MCC Housing Services Complaints and Compliments Policy

Manchester City Council Housing Services Complaints and Compliments policy

Published Oct 2022

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MCC Housing Services Complaints and Compliments Policy

Introduction

The purpose of this policy is to ensure all Manchester City Council Residents (or their authorised representatives) and any other residents who are affected by a service provided by MCC Housing Operations or their contractors can raise a complaint and be confident that this will be investigated and responded to in a timely manner.  The policy sets out the process and clear guidance in how we will deal with and respond to your complaint.

Compliments & Feedback 

1. Positive comments (compliments) are valuable feedback and learning opportunities. Compliments will be recorded and the details where appropriate publicised, mainly within the organisation. This helps to reinforce positive behaviour and compliance with the organisation's service standards. 
2. Although we recognise the valuable contribution made by colleagues, this is not always recognised by way of a written compliment. Managers will therefore make time to recognise good work, especially if feedback is received directly from a Resident; encouraging the Resident to submit a written compliment if appropriate. 
3. Praising staff, recognising good work and providing positive feedback is just as important as responding to complaints. 
4. All compliments will be logged on to our in house CRM system (QL) and acknowledged with the Resident being thanked for taking the time to contact us.

 

Complaints 

What is a complaint?

In relation to this policy, we have adopted the definition of a complaint as provided by the Housing Ombudsman:

‘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’

As per the definition above, a Resident does not need to use the word ‘complaint’ for it to be treated as such.

What is a request for service?

A request for service is defined as a Resident requesting for something to be put right.  An example would include a Resident asking for their heating to be fixed or reporting anti-social behaviour.  

Reporting a fault or problem for the 1st time is not deemed a complaint.  It is however important to note that if there is failure to address the request for service, it may become a complaint.

How to make a complaint?

A complaint can be made via the channels below:

Completing a web form on our Website 

By telephone our Customer Service Centre on 03000 123 123

In person – coming to see us at the office on the days we are open

In writing - posting a letter to your local Neighbourhood Office 

 

5. MCC Housing Operations welcomes complaints so that we can learn lessons and improve our performance. We will provide feedback to Residents about the outcomes of different types of complaints and how we use that information to drive improvement of services.  
6. This policy is designed to make the process simple and accessible to all; aiming to make the overall process a positive experience for the Resident. 
7. We will investigate any complaint where it is alleged that MCC Housing Operations is: 

• • - Failing to fulfil its responsibilities stated in our policies
  • - Failing to achieve the stated local standards of service offered to Residents, 
  • - Failing to take into account matters that ought to have been considered when coming to, 
  • or implementing a decision, 
  • - Acted unfairly or with bias 

 

8. All complaints will be considered in a fair and impartial manner. Managers have a responsibility to seek advice if needed before responding to a complaint and if appropriate will consider asking a colleague, not directly responsible for the service area that is being complained about, or at a different work location, to investigate a complaint. This could be particularly helpful if impartiality or bias is being alleged, or if the complaint is about the person who would normally respond to the complaint. 
9. The person responding to the complaint will be responsive, approachable and helpful at all stages of the process, making time where appropriate to contact the complainant personally by telephone or face to face to discuss their concerns prior to, or as part of their investigation. 
10. MCC Housing Operations ensure close working relationships with its partnering contractors. When a complaint is received involving their performance, we will work together to produce a response so that all parties agree and learn lessons from the complaint. We will make sure that any complaint involving compensation is resolved quickly between all parties.
11. All complaints will be taken seriously and acted upon regardless of perceived severity. We will also carry out periodic analysis of the reasons Residents contact us and monitor this information for any trends in dissatisfaction with the service. 
12. We will accept complaints from advocates acting on behalf of Residents providing they are authorised to act on the Resident’s or Residents’ behalf. 
13. It is not necessary for complaints to be made in writing, although the person listening to the complaint may choose to keep a written record of the complaint in addition to recording this on the central logging system. All formal Stage 1 and 2 complaint responses will be made in writing, which could include email, using plain language and avoiding the use of technical jargon wherever possible. 

Responses will be concise. If appropriate, especially where complex issues need to be explained, we will talk directly to the complainant about the outcome of the investigation prior to sending a written response. 

