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 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
Our online Comments, Compliments and Complaints procedure.
Commentary / explanation
As per our Comments, Compliments and Complaints procedure, stage 1 complaints are acknowledged within 5 working days of the complaint being received.
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
As per our Comments, Compliments and Complaints procedure, stage 1 complaints are responded to in full within 10 working days of the complaint being acknowledged, excluding where an extension is required.
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
Our online Comments, Compliments and Complaints procedure.
Commentary / explanation
Any extensions to timescales are confirmed in writing and a new target date given. The reason for the extension is explained in the letter.
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
We provide the contact details for the Housing Ombudsman in our extension letters, as well as in all other formal correspondence relating to a complaint.
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
Outstanding actions are detailed in our complaint outcome letters, alongside timescales for completion when appropriate.
These actions are monitored by the complaint handler, and the case is kept open on our CRM system in a ‘monitoring’ state until it has been confirmed that all agreed actions have been completed.
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
Our letters address all points raised, provide reasons for decisions, and reference policy, law, the Ombudsman Code, etc, when relevant.
Letters from the Customer Care & Complaints Officers are checked by the Manager to ensure this.
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
Prior to the acknowledgement letter being sent, we will add any additional issues raised to the complaint. After that point, we will include any related issues that are raised and will apply an extension if necessary to address these.
Any non-related issues that are raised after the acknowledgement letter has been sent will be considered and if they meet the criteria of a complaint, a new stage 1 will be logged to address them.
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
Our complaint outcome letters are modelled on the Ombudsman’s template, and include all of the required information.
