Complaints, suggestions, feedback
URH Complaints Policy
If you would like to make a comment, compliment or complaint about URH's services you can download the form here. You may post it directly to our office or hand it in to your local TMO office and they will ensure it comes to us.
Background
It is important that URH has a complaints policy. It makes good business sense since the handling and recording of complaints provides valuable information about tenant’s experience of the services URH provides. Research has shown that companies that have good complaints procedures can effectively gain access to valuable market research data about the services it provides. This information is invaluable during Best Value service reviews and assessment of contractor performance.
Key Elements of the Policy
Defining what is a complaint is difficult because expectations of service delivery may exceed what is possible within resource constraints or what is desirable in terms of policy and service provision. URH will listen to what its customers are saying about its services and the approach it takes in terms of service delivery, improvement and review. This element of ‘complaints’ will inform URH’s Best Value Service Reviews.
The emphasis throughout the handling of complaints will be to keep the complainant informed at all stages of the process. Keeping complainants informed will be via personal contact, telephone calls and written correspondence, whichever is most appropriate. Responsibility for keeping complainants informed will lie with the lead officer at each stage of the process.
Staff will explain the rights of complainants throughout the process and explain that they are allowed representation during any interviews that take place between the complainant and URH. This is the case at any stage of the process. If a complainant requires interpretation services URH will arrange for this to be provided.
The Policy
The policy has three stages:
Stage One: Managed by the URH office -Target 15 working days
Stage Two: URH Board -Target 15 working days
Stage Three: Corporate Complaints, Lambeth Housing -Target 20 working days
Stage One – URH Office
The target of 15 working days is set to enable the widest possible range of complaints to be dealt with and resolved at Stage One. These complaints will range from resolution via one phone call through to investigations with various parties. Stage One includes all URH staff up to CEO level. It is envisaged that the vast majority of complaints will be resolved at Stage One.
Stage Two –URH Board
Stage Two will come into operation when a complaint can not be resolved at Stage One. A URH Board Complaints Panel will review the decision made at Stage One and either uphold the decision or propose an alternative solution. The target for completion of this stage is 15 working days. A Panel will have to be convened, which will include URH Board members and a staff member not involved in the complaint.
Stage Three – Corporate Complaints, Lambeth Housing
Lambeth Corporate Complaints will review the handling of the complaint and review it within 20 working days.
Failure to resolve the complaint at this final stage may result in the case being referred to the Housing Ombudsman, details of which will be provided to the complainant via URH. The Housing Ombudsman scheme is a free service to tenants and aims to:
- Provide a fair and effective way of dealing with complaints against member
- landlords from people who receive their services
- Seeks redress for complaints where justified
- Identifies failings in the services provided by member landlords and can ask them to change the way they work
Resolution of Complaint
A lack of response from the complainant at any stage will be recorded as ‘resolved’ once the target deadline date is reached. If the complainant cannot respond within the target deadline date set they should notify URH of this and give their reasons.
For URH the Complaints Policy is designed to ensure that it meets its service obligations and tackles poor performance at the earliest possible stage. URH will always endeavor to provide reasonable explanations and propose reasonable solutions.
A customer may wish to proceed throughout the three stages of the complaints procedure despite URH's view that the limit of what it can reasonably do has be reached.
For Example: A customer may complain about the timing of a fencing programme and wish it to be brought forward in their particular case. The resolution may be to explain how the programme was agreed and implemented and explain when the customer’s fence will be replaced.
If a customer appeals against a decision at either stage one or two, then the complaint will automatically move on to the next stage of the process. If the complainant appeals at the final stage of the process then the case will be referred to the Housing Ombudsman Service.
Compensation
Compensation will only be considered in exceptional circumstances and as a last resort when URH has been found at fault and the customer has suffered a quantifiable loss.
Reporting Complaints
Complaints can be reported to URH in person, in writing, email, fax and online. URH requires complaints to be submitted using a written form to ensure complaints are recorded and reported clearly from a complainant’s point of view. URH will provide support and assistance to any customer who requires help in completing a complaint form (including translation service, help in filling in forms due to literacy problems or disability).
Compliments
URH values not only the complaints it receives from customers but also any ‘compliments’ about service delivery. It is good to know when services are being provided well and when changes in service delivery have made a positive impact on tenants. Staff at URH will be made aware of compliments made about service delivery and these will be reported to the Board. No formal process will be set up to deal with compliments. Compliments can be sent to URH in person, in writing, email, fax, online or over the phone.
Promotion of the Service
The complaints policy and procedure will be publicised to customers via tenant’s newsletters, in TMO offices and on the URH website. The information will emphasise that the aim of the Complaints Policy is to:
- Rectify problems where URH has failed to meet service standards
- Explain policy decisions
- Review service provision based on an analysis of customer feedback
Performance Monitoring and Targets
The aim is to resolve 100% of complaints at each and every stage of the process. Staff should be focused on resolution at every stage, but particularly at Stage One.
Performance reports will be produced at URH's Board meetings outlining the number of complaints reported, the nature of the complaint, resolutions and the number resolved at each stage of the process.
Complaints will be used as a feedback mechanism in the Best Value review process. They will be used to highlight service areas tenants are most dissatisfied with and aid in the prioritisation of services for investigation and improvement.
The policy will be reviewed at least every two years to ensure it complies with any changes in regulation or legislation and that it continues to meet customers’ needs.