14. Whilst we aim to make sure that satisfaction with the complaints process is high, we recognise that not all complaints are upheld. This can have an impact upon the Resident’s overall perception of the way they feel their complaint has been handled. We will take this into account when reviewing satisfaction. 
15. MCC Housing Operations recognises that it can be a daunting experience for some Residents to pursue a complaint, especially if they are worried about how it will be received, or if they feel anxious about the potential outcome. We will approach complaints in a positive and proactive manner, communicating empathy and concern to the complainant. We will treat complainants with respect, taking into account Residents’ individual communication needs. 

We will consider where possible the capacity of the Resident to understand the process and / or the outcome of the investigation; and if necessary seek additional support for the Resident to support communication e.g. working in partnership with interpreters, carers or support agencies. 

16. Where complaints are received relating to other services of Manchester City Council or a third party, we will actively assist the Resident and direct them to the relevant person who can deal with their complaint. We will do this by liaising with the relevant department within Manchester City Council or the third party and informing the Resident of the action that we have taken to assist them. In the case of dealing with a particularly vulnerable Resident we will take steps to ensure that the Resident is provided with appropriate assistance throughout the process. 
17. The person responding to the complaint will take ownership of all aspects of the complaint and generally co-ordinate a single response for the Resident, agreeing with them what remedial action needs to be taken within an agreed timescale. Where agreement cannot be reached this needs to be explained and full reasons given. 
18. Where it is decided that different and distinct elements of the complaint dealt with by way of separate resources, this should be clearly communicated to the Resident at all stages – even when an extension of investigation needed. 
19. Complaints are treated as a valuable source of feedback and will be used to make sure lessons are learned from mistakes or omissions. We will provide explanations when something goes wrong and offer an apology if appropriate; and if necessary compensation or reimbursement in line with the Housing Operations compensation policy.  The numbers and type of complaints will be publicised on our website and we will monitor trends in complaints to make sure overall performance, including the work that our contractors and sub-contractor’s carryout, continually improves, ensuring a ‘right first time’ approach. 
20. We will advise our Residents of their right of appeal when informing them of the outcome of their complaint.
21. Occasionally a complaint or contact with a Resident arises from a series of recent contacts initiated by the Resident expressing dissatisfaction with a “live” situation that is still unresolved. In situations like this, where despite the best efforts of front facing staff the issue is proving difficult to resolve, staff are empowered to escalate the issue. 
22. Complaints made via the Housing Advisory Board, MP or Councillor enquiries will be recorded on the central complaints logging system and investigated in line with this policy. 
23. The quality of our complaints handling is important and a sample of complaints will be monitored regularly by the Resident element of our Housing Advisory Board and Senior Leadership Team. 

The panel will feedback to the necessary service area Managers with their findings so that lessons can be learned and, if necessary, training needs identified. Feedback will also be used to inform the policy and procedure planning and review process. The Senior Leadership Team and Resident Experience Manager will also monitor trends and track the outcome of complaints to ensure lessons learned are shared across the organisation and with partners, and that improvements are embedded. 

24. Ombudsman complaints will be dealt with according to separate arrangements agreed with MCC Housing Operations. Responses will always be signed off by the relevant Director. 

Exclusions

Complaints that will not be accepted by Housing Operations include:

26. We will not normally investigate complaints where the matter being complained about is or has been the subject of legal proceedings. This is due to the matter at hand being dealt with by a legal representative.  If this is the case the complainant will always be directed to the specific individual dealing with their legal case.

We will not open a complaint regarding the same issue up to 6 months after their previous complaint has been concluded.  The only time this would be considered would be if the case involved any safe guarding issues or was a health and safety risk.  Following completed complaints where the complainant is unhappy with the result they are welcomed to take their complaint to an independent party (normally the Housing Ombudsman Service) and this service will request any concerns on their behalf if eligible.

If we do not accept a complaint, we will provide a detailed explanation why the matter isn’t being considered as part of the complaints policy. As stated above residents will have the right to take the decision to the Housing Ombudsman if they do not agree.  

 Vexatious Complaints 

27. From time to time we receive complaints from people who are dissatisfied or unwilling to accept the outcome of an investigation even after that decision has been reviewed and appealed. There are also some Residents who persistently make complaints which are malicious and/or without foundation. In cases where people continue to complain without reasonable cause, MCC Housing Operations has a procedure to ensure fairness and consistency is applied across the organisation and to make sure resources are appropriately directed to dealing with genuine complaints. 

