DHC: Complaints Policy

Hazel Tenancy Agreement [ta]
1 I
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1.1 This policy aims to provide clear and effective guidelines for tenants of Deptford Housing
Co-operative (DHC) to make complaints and for DHC to manage the complaints
effectively. We value member feedback and view complaints as an opportunity to learn
how to do things better.
1.2 DHC aims to make it easy for members and stakeholders to express when they are not
happy with a service we provide. There will be times when we get things wrong and
we aim to respond positively to any complaints or feedback that we receive.
1.3 In order to make it easy for members to make a complaint, we will accept complaints
over the phone, in person, in a letter or by email.
2 De
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2.1 A complaint is an expression of dissatisfaction about the standard of service, actions or
lack of action by Deptford Housing Cooperative, its staff, or those acting on its behalf,
affecting an individual member or group of members.
We will not restrict what people can complain about or how they choose to complain.
3
L
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3.1 DHC will comply with legislation and regulatory requirements in dealing with complaints
and will ensure that complaints are addressed in line with the Localism Act 2011, Housing Act
1996 (Schedule 2), Equality Act 2010, General Data Protection Act 2018. DHC is a member of the
Regulator of Social Housing (RSH). All RSH members are mandatory members of the Housing
Ombudsman Scheme whose Complaint Handling Code became statutory on 1 April 2024.
This means that all registered social landlords are obliged by law to follow its requirements.
DHS’s complaints policy
complies with the complaints handling code 2024.
3.2 The Co-operative may use its discretion when applying this policy under the Equality
Act 2010 to deal with complaints we receive in a different way where individual
circumstances merit this. When applying discretion, the Co-operative will demonstrate
that we have applied this fairly and appropriately.
4 O
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P
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The objectives of the complaints policy are:
4.1 To provide an effective, accessible way for our members, housing applicants and
other stakeholders to register a complaint.
4.2 To ensure that complaints are dealt with in a courteous and efficient manner and are
resolved promptly using appropriate discretion and confidentiality.
4.3 To provide the management committee and staff with an effective framework for
resolving complaints, the aim of which is to result in a positive experience for the
complainant.
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4.4 To provide guidance for complainants, committee members and staff on the operation
of the complaints process, including recording, monitoring and learning from
complaints.
5 W
ho
Ca
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C
omp
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DHC will accept complaints from any person or organisation affected by a decision
taken by the Coop. These include:
5.1 Members, non-members, and ex members 5.2
Contractors
5.3 Consultants
5.4 Partnership agencies or organisations
5.5 Neighbours of the Co-
operative’s
properties 5.6
Housing Applicants
6 E
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DHC will consider each complaint received on its own merit, however, may not record
a complaint whereby:
6.1 The concerns raised relate to something that happened more than six months
previously.
6.2 The first report of a specific problem, such as a repairs, nuisance or anti-social
behaviour.
6.3 Anonymous complaints.
6.4 Issues relating to how the Co-operative is governed which will be addressed under the
Coop’s
Code of Conduct.
6.5 A matter that has already been investigated under the complaints process.
6.6 Cases where legal action has commenced and details of the claim, such as the Claim Form
and Particulars of Claim, having been filed at court prior to the complaint being received.
6.7 Vexatious, persistent, and abusive complaints (refer to paragraphs below).
7 C
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7.1
DHC’s Housing Manager is the designated complaints officer.
The Officer may choose
to ask the management Committee to assist with / carry out investigations when
complaints are received.
7.2 Responsibility for handling complaints will rest with the designated officer and
management committee so DHC will ensure that anyone who has responsibility for
complaints handling are:
7.2.1 Able to act sensitively and fairly at all times.
7.2.2 Be trained to deal with complaints and to look at the complaint objectively. 7.2.3
Have access to information to resolve the complaint quickly.
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8 THE PROCEDURE
8.1 Ea
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Complaints deemed suitable for early resolution will be managed by
DHC’s
Housing
Manager.
We will always encourage the early resolution of a complaint. In many cases,
concerns can be resolved quickly and a complaint will be designated as having
potential for early resolution where:
8.1.1 The issue has not previously been dealt with as a complaint.
8.1.2 The problem can be resolved quickly or within 2
wo
r
k
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ng
d
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(or within a
timescale that suits the member).
8.1.3 If further enquiries are needed to resolve the complaint, or if the complainant
requests it, the issue will be logged as a formal complaint and progress to Stage 1.
8.1.4 All complaints with the potential for early resolution will be recorded. This includes any
correspondence, reports and communication as well as a record of the resolution or its
escalation to the Stage 1 process.
8.1.5 We will aim to respond to complaints within the timescales set out below, however,
if we are unable to complete our investigation within the timeframe, we will reserve
the right to extend the deadline to meet our obligations. If we extend our deadline,
we will always inform the complainant of our reason for doing this and will keep
them updated whilst the complaint is ongoing.
8.1.6 Our response to complaints at all stages will be communicated to members as soon as
the answer to the complaint is known and outstanding actions will be tracked and
actioned as quickly as possible with regular updates provided to the member or
members concerned.
8.2 S
t
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e 1
Stage 1 complaints will be managed by
DHC’s
Housing Manager.
Ac
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on
Ti
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fr
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S
t
a
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e 1 Acknowledge the complaint in writing.
Carry out an investigation and respond to the
complainant.
