Complaint handling code self-assessment
How a complaint is defined
| Code section | Code requirement (from the Housing Ombudsman Complaint Handling Code) | Comply (Yes/No) | Evidence, commentary and any explanations |
|---|---|---|---|
| 1.2 | A complaint must be defined as: 'an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf,affecting an individual resident or group of residents'. | Yes | GYBC uses the Housing Ombudsman's complaint definition in our Complaints Policy. The definition used is universal across our complaints service and applies to both the Social Landlord function and non-social housing related complaints. Corporate Complaints and Compliments Policy page 2 'Definitions' |
| 1.3 | A resident does not have to use the word 'complaint' for it to be treated as such. Whenever a resident expresses dissatisfaction landlords must give them the choice to make complaint. A complaint that is submitted via a third party or representative must be handled in line with the landlord's complaints policy. | Yes | Our Complaints policy clearly states that staff will offer the tenant or leaseholder a chance to raise a complaint. The policy includes clear reference to accepting complaints from third parties that are authorised to act on the customer's behalf. Responses to these complaints will be issued directly to the authorised party. Anonymous complaints will not be accepted. See page 2 of the complaints policy: Section 'Definitions' |
| 1.4 | Landlords must recognise the difference between a service request and a complaint. This must be set out in their complaints policy. A service request is a request from a resident to the landlord requiring action to be taken to put something right. Service requests are not complaints, but must be recorded, monitored and reviewed regularly. | Yes | Detailed in the policy (page 2 'Definitons'). This is clearly defined in the policy and in other communications. |
| 1.5 | A complaint must be raised when the resident expresses dissatisfaction with the response to their service request, even if the handling of the service request remains ongoing. Landlords must not stop their efforts to address the service request if the resident complains. | Yes | Detailed in the policy (page 2 'Definitons'). We are clear that we deal with all complaints through the agreed process. |
| 1.6 | An expression of dissatisfaction with services made through a survey is not defined as a complaint, though wherever possible, the person completing the survey should be made aware of how they can pursue a complaint if they wish to. Where landlords ask for wider feedback about their services, they also must provide details of how residents can complain. | Yes | We will ensure that surveys make it clear that tenants can make a complaint separately. Where there are clear areas of dissatisfaction, the service areas will follow up with the tenant or leaseholder to either resolve issues that occurred or raise a complaint if appropriate. |
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