Anonymous Complaints 

28. It is good practice to investigate and respond to all complaints even if the source of the complaint is unknown in order to identify possible areas for service improvement. Therefore, anonymous complaints must be dealt with using the normal complaints process and the manager involved in responding must keep a copy of the complaint on file together with details of the action taken. This is in case the complainant comes forward at a later date or a similar complaint is made by another Resident.

 

 

 

Complaints process and timescales

Stage 1 - Investigation

The first step would be a formal investigation and will be assigned to the appropriate manager or team to investigate.  This will involve collating all evidence, speaking to all relevant people involved and providing a full written response.

The complaint will be 

- acknowledged within 5 working days 

- a written response will be provided within 10 working days. 

- if a response within 10 working days is not possible the Resident should be contacted to explain the reason for the delay and be given a date when they can expect a final response.  

We will address all points raised in the complaint and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.

Stage 2 – Review

If a Resident remains unhappy with the stage one response they can ask for a review within 28 days of the decision. This review must be carried out by a senior manager.

The complaint will be 

- acknowledged within 5 working days 

- a written response will be provided within 10 working days. 

- if a response within 10 working days is not possible the Resident should be contacted to explain the reason for the delay and be given a date when they can expect a final response.  

We will address all points raised in the complaint and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.

Our ‘stage 2’ response will be our final response to the complaint and the end of our internal complaints process.  If residents are still not happy with the final response received, they can progress their complaint further through to the Housing Ombudsman.

Independent Review - Housing Ombudsman

If a Resident remains unhappy with the final response or the way their complaint has been handled, they can go directly to the Housing Ombudsman Service. The responding individual will always make the contact details for the Housing Ombudsman visible in any responses sent.

Housing Ombudsman is a free, independent and impartial service and can be contacted via:

Website: Home - Housing Ombudsman (housing-ombudsman.org.uk)

Tel: 0300 111 3000

Email: info@housing-ombudsman.org.uk

Address: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ

Performance Standards

• The overall service standard for responding to complaints places emphasis on doing what is right, such as reaching a mutually agreed timescale with the complainant for providing a full response where necessary, rather than providing a poor quality response to a complex complaint within 10 working days. Quality as well as time is an important issue. 
• We will communicate with complainants face to face or by telephone in all cases where it is appropriate and practicable to do so. 
• We will publicise the numbers of complaints we receive as well as the nature and outcomes of complaints received on at least an annual basis on our website.
• All compliments and complaints will be recorded and we will monitor lessons learned to ensure they are embedded in the organisation. 
• The HAB will review a sample of complaints and provide feedback on the quality of the responses direct to the author and their line manager to improve performance and Resident satisfaction with the outcome of the process. The panel will also monitor trends to ensure that lessons are learned and ensure this is communicated across the organisation. 
• The HAB will receive a quarterly report, summarising all compliments and complaints received. 
• We will benchmark our performance with other housing providers to better understand the effectiveness of our policy and procedure and how this can be improved. 
• On an annual basis we will map the journey experience of a sample of Residents who choose to use our complaints procedure and use this information to continually improve the experience of future Residents who choose to make a complaint. 

Equality and accessibility

Manchester City Council Housing Operations will ensure that this policy is applied fairly to all our residents. We will not directly or indirectly discriminate against any person or group of people because of their race, religion, gender, marital status, sexual orientation, disability or other grounds set out in our Equality, Diversity and Inclusion Policy.

We offer opportunities for complaints to be made in different ways that are accessible for all and we offer help in accessing the process if it is needed.

All decisions will be based on evidence and facts so they are free from bias and impartial.

All decision letters will clearly set out the reasons for the decision and any further action to be taken.

An Equality Impact Assessment has been carried out on this policy.

Wherever reasonably practicable, adjustments will be made to the complainant’s communication needs, for example:

• offering home visits where appropriate, especially for elderly, disabled
• or vulnerable Residents;
• engaging and working with support or care workers, especially when meeting
• with Residents or arranging home visits;
• offering the services of the translation and interpretation services as per
• MCC policy, including the use of a BSL signer.
• offering a choice of male or female investigating officer where this is practicable and the circumstances warrant it.

Complaints Procedure and Guidance 

This procedure should be read in conjunction with the Compliments and Complaints Policy. Our procedure is a clear step-by-step system that lays down what we must do at each stage, and when we will do it.

