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
Our Council Housing Complaints Policy.
Commentary / explanation
Points 6.2, 7.2, 7.3, and 7.4 of our Policy.
We aim to assess all complaints within 1 working day of receipt to identify any health and safety concerns, vulnerabilities, or safeguarding concerns.
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 Council Housing Complaints Policy.
Commentary / explanation
Point 7.2 of our Policy.
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 Council Housing Complaints Policy.
Commentary / explanation
Point 7.2 of our Policy.
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 Council Housing Complaints Policy.
Commentary / explanation
Point 7.3 of our Policy.
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
Our Council Housing Complaints Policy.
Commentary / explanation
Point 7.3 of our Policy.
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
Our Council Housing Complaints Policy.
Commentary / explanation
Point 7.4 of our Policy.
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
Our Council Housing Complaints Policy.
Commentary / explanation
Point 7.6 of our Policy.
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
Our Council Housing Complaints Policy.
Commentary / explanation
Point 7.5 of our Policy.
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
Our Council Housing Complaints Policy.
Commentary / explanation
Point 7.6 of our Policy.
