Complaints & Compensation

Complaints and compliments

We deal with hundreds of individuals and organisations each week. We seek to provide the best possible level of services. And, the feedback we receive shows a high level of satisfaction with the way we work. However, sometimes we get it wrong and we are always looking at ways to improve upon what we do. We positively welcome suggestions for improvement and change so we can stay at the forefront of service provision. If you have a compliment about our service please write to, telephone or email our head office (you can find the contact details on the back page). It is important to know when we are doing things well. By encouraging people to make compliments, criticisms or comments we can find out how to put things right and continue to improve.

The aim of this leaflet is to describe how you can let us know if you are not happy with our performance and what we will do to try and deal with any problem you raise.

What is a complaint?

We see a complaint as any expression of dissatisfaction about the standard of service, actions or lack of action by us or our staff or contractors where our initial response to the problem has not proven satisfactory. (Many problems can result from a simple misunderstanding).

We do not initially consider a request for a service (for example, a maintenance report) or a problem with another tenant as a complaint unless you then have reason to complain about the way we are dealing with it. (We have separate, detailed policies about reporting nuisance, harassment, racial harassment and anti-social behaviour. You can get these from our main office or on our website.)

We cannot respond to anonymous complaints. However, we can use all your comments and feedback to influence our service to you.

In registered care and support schemes the Commission for Social Care Inspectorate or Supporting People teams will look at formal complaints.

We or the Housing Ombudsman Service cannot deal with some complaints - for example, complaints about housing benefits. In these instances we will refer you to the appropriate organisation so they can deal with your complaint. We cannot deal with complaints that have or are being dealt with by legal proceedings or some contractual process e.g. arbitration.

How do I complain?

Anyone can complain. You don t have to be a tenant. You might be applying for housing, a member of the general public, a neighbour of accommodation we manage or an individual or organisation we do business with. We will treat appeals against any decisions we have made in the same manner as complaints. We have produced a complaints & appeals form which we will use to record all complaints and appeals that we receive. Please use this form if you can as it will make it easier to report your complaint and for us to deal with it. However, you can also report your complaint to us over the phone or in person. You must complain within three months of the problem taking place.

Stage one Initial complaint

In the first instance try again to reconcile the issue with the person you are dealing with. Make it clear you are unhappy with their response and we will treat the matter as a complaint. A complaint at this stage may be made over the phone or face to face but is best HMG8 APPEALS COMPLAINTS COMPLIMENTS.doc Housing Policy Manual to put it in writing [preferably using our complaints form]. We will acknowledge your complaint within 2 working days from the date received and tell you who is dealing with it. We will record your complaint and respond in writing within 10 working days. If we cannot sort your complaint out within 10 working days we will write and let you know the progress of your complaint within the same 10 working days. We will keep you informed of progress at least every 20 working days after the initial 10 day response time. If the matter isn t dealt with to your satisfaction you should let the person you are dealing with know that you wish to take the complaint further and ask for the name of their line manager. You will see the timescales for the responses under each stage heading.

Stage two If you are still unhappy

If you are still unhappy with our response under stage one of the procedure please address your complaint to the line manager of the person you have been dealing with. You must complain to the line manager within three months of receiving your response at stage one. We will acknowledge your stage two complaint within 2 working days of its receipt and tell you who is dealing with it. We will record your stage two complaint and we will also try to take action upon it immediately or within no more than 10 working days.

If it hasn't been sorted out beforehand, we will write to you within a maximum of 20 working days to let you know what progress we have made. Some problems are simple to sort out but others can be complicated or need lots of investigating. We will deal with your complaint as quickly as possible and keep you informed of progress until we have dealt with the matter. If appropriate we will also consider the use of an independent mediator to help sort out the complaint out at this stage.

Stage three appeal to board members

If you are dissatisfied with the outcome of stage two you can appeal to members of the Society s board within three months of receiving the manager s decision. Preferably you should give the reasons for your appeal in writing. If this is not possible, you can telephone or meet to give your reasons to the officer who will be preparing a report for the board members. We will aim to prepare the report within 20 working days of receipt of your appeal, or keep you informed if this timescale is not possible. You will have the opportunity to see the report and comment upon it before it goes to board members. Preferably you should do this in writing. However, if this is not possible you can telephone or meet the officer to give your feedback on the report.

Within 20 working days of receiving your final comments upon the report we will aim to arrive at a decision by board members. If you want to see board members to present your appeal in person, a meeting will be arranged. We will let you know the outcome within 5 working days of the board members decision.

Stage four referring your complaint to the Ombudsman

If you have exhausted the Society s complaints procedure (up to and including stage three) and feel the matter has still not been resolved, or that a serious injustice has taken place, you can apply to the Housing Ombudsman Service (HOS) at:
81 Aldwych, London, WC2B 4HN
Tel: 020 7421 3800
Email: info@housing-ombudsman.org.uk,
Minicom: 020 7404 7092.

You can get a leaflet explaining the role of the HOS and how to make a complaint to them from our offices. Please note that the Housing Ombudsman will not normally deal with complaints until our internal procedures have been exhausted.

Compensation

In certain circumstances, where there has been a loss of facilities or services, damage to personal property or failure to meet maintenance performance targets, we may pay compensation. We will look at each case and offer compensation if appropriate. We may do this without you having to make a claim.

Unreasonable behaviour or demands

In pressing complaints some complainants may become aggressive to staff, which is unacceptable. Others may put unreasonable demands on the service to the disadvantage of other customers or they may continue to disagree with the action or decision taken by us and persist in raising the same issue, taking up a disproportionate amount of time and resources. In any such cases we may decide to restrict complainant contact with the service or with staff. We will notify complainants in writing, with reasons, of any such temporary or permanent restrictions and we will explain the right to appeal, such a decision to a Granta Director who was not involved in the original decision.

Racial & Religious Harassment Policy

Racial & Religious Harassment Policy

Anti-Social Behaviour Policy

Anti-Social Behaviour Policy Statement

Granta Housing Society, Head Office, 1 Horizon Park, Barton Road, Comberton, Cambridge CB23 7AF. Tel: 01223 576756. Fax: 01223 576750.