Complaint handling code self-assessment

Landlords must have a single policy in place for dealing with complaints covered by this Code. Residents must not be treated differently if they complain. 

The Council updated the policy in November 2024 to align with both the Housing and Local Government and Social Care Ombudsman. The previous policy appendix for the Social Landlord Service has been removed.

Residents who complain are not treated differently.

Policy in place - https://docs.great-yarmouth.gov.uk/article/10857/Corporate-complaints-and-compliments-policy

The early and local resolution of issues between landlords and residents is key to effective complaint handling. It is not appropriate to have extra named stages (such as 'stage 0' or 'informal complaint') as this causes unnecessary confusion. 

Where a landlord's complaint response is handled by a third party (e.g. a contractor or independent adjudicator) at any stage, it must form part of the two stage complaints process set out in this Code. Residents must not be expected to go through two complaints processes.

Landlords are responsible for ensuring that any third parties handle complaints in line with the Code.  

When a complaint is logged at Stage 1 or escalated to Stage 2, landlords must set out their understanding of the complaint and the outcomes the resident is seeking. The Code will refer to this as "the complaint definition". If any aspect of the complaint is unclear, the resident must be asked for clarification. 

This requirement was included in the training and template for acknowledging complaints.

See page 5 of the complaints policy: Section 'Complaint stages' and 'Complaint Investigation'

When a complaint is acknowledged at either stage, landlords must be clear which aspects of the complaint they are, and are not, responsible for and clarify any areas where this is not clear.

This requirement was included in the training and template for acknowledging complaints.

See page 5 of the complaints policy: Section 'Complaint stages' and 'Complaint Investigation'

At each stage of the complaints process, complaint handlers must:  

a. deal with complaints on their merits, act independently, and have an open mind;  

b. give the resident a fair chance to set out their position;  

c.take measures to address any actual or perceived conflict of interest; and

d. consider all relevant information and evidence carefully.

Requirements included in training.

See page 5 of the complaints policy: Section 'Complaint Investigation'

Where a response to a complaint will fall outside the timescales set out in this Code, the landlord must agree with the resident suitable intervals for keeping them informed about their complaint.

Requirements included in training.

See page 5 of the complaints policy: Section 'Complaint Investigation'

Landlords must not refuse to escalate a complaint through all stages of the complaints procedure unless it has valid reasons to do so. Landlords must clearly set out these reasons, and they must comply with the provisions set out in section 2 of this Code.

The policy states that escalation to Stage 2 will not be accepted more than six months after the Stage 1 complaint response.

See page 3 of the complaints policy: Section 'Complaints'

A full record must be kept of the complaint, and the outcomes at each stage. This must include the original complaint and the date received, all correspondence with the resident, correspondence with other parties, and any relevant supporting documentation such as reports or surveys.  

Internal case management process includes this. Relevant supporting documentation, reports or surveys will be held on property files not as part of complaint management.

Landlords must have processes in place to ensure a complaint can be remedied at any stage of its complaints process. Landlords must ensure appropriate remedies can be provided at any stage of the complaints process without the need for escalation.

The Council has a specific policy for dealing with abusive, persistent or vexatious complaints and complainants policy - https://www.great-yarmouth.gov.uk/commentscomplimentsandcomplaints  - this is referenced on page 3 (2.7) and section 13 - Reference Documents on page 9 of the Complaints policy and can be found using this link:

Dealing with abusive, persistent or vexatious complaints and complainants policy - Great Yarmouth Borough Council documentation (great-yarmouth.gov.uk)