage;
- the complaint definition;
- the decision on the complaint;
- the reasons for any decisions made;
- the details of any remedy offered to put things right;
- details of any outstanding actions; and
- details of how to escalate the matter to the Ombudsman Service if the individual remains dissatisfied.
Compliance: Yes
- Our complaints staff are fully trained in writing responses, and our responses use the Housing Ombudsman template as a blueprint to ensure best practice is adhered to.
6.20
Stage 2 is the landlord’s final response and must involve all suitable staff members needed to issue such a response.
Compliance: Yes
- When compiling a stage 2 response, all appropriate staff members are involved.
7. Putting things right
7.1
Where something has gone wrong a landlord must acknowledge this and set out the actions it has already taken, or intends to take, to put things right. These can include:
- Apologising;
- Acknowledging where things have gone wrong;
- Providing an explanation, assistance or reasons;
- Taking action if there has been delay;
- Reconsidering or changing a decision;
- Amending a record or adding a correction or addendum;
- Providing a financial remedy;
- Changing policies, procedures or practices.
Compliance: Yes
- We keep customers updated on the progress of their complaint. Where something has gone wrong, we will provide the customers with an explanation and stipulate how we will address this. Taking into consideration the individual circumstances of the customer, and the impact the matter has had on them.
7.2
Any remedy offered must reflect the impact on the resident as a result of any fault identified.
Compliance: Yes
- We always try to put things right and that usually means getting the customer back to where they should have been before they had a problem.
- We may offer compensation to reflect the impact on the customer, for example causing distress and inconvenience.
- Our compensation policy can be found at https://www.sovereign.org.uk/compensation-policy
7.3
The remedy offer must clearly set out what will happen and by when, in agreement with the resident where appropriate. Any remedy proposed must be followed through to completion.
Compliance: Yes
- We will detail actions, times and re-state the agreement(s) made with the customer in our offer letter.
7.4
Landlords must take account of the guidance issued by the Ombudsman when deciding on appropriate remedies.
Compliance: Yes
- We refer to previous determinations and best practice guidelines.
8. Self-assessment, reporting and compliance
8.1
Landlords must produce an annual complaints performance and service improvement report for scrutiny and challenge, which must include:
- the annual self-assessment against this Code to ensure their complaint handling policy remains in line with its requirements.
- a qualitative and quantitative analysis of the landlord’s complaint handling performance. This must also include a summary of the types of complaints the landlord has refused to accept;
- any findings of non-compliance with this Code by the Ombudsman;
- the service improvements made as a result of the learning from complaints;
- any annual report about the landlord’s performance from the Ombudsman; and
- any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord.
Compliance: Yes
- This will provided in the summer of 2024 and annually thereafter.
- We will manually report refused complaints and undertake to make this standard reporting going forward.
8.2
The annual complaints performance and service improvement report must be reported to the landlord’s governing body (or equivalent) and published on the on the section of its website relating to complaints. The governing body’s response to the report must be published alongside this.
Compliance: Yes
- See 8.1
8.3
Landlords must also carry out a self-assessment following a significant restructure, merger and/or change in procedures.
Compliance: Yes
- To be completed as required and uploaded to our website for public scrutiny
8.4
Landlords may be asked to review and update the self-assessment following an Ombudsman investigation.
Compliance: Yes
- We will comply with instructions from the Ombudsman.
8.5
If a landlord is unable to comply with the Code due to exceptional circumstances, such as a cyber incident, they must inform the Ombudsman, provide information to residents who may be affected, and publish this on their website Landlords must provide a timescale for returning to compliance with the Code.
Compliance: Yes
- No comment required.
9. Scrutiny & oversight: continuous learning and improvement
9.1
Landlords must look beyond the circumstances of the individual complaint and consider whether service improvements can be made as a result of any learning from the complaint.
Compliance: Yes
- We use learning from Ombudsman determinations and root cause analysis to identify service improvement opportunities.
9.2
A positive complaint handling culture is integral to the effectiveness with which landlords resolve disputes. Landlords must use complaints as a source of intelligence to identify issues and introduce positive changes in service delivery.
Compliance: Yes
- Complaints are used as a key source of feedback. Insights are used to influence service design and delivery.
9.3
Accountability and transparency are also integral to a positive complaint handling culture. Landlords must report back on wider learning and improvements from complaints to stakeholders, such as residents’ panels, staff and relevant committees.
Compliance: Yes
- We engage with our Scrutiny Group and Resident Board Panel.
9.4
Landlords must appoint a suitably senior lead person as accountable for their complaint handling. This person must assess any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision.
Compliance: Yes
- Our Head of Complaints is accountable for complaint handling. This role is supported by service areas across the business, including the Feedback team who provide insights that inform change and improvement.
9.5
In addition to this a member of the governing body (or equivalent) must be appointed to have lead responsibility for complaints to support a positive complaint handling culture. This person is referred to as the Member Responsible for Complaints (‘the MRC’).
Compliance: Yes
- The Member Responsible is Barbara Brownlee.
9.6
The MRC will be responsible for ensuring the governing body receives regular information on complaints that provides insight on the landlord’s complaint handling performance. This person must have access to suitable information and staff to perform this role and report on their findings.
Compliance: Yes
- No comment required.
9.7
As a minimum, the MRC and the governing body (or equivalent) must receive:
- regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance;
- regular reviews of issues and trends arising from complaint handling;
- regular updates on the outcomes of the Ombudsman’s investigations and progress made in complying with orders related to severe maladministration findings; and
- annual complaints performance and service improvement report.
Compliance: Yes
- These will be provided as part of business-as-usual reporting.
9.8
Landlords must have a standard objective in relation to complaint handling for all relevant employees or third parties that reflects the need to:
- have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments;
- take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and
- act within the professional standards for engaging with complaints as set by any relevant professional body.
Compliance: Yes
- We would always take responsibility when responding to complaints, this is set out in guidance and training in relation to responding to complaints. We work collaboratively with other departments and have agreed contact channels in order to get the support and assistance required.