Stage 1 Formal Complaint

This can take the form of a verbal or written complaint. Attempts should be made to deal with the problem informally - straight away, but if this is not possible the complaint needs to be logged on the central logging system and a written response will need to be sent to the Resident.

Complaints can be made online via the website, office or by telephoning and asking for a form to be sent in the post. We can also receive complaints by hand written letter.

Complaints will be

• acknowledged within 5 working days
• a final written response will be provided within 10 working days.
• if a response within 10 working days is not possible the Resident should be contacted to explain the reason for the delay and be given a date when they can expect a final response.

Stage 2 Review

If a Resident remains unhappy with the response they can ask for a review within 28 days of the decision. This review must be carried out by a senior manager. The timescale for a response is the same at stage 1.

Independent Review

If a Resident remains unhappy with the final response or the way their complaint has been handled, they can go directly to the Housing Ombudsman Service. The responding individual will always make the contact details for the Housing Ombudsman visible in any responses sent.

Personal Contact with the Complainant 

1. Residents have told us that they appreciate a personal contact when making a complaint. Therefore, the presumption is that the officer investigating the complaint will speak to the complainant, either face to face or by telephone. 

Exceptions to this would be where such contact would be inappropriate for health and safety, legal or operational reasons; or, in the case of independent review where the case is no longer being dealt with by us as an organisation. 

2. When acknowledging a complaint, it is important to read it first; check if the complaint is still a live issue (e.g. no heat or hot water) and if necessary check to see if the issue is being dealt with before acknowledging it. If it is already being dealt with, then it is good practice to recognise this and make very brief reference to it in the acknowledgment. If however there is no action being taken then sending an acknowledgement may be inappropriate. Fast tracking the complaint or contacting the complainant directly to clarify the issue and then arranging access to a service would be the most helpful response in this instance, prior to sending an acknowledgment letter. 
3. The initial contact should be used to clarify the complaint, but if appropriate can be used as part of the investigation, for example if it is necessary to visit the Resident at home to carry out an inspection. 
4. All contacts must be recorded on the central in house complaints system within 10 working days. This includes where unsuccessful attempts have been made to contact the complainant. 
5. Standard template letterheads must always be used because they also contain statements that are consistent with good practice. 
6. It is important that a complainant knows the name of the person who will be dealing with their complaint, including their direct telephone number and email address. The investigating manager will be their main contact for dealing with all elements of the complaint and they will act as a co-ordinator with other service areas to obtain information to provide one response that addresses all of the issues. The main issue of a complaint is usually a good indicator for deciding which manager is best placed to investigate and coordinate a response. 
7. Where it is decided that different and distinct elements of the complaint dealt with by way of separate resources, this should be clearly communicated to the Resident. 
8. If the complaint involves services delivered by an agency, we will take ownership of the complaint and co-ordinate a response. Where a different approach is adopted this will be clearly communicated to the complainant. 
9. If the complaint involves the services delivered by another department within Manchester City Council or a third party, we will assist the Resident and direct them to the relevant person. We will do this by keeping a record of the complaint and details of the action we have taken to support the Resident. This might involve contacting the Council or third party agency to handover helpful information to avoid the Resident having to repeat them. It might also include communicating specific details to the Resident about who is going to be dealing with their complaint, when and how, as well as the contact details for the person who is going to be investigating their complaint. 
10. Where we receive a relevant complaint forwarded from the Manchester City Council central complaints team or a third party agency, we will deal with it in accordance of Housing Operations Complaints and Compliments Policy. 
11. If all or part of the complaint relates to an agency not providing services on behalf of Housing Operations, the investigating officer will need to decide whether to refer the complainant to that agency. If so, this needs to be clearly communicated to the complainant. 
12. When a complaint is acknowledged the name of the person leading the investigation and providing the substantive response, usually the manager of that particular service area, should be clearly indicated. This name should not generally be changed as it can be confusing and misleading to the Resident or ay be interpreted as the complaint not being taken seriously by the manager responsible. If at a later stage it is decided that someone else is going to carry out the investigation and write a response this needs to be clearly communicated to the complainant. 
13. All responses to complaints should be concise and consistent with the good practice in communication contained on the website.

 

Escalation of complaints stage

If an attempt is made at stage 1 of the procedure to resolve the problem without success, this should be escalated straight away on the request of the resident.

