Complaint Handling Policy

 

 

 

ResponsibleOfficer:

 

AssistantChief Executive(Operations)

 

Approved:

 

April2018

 

ReviewDate:

 

April 2019

 

 

QAF (Supp Housing)

 

Beneficiary Involvement &Empowerment

FairAccess, Diversityand InclusionInformingServiceUsers

 

Scope:

 

Unit Wide

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ComplaintHandlingPolicy

 

1.0      PolicyStatement:

 

1.1          Helping Our Future iscommittedtoprovidingreliableservicesinneighbourhoods where people want tolive and work. However,we recognise thatfromtime to timepeoplemayhave causefor dissatisfaction with our services.

 

1.2          Helping Our Futurewillinvestigate,learnfromandwherepossibleresolvealllegitimatecomplaintsmadeagainst the organisation,its staffor its contractors.

 

1.3          Helping Our Future recognises the diversityofthecommunities in which it operates in termsof differinglifestylesandcultures.Weacknowledgethesedifferencesandaimtocreate,withusers,acomplaintsprocessthatsupportssuchdiversityinlinewithour Equality& DiversityPolicy.

 

1.4          Wewill providecustomers, includingthemostvulnerable, with the support theyneed toaccessthecomplaintsserviceandpromoteitregularlytoensurethattheyhavetheconfidencetoreport theirconcerns if theydonot receive afirst classservice.

 

2.0      Definition:

 

2.1          The definition ofacomplaint asdefined byusers through consultation is:

 

Acomplaintisafailureof serviceandnotaninitialrequestforservice,itisanexpressionofdissatisfaction,howevermade,aboutthestandardofservice,actionsorlackofactionbyHelping Our Future’sstafforcontractorsactingonourbehalf,whichaffectsa user, groupofusers orother stakeholders.

 

Thismayinclude:

Failure to provide a service or achieve the standards of service we havepromised

Failure tofulfill our legal or contractual obligations  Unfairtreatmentbystaff

Unacceptabledelayor failure torespondtoanenquiryor request  Dissatisfaction with a decision or the waythatit was made

Dissatisfaction with theattitudeofstaff,contractors or agents

Helping Our Futurenotapplyingpolicies andoperatingproceduresfairly.

 

2.2        Forthepurposeofthepolicywedefineusersasanyone whousesourservices,eveniftheydonotgoontobecomea beneficiary. If the complainant is not eligibletoapproach the Complaint Management Officer, Helping Our Future may limit access through the complaint procedure, however the complaintwillbeinvestigatedand responded to byappropriate level of officer.

 

3.0 Policy:

 

3.1          Principles:

ThepolicyandsupportingComplaints Procedures allows Helping Our Future to ensure that:

 

3.1.1     Reporting:theservicepromotesHelping Our Futureasanopen,accessibleandlisteningorganisation by:

Ensuringthatthecomplaintsserviceisaccessedbyafairrepresentativeofourcustomer baseandtake positive action whenthis is not happening.

Notplacingarestrictiononthemethodsthatcanbeusedtomakeacomplaint;acomplaints leaflet is availablefor users on the website, in offices andfrom frontline operatives or officers.

 

Acceptingcomplaintswhentheyaremadebyathirdpartyoradvocateonbehalfofacomplainant,(e.g.electedmembers;solicitor; afriend or relative and advice workers).

 

Ensuringallstaffaretrainedandequippedtoreceiveandrecordcomplaintsofficially.

Staffareenabledtodealeffectivelywithunacceptableactionsorbehavior.SeeAppendix1.4.

 

3.1.2     Resolution:willinvestigatecomplaintsasquicklyaspossibleandseektoresolvetheissuein line with user expectationwhere ever reasonablepossible by:

 

AppointingComplaintManagementOfficersandCaseWorkerstoeachcomplainttoensure it iseffectivelymanagedand respondedto.

 

Keepingthecomplainantfullyinformedoftheprocessfortheircomplaintandbeingrespectful ofindividualuser’sneedsandcircumstance.

 

3.1.3     Satisfaction: Satisfaction will be the key indicator for how we are managingcomplaints; so we knowwhat we are doingwellandwhat we needto dotobebetter.

To increase the amount ofsatisfaction data we receive, the Complaint ManagementOfficerwillasktheuserhowwellwehavemanagedtheircomplaintandhowsatisfied therewere with the outcome.

 

We willaddressthecausesofdissatisfactionbyaskingtheuser,whyandhowwe could have doneitbetter.

 

3.1.4     Learning:     Helping Our Future will learn from complaints to improve the services weprovideto users to supportour culture ofcontinuous improvement.

Helping Our Futurewillempowerstafftoview complaintsinapositiveway andensureasuccessfulresolutionofcomplaintsforallconcerned,atfirstpointofcontactwherever possible.

