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HOUSING COMPLAINTSAND COMPLIMENTSCorporate Policy(Large Print Version)Title of Policy DocumentHousing Complaints and ComplimentsIssue Date and VersionMay 2022 (Version 2)Policy Reference Number138Has Equality Impact Assessment been completed?N/ACategories CoreCorporateEqual OpportunitiesHealth and SafetyHousingHuman ResourcesInformation GovernanceIT and CommunicationsLearning and DevelopmentProfessional Practice and StandardsRecruitmentService ManagementStakeholder InvolvementSupport Planning and Risk AssessmentService Provision – CQC servicesService ProvisionSigned off byChief ExecutiveRenewal dateMay 2023First issue dateApril 2021
Housing Complaints and Compliments (Large Print Version)Page 1 of 191. INTRODUCTION1.1 Creative Support aims to provide high qualityhomes, housing management and housingservices that meet the needs of tenants. We alsostrive to be good neighbours and to contributepositively to our local communities.1.2 We are committed to achieving the higheststandards of customer care. In order for us toachieve this, we seek feedback from our tenantsand other stakeholders. We are always gratefulfor suggestions as to how we can improve ourservices. We view complaints positively as ameans of being able to identify and makechanges and improvements.1.3 When something has gone wrong or has fallenshort of the required standards we willendeavour to take timely and appropriate stepsto put things right.1.4 Creative Support is registered with The Homesand Communities Agency (HCA) and iscommitted to meeting the regulator’s standardsin respect of its social housing properties andtenancy management as well as legalframeworksrelevanttohousing,theenvironment, health and safety, data protectionand safeguarding.Housing Complaints andCompliments (Large Print Version)Version 2Issued May 2022Approved by:
Housing Complaints and Compliments (Large Print Version)Page 2 of 192. BASIC PRINCIPLES2.1 We are committed to making it as easy aspossible for you to provide feedback to us, andto use your feedback to improve our services.2.2 Through our Complaints and Complimentspolicy, we will aim to resolve your complaintsquickly, effectively and fairly. We will pass oncomments and compliments to relevant people,departments and stakeholders.2.3 When dealing with complaints, it is our aim toresolve the complaint to your satisfaction as faras possible and leave you feeling that it washandled fairly and appropriately. The tone of ourcontact will be open, responsive and avoidunnecessaryformality.Ourwrittencorrespondence will use plain English, and willbe backed up with positive action to resolve yourcomplaint.2.4 We are committed to treating all tenants andcustomers fairly, and we take equality anddiversity into account in a positive way. We willtherefore ensure that individual needs are takeninto account when applying this policy and thatany reasonable adjustments are made asrequired.Housing Complaints andCompliments (Large Print Version)Version 2Issued May 2022Approved by:
Housing Complaints and Compliments (Large Print Version)Page 3 of 192.5 Complaints of discrimination and harassmentare taken very seriously and will be dealt withsensitively. We will take account of the nature ofthe issues raised when appointing aninvestigator.2.6 We welcome the involvement of advocates, andwhere it is felt that a complainant would benefitfrom the support of an advocate, depending onthe nature of the complaint, we will signpost youto the appropriate advocacy service.2.7 We ask that you work with us in the first instanceto let us know if you are unhappy or dissatisfiedand to give us the chance to put things right. Webelieve it is better to resolve any concerns at alocal level where possible. However, werecognise that this is not always appropriate andwe encourage people to use our ComplaintsProcedure if required as set out below. Thispolic retention,or information security, this will be investigatedby the senior member of staff with responsibilityfor data protection.11.2If you are dissatisfied with the outcomeof your complaint regarding data protection atStage One, you can escalate this to Stage Two.11.3Under the Data Protection Act, an individualis entitled to request an assessment from theInformation Commissioner’s Office (“the ICO”)as to whether Creative Support has compliedwith the requirements of the Act. The details asHousing Complaints andCompliments (Large Print Version)Version 2Issued May 2022Approved by:
