Section 3: Accessibility and Awareness
Code provision 3.1
Requirement
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.
Do we comply?
Yes
Evidence
Our online Comments, Compliments and Complaints procedure.
Commentary / explanation
This is set out in our Comments, Compliments and Complaints procedure, in the section ‘Reasonable Adjustments’: ‘Anyone is welcome to make a comment, compliment or complaint and the Council is committed to treating everyone fairly. If a complainant requires any particular assistance they are advised to let the Council know and state what assistance is required. This may include, for example, the provision of information in alternative formats (e.g. large print), the use of a language service, or communication through a representative.’
Code provision 3.2
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Our Comments, Compliments and Complaints procedure provides contact details for residents to raise complaints via the internet, by telephone, or in writing. It also advises they can make them directly to the relevant service.
We accept complaints made to any member of staff. Training is regularly carried out to make staff aware of the complaints process, and everyone has the option to log the complaint themselves or pass the information on to the Customer Care & Complaints team.
Code provision 3.3
Requirement
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.
Do we comply?
Yes
Evidence
Our online Comments, Compliments and Complaints procedure. Our Landlord Complaints webpage.
Commentary / explanation
Staff are encouraged to recognise potential complaints and offer to log them as such.
The complaints pages, both general and housing-specific ones, can easily be found on our website by entering ‘complaints’ into the search bar.
The complaints service and how to make a complaint is regularly featured in our Tenants In Touch magazine sent quarterly to residents.
Code provision 3.4
Requirement
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.
Do we comply?
Yes
Evidence
Our online Comments, Compliments and Complaints procedure.
Commentary / explanation
This is published on our website.
Residents are also made aware of timescales and what happens at the stage they are at in complaint acknowledgement and outcome letters.
Code provision 3.5
Requirement
The policy must explain how the landlord will publicise details of the complaints policy, including information about the Ombudsman and this Code.
Do we comply?
Yes
Evidence
Our online Comments, Compliments and Complaints procedure. See our Complaints about council housing pages.
Commentary / explanation
Our Comments, Compliments and Complaints procedure has a section titled ‘Ombudsman’.
We also have a page on our website that includes our self-assessment and annual report.
Contact details for the Ombudsman (including a website address) is included with all formal complaint letters.
Code provision 3.6
Requirement
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.
Do we comply?
Yes
Evidence
Our online Comments, Compliments and Complaints procedure.
Commentary / explanation
This is detailed in our Comments, Compliments and Complaints procedure, in the section titled ‘Who can make a complaint?’
Code provision 3.7
Requirement
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.
Do we comply?
Yes
Evidence
Our online Comments, Compliments and Complaints procedure.
Commentary / explanation
Our Comments, Compliments and Complaints procedure has a section titled ‘Ombudsman’.
Contact details for the Ombudsman (including a website address) is included with all formal complaint letters.