Within 5 working
days
Within 10 working
days
8.2.1
If all or part of the complaint is not resolved to the resident’s satisfaction at
stage
one, it will be progressed to stage two of the
complaint’s
procedure unless an
exclusion ground now applies. Once a review is underway DHC will set out
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8.2.2
8.2.3
our understanding of issues outstanding and the outcomes the resident is seeking. If
any aspect of the complaint is unclear, the resident will be asked for clarification and
the full definition agreed between both parties.
Deptford Housing Cooperative will not unreasonably restrict access to a review unless
we have clear and valid reasons for doing so. In all cases we will write to the
complainant to explain in detail our decision. In such circumstances complainants will
have the right to take that decision to the Management Committee or go directly to
the Housing Ombudsman. Please also refer to Section 4.0 above.
Any new complaints or issues not raised during the initial complaint would be dealt
with separately and are not grounds for a review.
8.3 S
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e 2
A stage 2 review will be conducted by
DHC’s
Management Committee.
Ac
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Ti
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fr
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S
t
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e 2 Inform complainant of the process of
administration of a review
Where a decision is made to decline a
stage 2 review, we will clearly
communicate in writing the reasons for
not escalating this, as well as the right to
approach the Housing Ombudsman about
our decision.
Communicate the results of a review
Within 5 days of receipt of
request/ decision to review
Within 5 days of receipt of
request/ decision to review
Within 20 working days from
the request being submitted
The decision of the Management Committee is final. They will be open and honest about what they
can do and what they cannot do to meet the expectations of the complainant. When they respond
to a complaint the Management Committee will set out:
8.3.1 Whether or not they have upheld the complaint. They may either fully or
partially uphold a complaint.
8.3.2 What, if any action they intend to take.
8.3.3 How long it will take them to complete the action they have promised to take. 8.3.4
Whether any compensation will be paid, and how much the compensation will
be.
9.0 I
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H
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O
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Se
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9.1 DHC is a member of the Housing Ombudsman Scheme and are obliged by law to follow
the requirements of their Complaint Handling Code which became statutory on 1 April
2024.
9.2 At any stage of the complaints process, if the complainant is dissatisfied with our
response, the complainant may refer their complaint to the Housing Ombudsman
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directly or via a designated person. The complainant does not have to have exhausted the
complaints process before contacting the housing ombudsman. Support and advice can be
given at any stage of the complaints process. Since October 2022, a complainant no longer has
to use a designated person for their complaint but may choose to do so if they feel it will help
their cause.
9.3 For more information about the role of the Designated Persons or Housing
Ombudsman Service please visit https://www.housing-ombudsman.org.uk/ or call the
Independent Housing Ombudsman on 0300 111 3000.
10 E
qu
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Fai
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10.1 We aim to treat all complainants fairly and equitably, in a non-discriminatory manner
and without prejudice. We seek to embed equality, fairness, inclusivity, diversity, and
respect in our complaints handling policy and processes in line with our Equality and
Diversity Policy.
10.2 We recognise that we may need to make changes to our normal complaint handling
procedure to meet an
individual’s
specific needs. This includes reasonable requests
from customers in terms of the frequency and method of communication we use with
them. We
will also consider all requests for ‘reasonable adjustments’ to our procedures
under the Equality Act 2010.
10.3 We recognise the need to act independently and have an open mind in handling
complaints and all investigations will be conducted in an impartial manner and on their
merits. We will take measures to address actual or perceived conflicts of interest,
including requesting that Management Committee members recuse themselves from
complaint handling where this is the case. We will consider all information and evidence
carefully and ensure as far as possible that confidentiality is maintained throughout the
process.
10.4 Reasonable methods and frequency of communication will be agreed with members as
part of the process, and any staff member or member acting on behalf of Deptford
Housing Coop who is subject to a complaint will be given the opportunity to comment on
the findings of an investigation prior to a final decision being made.
11.0 C
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Please refer to DHC’s compensation policy for guidance.
We are committed to offering
compensation where we fail to provide a quality service. Our compensation policy is in
line with the Housing Ombudsman
’s
Complaint Handling Code and compensation
factsheet.
12.0 U
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B
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DHC reserves the right not to investigate complaints if they have reason to believe that a
complainant is acting unreasonably.
Please refer to DHC’s Unreasonable Behaviour
policy for details. The policy works in conjunction with
DHC’s
Complaints Policy and all
acts of harassment, bullying and intimidation will be logged and investigated by the
Housing Manager.
In all instances where DHC decide to restrict access to the
complaint’s
procedure or
refuse to accept a complaint, we will write to the complainant to explain in detail our
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decision for doing so. In such circumstances complainants will have the right to take
that decision to the Management Committee or go directly to the Housing
Ombudsman.
13.0 M
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13.1 The designated Complaints Officer will be responsible for keeping a record of all
complaints received by the co-operative.
13.2 A file will be created for each complaint and relevant correspondence will be retained
on the tenancy file of the complainant.
13.3 The management committee will report to members on complaints received at least
once a year. A report will be provided to the annual general meeting which includes
the number of complaints received, a summary of what the complaints were about and
what action was taken. The report will also highlight the lessons learned and any
changes made by the co-operative as a result of the complaint.
14.0 P
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Re
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The management committee is responsible for ensuring that this policy is reviewed
annually to ensure continued relevance and good practice. Updates and amendments
may be proposed, considered and approved via an SGM.
L
a
s
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upd
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:
April 2024
Da
t
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o
f
n
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x
t
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e
v
ie
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:
April 2025
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