Customers

The Housing Ombudsman introduced the ‘complaint handling code’ in July 2020 which set out good practise that will allow landlords to respond better to complaints. These are mechanisms put in place to closely monitor and scrutinise the complaints processes of Landlords.

Complaint Handling Code:

This code was issued in July 2020 and was a direct response to the experiences of the Ombudsman when dealing with landlords.  They found that there were delays in landlords engaging with residents, complaints not being accepted or escalated, and delays in engagement and providing information from landlords.

The key areas of the code are:

• Universal definition of a complaint
• Providing easy access to the complaints procedure and ensuring residents are aware of it, including their right to access the Housing Ombudsman Service
• The structure of the complaint’s procedure – only two stages are necessary and clear timeframes set out for responses
• Ensuring fairness in complaint handling with a resident-focused process
• Taking action to put things right and appropriate remedies
• Creating a positive complaint handling culture through continuous learning and improvement
• Demonstrating learning in Annual Reports.

Click on the link below to read the full document

How will you handle my complaint?

Stage 1

When we receive a complaint, we will:

Let you know within 2 working days that we have received it.
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Tell you the name of the person who is dealing with the matter.
Contact you to discuss your complaint within 3 working days of the complaint being received.
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Write to you within ten working days of the complaint being received to explain our findings. We will also tell you what action we will take if any.

You can watch this video with more details

Stage 2
Complaints Panel

If you are unhappy with the outcome of stage 1 you should let us know within twenty working days and your complaint will be dealt with by a Complaints Panel.

Please note there is a requirement for the complainant to put in writing the reasons why they wish their complaint to be escalated to a Stage 2

We will:

Set up a Complaints Panel meeting within twenty working days of your request to appeal the outcome of stage one. The Panel will consist of three customers that are members of the Customer Panel and normally the Director of Operations unless he or she has had any involvement in the matter in which case another member of the Executive Team will take his or her place.
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Advise you about the Complaints Panel. In some cases, we will ask complainants to submit a summary of their complaints.
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Give you the chance, at the Panel to present your case. You can bring an advocate, such as a relative along with you. We only ask that any advocate is not acting in a legal capacity. The Panel will hear the case and ask you questions.
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Advise you within 5 working days of the Panel of our decision, subject to any further investigation being required.

How can I take my complaint further?

If you remain dissatisfied following our internal two-stage process you can contact the Housing Ombudsman Service if you want to take your complaint further. The Ombudsman is an independent organisation that deals with disputes between tenants, service users and their landlords. They would expect you to have followed the two stages in our complaints procedure before contacting them.

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The Housing Ombudsman address is:

Housing Ombudsman Service
PO BOX 152
Liverpool L33 7WP
Telephone : 0300 111 3000
(lines are open Monday to Friday from 9:15 to 17:15)
Email: info@housing-ombudsman.org.uk

What will you do differently
because of my feedback?

We will consider all complaints and compliments and decide how we can improve our services. We will let you know what changes we are making through our “Feedback” newsletter and through our website.

Reports will also be made to the Manningham Board and to the Customer Panel with recommendations for any improvements.

…please share your view with us. We are committed to providing excellent services for all our customers and we like to hear from you how we are doing.

If you think we have got it right please tell us what we have done to make you a happy customer by sending us a compliment in the form below.

If we have failed to do something for you or correctly, have not been helpful and courteous to you, have given you wrong information or have treated you unfairly then you should contact us to let us know so we can put it right and ensure it doesn’t happen again.

A request for a service, such as a request for a repair is, however, not a complaint. This would only become a complaint if we failed to deal with it properly.

If you have a compliment or complaint, you can contact us via email, phone, social media, in writing, in person, or please fill in the form below. Click here for the contact page