Wherecomplaintshaveledtochangesbeingimplementedinourorganisation,wewillinformusersofthesepersonally. Wherewecannotimplementachangethatagroupofusershavesuggested, we will giveanexplanation why.

Complaint,commentandcomplimentfeedbackwillbediscussedaspartofteammeetings as part of individual staffmember’spersonal development.

WewillusetheExGratiaPaymentspolicyforcustomerswhereagoodwillgestureor paymentmaybea suitableformof redress.

LearningfromcomplaintswillformpartofscrutinyreportingtoourLocalManagementTeam.

3.2          Helping Our FutureApplication for the Complaint Handling Process:

 

3.2.1     Helping Our Futurewilladoptagroupwideapproachtohandlingcomplaintsandwilloffera 3stepprocesstocustomers.Helping Our Futurereservestherighttonotescalateacomplainttothenextstage,seeappendix1.4-dealingwithunacceptableactionsorbehavior.

 

Step1:Allcomplaintsarerecordedasastep1,solongastheyhavenotbeenraisedpreviouslybythe user.

 

Step2:IftheuserremainsdissatisfiedafterStep1,thecomplaintwillbedealtwith under Step2.

 

Step3:Review:Ifacustomerisnothappywiththeoutcomeofstep1or2,thethirdandfinal step will be dealt with as a review. (Seeappendix1.3)

 

Appendix1.2tothepolicyis asummaryof theprocessesfor staffuse.Appendix1.3isa document confirming the procedurefor conductingthe review.

Appendix1.4 isa guidefor dealingwith unacceptable behavior bycomplainants.

 

4.0      Training

 

4.1          Inordertoprovideanexcellentservicewewillensurethattrainingisprovidedtoallstafftoensurethecomplainthandlingprocessisimplementedthroughouttheorganisation.

 

4.2          Staffwillbetrainedsotheyareencouragedtoviewcomplaintsasapositivewayfortheorganisation to learn, continuallyimprove andto providegood user care.

 

4.3          Morespecifictrainingwillbeprovidedforthosestaffwhomanagethecomplaintsprocedures.

 

4.4          Bothpositiveandnegativeuserfeedbackissharedwithintheorganizationthroughbriefingsandteammeetings,anonymisedcasestudiesareusedasalearningtoolfor staff.

 

4.5          Managersshouldseeuserfeedbackasausefultoolinimprovingservicesandensuretheirteamsarefullytrainedtoensuretheprocessismanagedwithintheirserviceareaandspecificfeedbackfromcomplaintsisutilisedtoidentifypotentialtraining requirementsfor staff members.

 

4.6          Training will be provided topanelmembersto support the ComplaintReviewprocess.

 

5.0      Implementation

 

5.1          The Assistant Chief Executive is responsible for developing the policy for complainthandling.

 

5.2          Onapracticallevel,complaintmanagementistheresponsibilityofeachmemberofstaff.

5.3          Guidance andadvice can be obtainedfrom thefollowing specialists:

  • Local ManagementTeam Director
  • Service ImprovementTeam Manager
  • Complaint Management Officers

 

6.0      Performance Management:

 

6.1          Performance reports will be provided to the Local ManagementTeams quarterly. Thesereportswillincludeperformanceinformationandanyother reports theBoardfeelmayimprove service delivery.

 

6.2          Helping Our Future will share performance information about complaints withrecognisedBeneficiary Panelsthroughthe DistrictBeneficiaries Federation.

 

6.3          Theperformancemeasurestobereportedarethoseagreedwithusers;tomonitor the effectiveness ofthis policyand supportingproceduraldocuments:

Number of newcomplaints receivedbyservice area.Number ofcomplaintsopen and in category.

Number ofcomplaintsopen and outofcategory.

Number ofcomplaintsclosed &average timetakento close.Percentage of users satisfied with thehandlingof theircomplaint.Percentage of users satisfied with theoutcomeoftheircomplaint.

The changes introduced to services following feedbackfrom complaints.

 

6.4          We will participate in our in house Benchmarking Service for complainthandlingusingtheseperformancemeasuresandwewillreportontheoutcome ofbenchmarkingwith comparableorganisations.

 

6.5          Wewillmonitorhowcompensationisawardedfortheoutcomecomplaintstoensureconsistencyin application.

 

6.6          Wewill monitor the progress ofindividual service complaints as an ongoing operationalprocess atmanagement team meetings.

 

7.0      Best Practice and Review

 

7.1This policy has been developed with regard to examples of best practice and guidance.

There will be an automatic review of this policy whenever there is a change of regulatory provisions or when other Best Practice information becomes available that will impact on the policy. In any event therewillbeasubstantivereviewofthispolicyeverythree years.

 

Scope: ThispolicyappliestotheGroup
EffectiveDate: April 2014
ReviewDate: April2017
SignedOff: Chief Executive Officer
PolicyOwnedby: AssistantChiefExecutive