Section 6b: Complaints Stages - Stage 2
Code provision 6.10
Requirement
If all or part of the complaint is not resolved to the resident’s satisfaction at stage 1, it must be progressed to stage 2 of the landlord’s procedure. Stage 2 is the landlord’s final response.
Do we comply?
Yes
Evidence
Our online Comments, Compliments and Complaints procedure.
Commentary / explanation
The right to escalate to stage 2 as the final stage is detailed in our Comment, Compliments and Complaints procedure, as well as in the stage 1 outcome letters.
Code provision 6.11
Requirement
Requests for stage 2 must be acknowledged, defined and logged at stage 2 of the complaints procedure within five working days of the escalation request 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 2 complaints are acknowledged within 5 working days of the escalation being requested.
Code provision 6.12
Requirement
Residents must not be required to explain their reasons for requesting a stage 2 consideration. Landlords are expected to make reasonable efforts to understand why a resident remains unhappy as part of its stage 2 response.
Do we comply?
Yes
Evidence
Our online Comments, Compliments and Complaints procedure.
Commentary / explanation
Whilst we may ask for guidance from the complainant regarding what they consider to be outstanding and what outcome they are seeking, if this is not forthcoming we will proceed with the Stage 2 investigation and review the complaint in its entirety.
Code provision 6.13
Requirement
The person considering the complaint at stage 2 must not be the same person that considered the complaint at stage 1.
Do we comply?
Yes
Evidence
Our online Comments, Compliments and Complaints procedure.
Commentary / explanation
The Customer Care & Complaints Officer will handle a complaint at stage 1 and will investigate with colleagues from other teams.
At stage 2, the Customer Care & Complaints Manager will consider the complaint, and wherever possible look to review evidence with more senior colleagues than those involved at stage 1.
Code provision 6.14
Requirement
Landlords must issue a final response to the stage 2 within 20 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 2 complaints are responded to in full within 20 working days of the complaint being acknowledged, excluding where an extension is required.
Code provision 6.15
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 20 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 6.16
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 6.17
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 6.18
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.
Code provision 6.19
Requirement
Landlords must confirm the following in writing to the resident at the completion of stage 2 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 the Ombudsman Service if the individual remains dissatisfied.
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.
Code provision 6.20
Requirement
Stage 2 is the landlord’s final response and must involve all suitable staff members needed to issue such a response.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Staff investigating complaints are empowered to approach all staff members necessary to gather evidence and gain an understanding in order to provide a thorough response.