All managers are empowered to escalate the issue to a higher level for urgent action if they are unable to resolve the problem locally within a reasonable timescale. This could include escalating the issue to Director level.

The key here is not to delay escalation but to escalate the matter immediately. The types of cases that might fall into this category are where 2 or more of the

following apply:

• Multiple failure of a contractor or sub-contractor to complete and the

problem is still unresolved, and where this is having a seriously detrimental

impact

• Where particularly vulnerable Residents are involved

• Where multiple households are affected

• Where there is a current risk to health and safety

The number of complaints will be monitored so that serious service failure can be addressed to prevent a reoccurrence.

 

Vexatious Complaints

False allegations should be dealt with firmly. If a complaint is found to be malicious then action against the complainant should be considered. Complainants who remain dissatisfied after stage 2, should be advised to contact the Housing Ombudsman Service.

Equally if it is apparent after stage 1 that a resolution is unlikely to be achieved then the complainant be advised to refer their complaint directly to the Housing Ombudsman rather than be expected to go through stage 2 of the procedure. This approach is unusual and therefore needs to be authorised by the appropriate Senior Leader.

Some complainants persist in making complaints which are malicious and/or without foundation. If the persistence is unreasonable and frequent then a written warning can be authorised and issued by a senior manager. The warning should state the reasons why it is being issued and advise of the consequences if the behaviour continues. If the situation persists then appropriate and proportionate sanctions can be imposed.

Options available include:

• Insisting upon contact in a particular form (for example, letters only);

• requiring contact to take place with a named officer;

• restricting telephone calls to specified days and times;

• asking the complainant to enter into an agreement about their future contact.

In all cases we will write to the complainant to tell them our decision, why we believe their behaviour falls into this category, what action we are taking and the duration of the action (normally six months, after which a review will be carried out).

There is a right of appeal against the decision to impose sanctions to the Director of the service area imposing the sanction. The Director will review and make their decision based on the evidence already available i.e. there is no requirement for an investigation at this stage to collect further evidence to support a decision.

 

Anonymous Complaints

From time to time we will receive anonymous complaints which will make it impossible to respond to the complainant. However, any anonymous complaint received by Northwards should be investigated using the normal complaints process and a response recorded of the action taken.

The original complaint and a copy of the response should be kept on a file by the relevant manager. The reason for keeping and responding to anonymous complaints is in case the complainant comes forward at a later date or a similar complaint is made by another Resident.

 

The role of the Housing Advisory Board (HAB)

The HAB will meet approximately every six weeks to review the quality of complaints handling and the overall performance on complaints, amongst other performance data.

The board will be chaired by the Director of MCC Housing Operations and supported by the Senior Leadership Team.

In regards the complaints process – 5 members of the HAB are Residents of MCC- this gives the organisation some scope to have complaints responses scrutinised and learning from viewed in a fairer more productive way. In terms of complaints their focus is:

1. To oversee the complaints process and ensure Resident complaints are handled effectively.

2. To review performance against targets and recommend action for improvement to Northwards and its partner organisations and contractors.

3. To review a sample of complaints each quarter (at stages 1 and 2) to ensure that the root causes of problems have been identified, that action is taken to tackle any underlying issues and the quality of the response meets with the policy and Resident service standards

4. To identify any trends or patterns and ensure action is taken to address any weaknesses to improve processes and provide better outcomes for the Resident.

5. To review compliments to see what is going well.

The composition of the Board members includes Senior Managers, Councillors, Residents, Co-optees and independents.

Full training will be provided to Board members and, although complaints will be anonymous, all members are expected to sign and uphold a confidentiality agreement.

 

Learning Lessons from Formal Complaints

The investigating manager is responsible for updating the in house CRM complaints system with the outcome of the complaint once it has closed and this includes updating the lessons learned section.

Every upheld formal complaint must be updated with an outcome of the lessons learned. There may also be examples of complaints that are not upheld that still involve learning, especially around areas of communication. These should capture lessons learned to ensure the root cause of the issue is identified and addressed so we avoid merely responding to a single occurrence or worse a series of similar complaints.

Whether we can learn lessons from complaints may not always be immediately apparent. Managers should empathise with the Resident and ask themselves the following questions:

• What was the underlying cause of the complaint?

• Was it avoidable? If so, how?

• Was the complaint caused by a failure in a process or system or by the behaviour

of an individual?

