Section 6a: Complaints Stages - Stage 1
Code provision 6.1
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Every effort is made to resolve complaints at the earliest opportunity, having due regard to the complexity of the case and any urgent issues are dealt with in a timely manner, where necessary, before the complaint response is sent out
Code provision 6.2
Requirement
Complaints must be acknowledged, defined and logged at stage 1 of the complaints procedure within five working days of the complaint being received.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Written acknowledgements is provided within five working days and contain a summary of the issues being complained about and the outcomes the resident is seeking. The initial contact between the Complaint Officer and the tenant also confirms the position.
Code provision 6.3
Requirement
Landlords must issue a full response to stage 1 complaints within 10 working days of the complaint being acknowledged.
Do we comply?
Yes
Evidence
Our online Comments, Compliments and Complaints procedure.
Commentary / explanation
This is defined within our Comments, Compliments and Complaints procedure. Section titled 'How your complaints will be dealt with'
Code provision 6.4
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
The Customer Care & Complaints Officer makes contact with the complainant to discuss an extension. Where this is agreed, this is confirmed in writing.
Code provision 6.5
Requirement
When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
When an extension occurs, the Customer Care & Complaints Officer also provides the complainant the Housing Ombudsman details. Our letter response also includes the Housing Ombudsman details.
Code provision 6.6
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Written complaint responses are sent to the resident when the answer to complaint is known. Where there are any outstanding actions, these are listed within the written response with target dates.
The Customer Care and Complaints Officer logs any outstanding actions and tracks these to completion by working with the relevant service area.
Code provision 6.7
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
As a landlord our complaints responses do address all points raised and provide clear reasons for the decisions.
Code provision 6.8
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Where there is a live complaint, customers can also raise multiple requests during the process of a complaint if they are related, prior to the investigation starting.
Where a complainant requested to add unrelated issue, it is first reviewed on whether it is a service request, or alternatively advised to register a new Stage 1 complaint.
Code provision 6.9
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
We have adopted the Housing Ombudsman’s template response letters, incorporating the requirements to ensure compliance.
