.png)
What happens after you Complaint
6. Stage 1 - Investigation
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. .We will send you a
full written response within 10 working days of acknowledgement
and check that you are happy. If we need more time, we will explain why and agree a revised timescale (no longer than an additional 10 working days).
.Whilst we will not unreasonably decline a complaint, there instances where we will not accept 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.
7. Stage 2
IIf 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 response within 20 working days. 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
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.
​
8. 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.
​
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
​:
9. 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.
​
This policy is reviewed annually, or sooner if required by changes in
legislation or Ombudsman guidance
​
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.
​
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.
​
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.
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.​
​
​