• What motivated the complainant to go to the trouble of making a complaint? What

were they most upset by and could this aspect of their complaint have been

avoided?

• When the Resident complained informally was the problem dealt with at the first

point of contact and did we get it ‘right first time’? If not, why?

• Is this a failure of another party?

• Is this the first time a complaint of this nature has been received?

• What could be changed to prevent a reoccurrence?

It doesn’t matter that the change required is so big that a manager cannot implement it alone. It is however essential that the issue is identified and logged, irrespective of any personal feelings a manager has that something cannot be changed or improved. It is for the organisation as a whole to decide what it can change from lessons learned, not just the individual manager, and this can range from modest improvements such as changes in policy, practice and procedure to more radical changes such as reviewing and implementing a new service.

Sharing lessons learned is also an important mechanism for improving performance. Opportunities for raising awareness and sharing information can be built into team meetings, training and featured in employee newsletters such.

Support for complainants

At all stages the complainant must be informed of their right to take the complaint further if they remain dissatisfied with the response. They should be provided with the name of the person to contact if they wish to take the matter further.

When dealing with complaints we must be aware of individual Resident needs. Wherever reasonably practicable, adjustments should be made regarding complainant’s communication needs, for example:

− offering home visits where appropriate, especially for elderly, disabled or

vulnerable Residents;

− engaging and working with support or care workers, especially when meeting

with Residents or arranging home visits;

− offering the services of the translation and interpretation services as per

MCC policy, including the use of a BSL signer.

− offering a choice of male or female investigating officer where this is practicable and the circumstances warrant it.

When dealing with complaints from someone advocating on behalf of a Resident (this could be a solicitor, a friend, a family member, or a neighbour, we need to make absolutely sure that the advocate has the authority to act on behalf of the complainant. We must take reasonable steps to verify the identity of the advocate and check with the complainant that the advocate has the authority to act for them.

Whilst it is generally safe to assume people in official positions who write to Housing Operations will have the authority to act, it may not be the case, especially for relatives or others claiming to be associates. Staff should make a judgement, on a case by case basis; whether to seek clarification by contacting the complainant directly or act if they are satisfied that it is reasonable to act on the advocate’s request.

Sometimes Residents are reluctant to complain, fearful perhaps of being seen to cause trouble. Equally family members may be upset if someone close to them someone for whom they may be a carer, for example, has experienced a poor service. Family and friends might also want to avoid further unnecessary distress to the complainant which is why they are advocating on their behalf. All these reasons are perfectly reasonable and whilst caution must still be exercised, achieving the most satisfactory outcome for the Resident is the main priority.

At this stage both therefore both the complainant and the advocate are Residents. Providing it does not involve the release of sensitive information, there should not be a significant delay when seeking to verify a particular advocate’s authority to act, and it will very much depend on the urgency of the situation. If the advocate is acting without the complainant’s knowledge a similar judgement needs to be taken on whether this is reasonable given the personal circumstances of the complainant e.g. if the Resident is vulnerable for example and or unable to complain directly.

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Appendix 1

Our Complaints Procedure

Stage 1

Fill in our complaints form on-line. If you are unable to complete an online form, we will be more than happy to go through this with you over the phone by calling 03000 123 123. You can also contact us to request a form by post. We will acknowledge your complaint within five working days. One of our management team will investigate the problem and give you a full response within 10 working days or, if that's not possible, explain why there is a delay. We will always try to speak to you before we write to you with the outcome of our investigation. The vast majority of complaints are sorted out by this stage, but if you are not happy with the solution we offer, you can take the complaint further.

Stage 2

If you have had a response, but are still unhappy, you can request for your complaint to be looked at by one of our senior leadership team. They will review the case and respond to you in the same timescales (acknowledgment within five days, full response in 10).

Independent review

If you still aren’t satisfied following our two internal stages, you can ask to have your complaint reviewed independently of Northwards Housing. This can be done by your local MP or a local Councillor.

Most cases are resolved within our process but if you are still not satisfied, you can contact the Housing Ombudsman and ask them to review your complaint. The Ombudsman will only do this after you have been through our internal process.

What you can expect from us

• Your complaint will be dealt with fairly and in confidence.

• We will apologies where there has been a service failure.

• We will learn from the mistakes we have made to improve our service and processes.

• Cascade regular information about our complaints performance and how lessons learned have helped us improve our service in response to complaints received.