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LanguageComplaints, Comments and Compliments policy
Seven Locks Housings’ fundamental vision to be a high performing Housing Association is reflected in our Mission statement "We aim to meet the needs of our existing and future customers by providing a continually improving and quality housing service".
Demonstrable information from research shows that companies who keep "customers central" in all they do are far more likely to achieve sustained success. We recognise that the way to attain our goal is to embed within the culture of the company an awareness of and capacity to respond to customer needs.
We welcome customer input which we use to make sure that we are delivering the services that customers want and at a level with which they are satisfied.
It is important to highlight that no matter whether customers contact us with a compliment, comment or a complaint we will take every opportunity to ensure that it helps us to deliver better policies and practices.
To help customers feed their comments, compliments or complaints to us we will provide:
- forms in all of our offices
- front-line staff on hand to assist
- clear instructions about how to pass on a compliment, comment or how to make a complaint.
SOMETIMES THINGS WORK WELL
We work hard to ensure that the services we provide to customers directly or through our contractors and representatives, are of high quality and meet their needs and expectations at all times. We welcome feedback on how we are doing and appreciate comments or compliments; customer guidance will enable us to make sure that we continue to develop our services in line with their requirements.
SOMETIMES THINGS GO WRONG
We know that there may be times when customers are unhappy or dissatisfied with the service that they receive, in these instances we welcome their comments and complaints. Understanding the reasons for complaints and responding to them effectively helps us to improve our service to all customers; comments will give us the opportunity to put matters right, assist us to identify weak points and help us to change and improve the way we provide services in future.
Context: Statute, Regulation and Guidance
What is a complaint?
We define a complaint as:
- any expression of dissatisfaction – either verbally or in writing - by one or more of our customers, or by a person representing or making a complaint on a customers’ behalf, about Seven Locks Housing:
- action or lack of action
- or
- the standard of service provided to a customer by this organisation or anyone delivering services on behalf of Seven Locks Housing.
A Customer is not making a complaint when they:
- first request a service
- first contact us to report a fault
- contact us to request information about or a clearer explanation of our policies
- contact us for a further explanation of a decision
- raise an issue where there is a right of appeal or a legal solution.
Objectives
- To provide an accessible procedure which encourages customers to contact us with a comment, compliment or a complaint.
- To operate a streamlined process of complaints handling consisting of three stages, which includes stage 3 as the Ombudsman determination.
- To use the outcomes of investigations to identify additional opportunities for continual improvement.
Operational Principles
To deal with all complaints, promptly, courteously, and in a fair and systematic manner.
To make available to customers a comprehensive set of procedures which outline the three stage process (including Stage 3 which is the Independent Housing Ombudsman) for dealing with complaints
To deal with complaints in confidence.
To keep complainants informed of the progress in dealing with the complaint along with the result of any investigation.
Official complaints can be made in writing, by telephone, email or fax, or by calling in at the office where we will assist complainants to complete a complaint form if required.
Consultation
Consultation on revisions to this policy will be through the formal tenant policy special interest group.
Monitoring
Details of the number and type of complaints we have received will be reported to our management Board 6 monthly. This report will also provide details:
- Of the outcome of all investigations and how they have been resolved.
- of the action we are taking to prevent a re-occurrence of a situation
- and how the service that we deliver to our customers has improved as a result of the problems being brought to our attention.
Other related SLH policies
All Seven Locks Housing Policies
Responsible Person/s
The Customer Relations Manager has overall responsibility for the implementation of this policy.
Review Date
Every three years or on the introduction of new regulatory requirements, new guidance, best practice or as a result of customer feedback.
Company Registered in England, Number 5571472. VAT Registration Number 917 941 988. Registered with the Housing Corporation No. L4506