Section 4: Complaint Handling Staff
Code provision 4.1
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Oxford City Council employed a Customer Care & Complaints Officer in October 2022.
The officer is assigned to take responsibility of landlord related complaints.
Oxford City Council employed a Customer Care and Complaints Manager in February 2023.
Code provision 4.2
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Our Customer Care & Complaints Officer make contact with the complainant once it has been logged, to better understand the complaint and to seek a fair and balance resolution from the outcome. The officer will also make reference to the Housing Ombudsman at this stage and establish if any reasonable adjustments need to be made.
Code provision 4.3
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
The Customer Care & Complaints Manager and Customer Care and Complaints Officer does have appropriate skills, experience and training.
Our Customer Care & Complaints Officer makes contact with the complainant once it has been logged, to better understand the complaint and to seek a fair and balance resolution from the outcome. The officer will also make reference to the Housing Ombudsman at this stage and establish if any reasonable adjustments need to be made.