Housing Complaints and Compliments (Large Print Version)Page 15 of 19to how to appeal are set out on the g.uk/make-a-complaint/ However,Creative Support is committed to trying toresolve all complaints at an early stage andencourages individuals to raise any concernswith us before contacting the ICO.12. ALLEGATIONS OF FRAUD, THEFT, OTHERCRIMES OR SAFEGUARDING CONCERNS12.1We are committed to being open andaccountable for the actions of our staff andothers acting on our behalf. If you have seriousconcerns about our staff, please come forwardand let us know. If a fraud, theft or other crimemay have been committed we will be obliged toinform the police of the concerns. If thecomplaint involves the safeguarding of childrenand/or vulnerable adults we will be obliged toreport the concerns via the local authority’ssafeguarding procedures.13. COMPLAINTSSTAFFAGAINSTMEMBERSOF13.1If you have a complaint about a memberof our staff, and our investigation finds that aHousing Complaints andCompliments (Large Print Version)Version 2Issued May 2022Approved by:
Housing Complaints and Compliments (Large Print Version)Page 16 of 19member of staff acted in such a way as to meritdisciplinary action, our normal disciplinarypolicies will apply. The amount of detail we canshare relating to internal disciplinary actions maybe limited by the need to maintain employeeconfidentiality, but we will advise you that this isthe course of action being taken.14. ANONYMOUS COMPLAINTS14.1Anonymous complaints will be investigatedas far as possible, and a record of the complaint,the investigation and outcome kept.15. DEALINGWITHPERSISTENTVEXATIOUS COMPLAINANTSOR15.1There are a small number of customers whomay be deemed by us to be a ‘persistent orvexatious complainant’ due to the behavioursthey demonstrate in pursuing the resolution oftheir complaint. For example: A ‘persistent or vexatious complainant’ displaysbehaviours/actions which are disproportionate,are harassing and repetitious.Housing Complaints andCompliments (Large Print Version)Version 2Issued May 2022Approved by:
Housing Complaints and Compliments (Large Print Version) Page 17 of 19They seek unrealistic outcomes relative to theissue being raised and state that their intentionis to persist until that outcome is achieved.They repeatedly make the same complaint withminor differences, but do not accepttheoutcome of any investigation into theircomplaints.15.2The inclusion of this section within the policyis to ensure that those customers who we deemto be ‘persistent or vexatious complainants’ arestill dealt with fairly, honestly and properly, whilstalso ensuring that the wellbeing of CreativeSupport staff and managers is not adverselyaffected.15.3There is no right of appeal regarding theimplementation of this section of the policy. Wewould, however, direct the customer to theHousing Ombudsman should they not agreewith these restrictions.15.4When a customer is being dealt with underthis section of the policy, information concerningthe restrictions will be shared with relevantCreative Support managers and staff to ensurethat they are still dealt with fairly, honestly andproperly, whilst also ensuring that other serviceusers or staff are not adversely affected.Housing Complaints andCompliments (Large Print Version)Version 2Issued May 2022Approved by:
Housing Complaints and Compliments (Large Print Version)Page 18 of 19Information about the restrictions will also beregistered on the customer’s records whilst theyareinforce.16. ROLE OF THE BOARD OF TRUSTEES16.1Details of complaints will be reported to theBoard of Trustees on a regular basis in order thatthey may have an overview of the number,trends, causes and outcomes of complaints.This will be done with a view to reducing theincidence of complaints or dissatisfaction withour homes and services and improving thesatisfaction of those using the complaintsprocedure. The Board of Trustees will receivean annual report on all complaints receivedwhich analyses numbers and types of complaint,trends, lessons learned and actions taken toprevent re-occurrence or improve our propertiesand services.17.REVIEW OF THIS POLICY17.1TheHousingOmbudsmanServicepublished a new Complaint Handling Code forLandlords in July 2020. Creative Support hasreviewed this document and we have selfassessed ourselves against the new Code andHousing Complaints andCompliments (Large Print Version)Version 2Issued May 2022Approved by:
Housing Complaints and Compliments (Large Print Version)Page 19 of 19believe that we are compliant. We will review thispolicy and our compliance on an annual basis.Housing Complaints andCompliments (Large Print Version)Version 2Issued May 2022Approved by:
By post to: Housing Complaints Officer, Creative Support, 131 Wellington Road, Wellington House, Stockport, SK1 3TS 3.2 Complaints received by Creative Support's Chief Executive will be acknowledged in writing and passed to the Housing Complaints Manager who will respond to you directly. 4. SCOPE OF THE POLICY 4.1 This policy is for:
