Section 4: Complaint Handling Staff
Code provision 4.1
Requirement
Landlords must have a person or team assigned to take responsibility for complaint handling, including liaison with the Ombudsman and ensuring complaints are reported to the governing body (or equivalent). This Code will refer to that person or team as the ‘complaints officer’. This role may be in addition to other duties.
Do we comply?
Yes
Evidence
Our Council Housing Complaints Policy.
Commentary / explanation
Section 8 of our Policy.
Code provision 4.2
Requirement
The complaints officer must have access to staff at all levels to facilitate the prompt resolution of complaints. They must also have the authority and autonomy to act to resolve disputes promptly and fairly.
Do we comply?
Yes
Evidence
Our Council Housing Complaints Policy.
Commentary / explanation
Point 8.5 of our Policy.
Code provision 4.3
Requirement
Landlords are expected to prioritise complaint handling and a culture of learning from complaints. All relevant staff must be suitably trained in the importance of complaint handling. It is important that complaints are seen as a core service and must be resourced to handle complaints effectively.
Do we comply?
Yes
Evidence
Our Council Housing Complaints Policy.
Commentary / explanation
Sections 8 and 9 of our Policy.
