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Complaints
       

Complaints Policy

A complaint shall be defined as 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, affecting an individual resident or group of residents.

 The policy aims to ensure that the complaints process is flexible and responsive to the needs of individual complaints. The policy seeks to ensure that:

  • Residents who complain are listened to and treated with courtesy and empathy

  • Residents will never be disadvantaged as a result of making a complaint

  • Complaints are investigated promptly, thoroughly, honestly and openly

  • Apologies are given as appropriate

  • Complaints handling will comply with confidentiality and data protection policies

Residents may make complaints, their carers and families or a representative of a resident.

A landlord (Longdendale) shall accept a complaint unless there is a valid reason not to do so.

Exclusions

Longdendale Housing Society Ltd will not be able to deal with an issue through the complaints process if:

  • The issue giving rise to the complaint occurred over 6 months ago. Where the problem is a recurring issue, the landlord should consider any older reports as part of the background to the complaint if this will help to resolve the issue for the resident. NB This may not be appropriate where complaints concern safeguarding or health and safety issues.

  • Legal proceedings have been started. Landlords should take steps to ensure that residents are not left without a response for lengthy periods, for example, when a letter before action has been received or issued. Still no court proceedings are started, or a settlement agreement is reached.

  • The complainant is anonymous – unless there is sufficient documentary evidence to substantiate the complaint.

  • Matters have already been considered under the complaints policy.

 

Should a decision be made not to accept a complaint, a detailed explanation shall be provided to the resident(s) setting out the reasons why the matter is not suitable for the complaints process and that the resident(s) have the right to challenge this decision by referring their complaint to the Ombudsman. Where appropriate the Ombudsman will instruct the landlord to take on the complaint.

 

 

 

Longdendale Housing Society Ltd. Complaints Policy Issue 2.  (2nd Sept 2024)

Longdendale Housing Society Ltd. L1710

 

A complaint can be made in person, over the telephone, in writing or by email. A complaint should include sufficient detail to enable Longdendale HSL to investigate.

It may be possible to reach an early resolution of issues and action agreed upon immediately. Efforts made to resolve the concerns raised will not obstruct access to the complaints process and cause delays. The complaint timetable will commence from the date of receipt of the complaint.

 Complaints should be made in the first instant to the Societies property managing Agents (Dawsons) who will acknowledge receipt of the complaint within 5 working days of receipt. The complaint will then be added to the managing agents monthly report to the Trustees Board meeting in addition to sharing the complaint immediately with the appointed Complaints Trustee responsible for addressing complaints who will assess the complaint within 10 working days.

 This acknowledgement will confirm an understanding of the complaint and the outcomes being sought by the resident(s). Clarification should be sought if the nature of the complaint is not clear and a full definition will be agreed between both parties. If so desired the resident(s) may have a representative deal with the complaint on their behalf and be represented or accompanied at any meeting with Longdendale HSL where this is reasonable.

The acknowledgement will provide details for the Housing Ombudsman and the right to access this service at any point throughout the complaints process.

 In partnership with the Complaints Trustee the managing agent will:

  • Deal with complaints on their merits

  • Act independently and have an open mind

  • Take measures to address any actual or perceived conflict of interest

  • Consider all information and evidence carefully

  • Keep the complaint confidential as far as possible with information only disclosed if necessary to properly investigate the matter.

 

 

 

Stage One

Within 10 working days from the acknowledgement of the complaint, a decision will be reached and communicated to the resident(s). If it is not possible to undertake this within 10 days an explanation and a date by which a decision will be reached will be provided to the resident(s). this will not exceed a further 10 days without good reason. If an extension beyond 20 working days is required to enable a full response to the complaint, this should be agreed by both parties.

 

 

Longdendale Housing Society Ltd. Complaints Policy Issue 2.  (2nd Sept 2024)

 

Longdendale Housing Society Ltd. L1710

 

The decision after Stage 1. will be expressed in clear, plain language and will confirm:

  • The complaint stages

  • The complaint definition

  • The decision on the complaint

  • The reasons for any decisions made

  • The details of any remedy offered to put things right

  • Details of any outstanding actions

  • Details of how to escalate the matter to Stage 2. If the resident(s) is not  satisfied with the answer.

 

Stage Two

 

If the complaint is not resolved to the residents satisfaction, they have 14 working days to submit a written appeal to be dealt with by the Board of Trustees at a special meeting within 14 working days of the appeal being received.

The property managing agent on behalf of the full Board of Trustees will respond in writing to the resident(s) within 20 working days of the meeting advising of the decision. If it is not possible to undertake this within 20 days an explanation and a date by which a decision will be reached will be provided to the complainant. This will not exceed a further 10 days without good reason.

 

 The decision of the Trustees will be final.

 

Stage Three

 

If the resident(s) remain dissatisfied following consideration of the decision of the Trustees, the resident(s) has the right to take the complaint to The Housing Ombudsman Service (HOS) and the managing agent on behalf of the Trustees WILL inform them of this right.

The managing agent and complaints Trustee will comply with all information requests made by the Housing Ombudsman for evidence and provide this within 15 working days.

 

 

 

 

Longdendale Housing Society Ltd. Complaints Policy Issue 2.  (2nd Sept 2024)

 

 

Longdendale Housing Ltd. L1710

 

 If a complaint is pursued unreasonably or where a residents actions or behaviours are deemed to be unreasonable, Longdendale HSL reserves the right to close the complaint. A complainant who displays threatening or abusive behaviour or language (whether verbal or written) that causes staff or Trustees to feel threatened, abused and/or continues to contact Longdendale with unreasonable demands during/following a complaint investigation may have their appointment set aside.

 In cases where Trustees consider a complaint as being unreasonable and overly persistent and thus decide to bring the complaint to an end, the complainant will be informed of the reasons.

 The Trustees of Longdendale Housing Society Ltd. Are committed to promoting equality and diversity within policies, practices and procedures. The Trustees will respond to reasonable adjustment requests made in line with their responsibilities and obligations under the Equality Act 2010.

 

 

HOUSING OMBUDSMAN CONTACT DETAILS

 

Tel No: 0300 111 3000

Email: info@housing-ombudsman.org.uk

Housing Ombudsman Service

PO Box 152

Liverpool L33 7WQ

Website: https://www.housing-ombudsman.org.uk/

 

Managing Agent for Longdendale HSL Contact Details

Tel: 0161 338 2292

Email: RichardW@wcdawson.com

Longdendale Housing Society Ltd

C/O WC Dawson & Son Ltd.

18-20 Stamford Street

Stalybridge

Cheshire SK15 1JU

 

 

 Longdendale Housing Society Ltd.  Complaints Policy

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