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What happens after you Complaint
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​7. Stage 1 - Investigation
We always aim to resolve a complaint immediately and If we can’t resolve it for you immediately, it becomes a stage 1 complaint. We will log and acknowledge your complaint by writing to you or via email within 5 working days, outlining our understanding of the complaint, the outcome required and any exceptions. If the complaint or any part of it is not clear to us, we will seek clarication with the resident.
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A full written detailed and clear response will be send within 10 working days of acknowledgement and addressing each item of your complaint. If we need more time, we will explain why and agree a revised timescale (no longer than an additional 10 working days).We will also inform residents in writing of their right to contact the Ombudsman an details will be shared with them
8. Stage 2
If you are unhappy with our response, you can request that your complaint
is reviewed at Stage 2 within 20 days of our stage 1 response.. The
complaint will be reviewed further by a manager. We will write down our findings and what we have done about your complaint. You should receive a
full clear and detailed response within 20 working days, addressing every issue you raised.. If more time is required, we will let you know and provide a new target date (up to 10 additional working days). After Stage 2, your complaint will be considered closed within our internal
process
9. Compensation
If you feel that you are out of pocket or inconvenienced because of the issues you faced leading up to your complaint, you can request compensation.
Please consider what you think is a fair amount of compensation for losses
and this will be looked at as part of resolving your complaint.
Compensation is not a default outcome from any complaint.
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​10. What if I'm still not satisfied
If you are still unhappy after our final response, you can refer your complaint
to the Housing Ombudsman Service for independent investigation.
It's a free, independent and impartial service that helps to resolve complaints. You have the right to contact the Housing Ombudsman Service at any time during the complaint process.
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Housing Ombudsman Service
PO Box 1484, Unit D, Preston PR2 0ET
Phone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk
11. Accessibility and Awareness
​This complaints policy, including information about the Ombudsman and this Code.will be accessible and publicised via our website. We will include it in tenant handbooks, welcome packs, newsletters, our offices and other regular communications and will also be available in paper or electronic form on request.
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12. Learning from complaints
Every time we resolve a complaint, we reflect on it and identify lessons to be learnt, identify any trends and recurring issues. This helps us to improve our services and prevent recurring problems or issues. We will share the lessons learned with service users and staff.
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13. Third Parties
We as the landlord are responsible for ensuring that any third parties handle complaints in line with the Housing Ombudsman complaints Code.
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​​This policy is reviewed annually, or sooner if required by changes in
legislation or Ombudsman guidance
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14. Unacceptable behaviour
We have a duty to protect the welfare and safety of our staff. We understand that people can become angry when they feel that a complaint or matter about which they feel strongly are not being dealt with as they wish. If that anger escalates into aggression towards our staff, we consider that unacceptable.
Any aggression or abuse directed towards our staff will not be tolerated.
Aggressive or abusive behaviour includes language (whether verbal or written) that may cause staff to feel afraid, threatened or abused and may include threats, personal verbal abuse, derogatory remarks and rudeness. The use of swear words in written or verbal communication will not be tolerated and these communications will not be responded to. Swearing at members of staff will not be tolerated.
We also consider inflammatory statements, remarks of a racial or discriminatory nature and unsubstantiated allegations, to be abusive behaviour
We have an unacceptable behaviour in place which staff will use to manage unacceptable behaviour by residents..
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Complaints Policy
1. Purpose
At Pennine Housing Solutions CIC, we are committed to providing high-quality homes and services to our residents. We recognise that sometimes things can go wrong, and when they do, we want to put them right quickly and fairly. This policy explains how residents can make a complaint and how we will respond in line with the Housing Ombudsman’s Complaint Handling Code.
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2. Scope
This policy covers complaints about the standard or quality of our services, the behaviour or attitude of our staff or contractors, and the way a previous complaint has been handled. It does not cover matters subject to legal proceedings, those with a separate appeal process or those that occured over 12 months ago, which will be considered at our descretion provided there are good reasons on why they should be considered.
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3. Definition of a Complaint
A complaint is an expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the organisation, its staff, or those acting on its behalf. Service requests (e.g. reporting a repair) are not complaints unless you are dissatisfied with how they are being handled in which case we will raise a complaint and it doesn't stop our efforts to fulfill the request. We will record all service requests for monitoring and service review purposes.
A resident does not have to use the word ‘complaint’ for an issue or service failure to be considered as a complaint. Where dissatisfaction is expressed, residents will be given the choice as to whether a complaint is raised or not. Complaints submited via a representaive or third party will be handled in line with our complaints policy.
4. Our Commitment
We will ensure accessibility, fairness, timeliness, transparency, and learning in all complaints handling. Residents will not be treated differently if they complain. We always aim to resolve a complaint at the earliest opportunity once we have assessed the evidence required and actioned any urgent concerns.
5. How to Make a Complaint
You can make a complaint by
Phone: 0113 4180134
Email: info@pennine-housing.co.uk
Online: Use our contact form
Post : 595 York Rd, Leeds, LS9 6NW
or in person. A representative may make a complaint on your behalf with your permission. ​
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We can make reasonable adjustments to allow everyone to be able to raise a complaint for example we can provide a complaint form in an easy read format. We will continue to make reasonable adjustments for our residents in compliance with the Equality Act 2010. ​​
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​6. Exclusions
Whilst we will not unreasonably decline a complaint or apply a blanket approach to excluding complaints, there instances where we will not accept or escalate a complaint and the reasons where this may be appropriate are detailed in paragraph 2 & 3 of this policy. If we decline a complaint, we will clearly set out the reasons why and signpost the resident/representative to the Housing Ombudsman Service for further advice or support.
