How to make a complaint
EeH is committed to providing high quality, efficient and effective services to all its residents and applicants for housing but recognises that sometimes people may be dissatisfied with its services or mistakes might be made in service delivery.
EeH is keen to obtain feedback from service users to review the service it provides and the way in which it provides them. EeH wishes to learn from the complaints received and as such the Housing Management Team will consider the ‘learning outcomes’ relating to each complaint as a standard agenda item. Where training needs are identified this is recorded and progressed by the manager.
EeH will operate clear and well-publicised procedures for receiving and dealing with complaints and compliments.
All complaints will be processed within the stated timescales. The completion of timely responses is monitored by the Senior Management team and considered by the main EeH Board and Service Review Board as a Key Performance Indicator.
All complaints will be dealt with promptly, courteously, with consistency, systematically, fairly and with appropriate regard to confidentiality.
EeH recognises the value of involving residents in reviewing complaints and the final stage of the complaints process allows for members of the EeH board to consider complaints that have been progressed to Stage Three. In addition the Service Review Board is able to review EeH’s complaints performance across service areas and focus on particular concerns where they arise.
EeH will operate a complaints procedure which:
- is well publicised
- provides clear stages for the progression of a complaint.
EeH will ensure that all staff likely to be involved in handling complaints are familiar with the procedure.
EeH will invite Board Members from other neighbouring RSLs to review Stage 3 complaints to ensure objectivity and consistency.
EeH belongs to the Housing Ombudsman Service scheme.
PROCESS
Enquiries will be received in a variety of possible ways, including:
- by telephone
- by personal caller
- by email
- by letter
- at a public meeting
- through a customer comment card
- via a EeH Board Member, or Council Member
- by petition
Residents or applicants for housing, who are dissatisfied with the service they receive, should in the first instance be advised to contact the relevant section responsible eg the Housing Centre, the Rents, Regeneration Section. If the problem cannot be resolved by this initial contact, it can be pursued as a formal complaint.
Formal Complaints
Where a resident or applicant wishes to pursue a formal complaint, they will be sent a copy of EeH's formal complaint form, together with information on how to make a complaint. All complainants will be encouraged to put their complaints in writing, but complaints will be dealt with if they are made in person or on the telephone. Where a complaint is made in this way, the officer taking the complaint will be expected to write the complaint down on a complaint form and send a copy to the complainant. (Assistance will also be offered to people whose first language is not English, or who have special needs such as literacy problems.) Formal complaint forms are also be available for residents to download from the EeH website. EeH is unable to deal with complaints made anonymously.
Once a complaint form is received, a holding reply will be sent within 3 working days acknowledging receipt and informing the complainant that the complaint is being dealt with.
The complaint will be dealt with by the service manager eg the Leasehold Service Manager, the relevant Housing Centre Manager or the Regeneration Project Manager. The complainant will receive a response in writing within 15 working days. Where this is not possible for a particular reason, a response will be provided within 10 working days, explaining why a full response is not possible at that time giving a date by which a full response will be provided. All full responses will detail the action that has been taken and the outcome. If further action is necessary to resolve the issue, the complainant will be kept informed of such action and the outcome.
Stage One
If the complainant remains dissatisfied, they can request that the relevant Director consider the complaint as a formal Stage 1 complaint. The complainant should make this request within 15 working days of receiving a response under the Formal stage setting out the reasons why they are not satisfied with the response already received. A written acknowledgement will be sent to the complainant within 3 working days and a full written response within 15 working days. If further investigation is required which means a full written response within 15 day is not possible the complainant will be notified in writing with an indication of when a full response will be sent.
Stage Two
If the complainant remains dissatisfied they can ask for the complaint to be considered at Stage Two by the Chief Executive. The complainant should make this request within 15 working days of receiving a response under Stage One setting out the reasons why they are not satisfied with the response already received under Stage One. A written acknowledgement will be sent to the complainant with 5 working days and a full written response within 15 working days. If further investigation is required which means a full written response within 15 days is not possible the complainant will be notified in writing with an indication of when a full response will be sent.
Stage Three
If the resident or applicant is still not satisfied with the response received under Stage Two they can ask within 15 working days for the complaint to be considered under Stage Three stating the reasons why they are unsatisfied with the response received under Stage Two. A panel made up of the members from the EastendHomes Board will consider all Stage Three complaints. In addition board membes from Tower Hamlets Community Housing and Poplar HARCA would be invited to attend the panel in order to engender greater objectivity and consistency across local RSLs in dealing with complaints. Members and officers should not hear cases from complainants where there is a conflict of interest. This includes friendships, family relationship, being involved in current or previous disputes.
The complainant will have a right to present their case to the panel The complainant also has a right to bring a representative to this meeting but must inform EeH in advance.
The panel will be minuted and the decision notified to the complainant within 10 working days of the meeting. If the panel is unable to make a decision and requires additional information the complainant will be advised of this.
EeH may wish to interview the complainant at any stage of the complaint process, the complainant will have the right, at their own cost, to have a friend or advocate present but should inform EeH first.
OUTCOME/FURTHER ACTION
Where a mistake has been made EeH will apologise in writing and also seek to put the complainant in the position they enjoyed before the mistake was made.
At any stage in the process EeH may offer an apology or payment of compensation. Compensation payments are offered only where EEH considers the complainant has suffered actual monetary loss or considerable delay in an action being carried out.
If mediation is appropriate an external impartial third party may be brought in following completion of the internal complaints procedure e.g. Tower Hamlets Mediation Service.
If the complainant remains dissatisfied following the outcome of Stage 3, she or he can complain to the Housing Ombudsman Service. EeH have no control over this aspect of the complaints procedure and the Ombudsman is completely independent of EeH. Complaints to the Ombudsman must be made within 12 months of completion of the internal complaints process.
On receipt of a request form the Housing Ombudsman, EeH will make files and records available to the Ombudsman.
PUBLICITY
The complaints procedure will be publicised and available for use by anyone wishing to complain about any aspect of EeH's service provision or service delivery, including standards of customer care.
The procedure will be widely advertised, through the EeH web site, Tenants' Handbook, newsletters and posters in local housing offices. Information about the procedure will also be provided in translation.
IMPROVEMENT PLANNING
All complaints received will be monitored, and details recorded of the date received, the nature of the complaint, the date action was taken and the nature of the action taken. EeH wishes to learn from the complaints received and as such the Housing Management Team will consider the ‘learning outcomes’ relating to each complaint as a standard agenda item. Where training needs are identified this is recorded and progressed by the manager. The Senior Management Team will regularly monitor the performance of the complaints procedure across all Directorates.
EeH will ensure that an officer will be responsible for:
- Registering and monitoring complaints and performance in response times.
- Receiving comments on EeH policies.
Presenting statistics on complaints performance and presenting these as part of the of the KPI report to the Service Review and EeH Board.
- Registering the learning outcomes from each complaint.
- Undertaking a post complaint satisfaction questionnaire which captures complainant’s satisfaction with how the complaint was dealt with and the final outcome. This information will be monitored by the Service Review Board.
COMPLIMENTS AND SUGGESTIONS
EeH will encourage residents to provide general suggestions and compliments. EeH will ensure that where compliments are received that these are generally recognised within the organisation and seen as part of the overall learning process.
EeH has introduced a Customer Care Excellence Award Scheme which allows residents and staff to nominate staff members who have excelled in their contribution to the work of the organisation particularly in the area of customer care.
Where gifts are received for staff these will be entered into the hospitality register.