Complaints Policy

Mulberry Homes Complaints Policy 

Content:

1.0 Introduction & overview

2.0 What is a complaint

3.0 Exclusions

4.0 How to make a complaint

5.0 Vexatious complaints

6.0 The complaints procedure

7.0 Customer satisfaction

 

1.0 Introduction and overview

This policy relates to all parts of the organisation and to other organisations that provide service to our customers under contract or in partnership with us.

Our Complaints system is designed to:

• resolve matters in an understanding way, promptly and in confidence
• provide customers with a fair, consistent, impartial and confidential process through which they can express dissatisfaction about an element of our service
• give us an opportunity to put right what has gone wrong

We are committed to achieving a positive customer experience by keeping the customer fully informed throughout the process and with information that is well published and easy to read.

Those involved in dealing with complaints will have the skills, ability and support to consider individual circumstances and reach a fair outcome at any stage.

Our aim is always to provide an early and local resolution to a complaint or dispute. If any decision to try and resolve a complaint informally is taken we will only do this in agreement with the customer and within the agreed complaint timescales.

2.0 What is a complaint?

"An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, effecting an individual resident or group of residents".

Examples of what a complaint is;

• standard of service received was poor
• we failed to do something we agreed to
• we gave a customer incorrect information
• we failed to follow our policies and procedures
• inappropriate or rude behaviour by a colleague or contractor

Where we receive a complaint that is actually a service request, we will advise the customer it will not be treated as a complaint and the request will be dealt with by the relevant department.

Examples of a service request;

• an initial request for a service, such as the first report of a repair
• an intial request for information or an explanation

3.0 Exclusions

Where we receive a complaint that cannot be considered under the Complaints Policy, we will advise the customer in writing that it will not be treated as a complaint and why the matter is not suitable for the complaints process.

Examples of what may not be considered a complaint;

• an intial request for a service, such as the first time that a repair is reported or that Mulberry is made aware of a repair
• an intial request for information or an explanation
• something that is out of our control or not our responsibility (e.g. street lights/car parking)
• the issue giving rise to complaint occurred over six months ago
• in some circumstances, where legal proceedings have initiated
• matters that already been considered under the complaint policy

4.0 How to make a complaint

• We will accept complaints by phone, letter,e-mail, in person, website and social media.
• We will accept complaints made by friends, relatives, advocates or other people authorised to act on a customer's behalf.
• we aim to resolve the complaint on the day we receive it.
• If we need time to investigate it, we will acknowledge that we have received the complaint within 24 hours.
• We will provide a full written responce within 10 working days. If we can't get back to you within that time, we will explain why and tell the customer how long it will take e.g. where a third party such as the Health and Safety Executive may need to be involved.
• We will keep customer's up to date with progress.
• We will always be open and honest about the process.
• If a customer feels their complaint has not been addressed to their satisfaction or they feel it remains unresolved we will give the opportunity to have their complaint reviewed and investigated by a Director.

If social media is used to report a complaint, we will deal with the complaint in line with our privacy policy and communication will take place using private messages. We will not enter conversations regarding complaints in any public social media forum.

5.0 Vexatious Complaints

A small minority of complainants persist in making serial complaints about various matters or raising the same case over and over. This frequency of contact and making unreasonable demands on colleagues has significant resourse issues for the organisation. When a customer has been identified as unreasonably persistant, we may limit the routes available to them to contact the organisation. Any restrictions placed on a customer's contact due to unacceptable behaviour whould be appropriate to their needs and should demonstrate regard for the provisions of the Equality Act 2010. This decision will be taken by a Head of Service.

6.0 the Complaints Procedure

We aim to resolve a complaint without unnecessary formality within the timescales below and will seek to reach agreement with the customer wherever possible.

However, there may be good reason to extend the response time, examples of good reason could include:

• a delay by a third party, over which we have no control, in providing information
• requiring further time to undertake interviews
• needing longer to acquire all the information required from multiple sources to enable us to properly investigate a long-standing, complex case

Broadacres/Mulberry's complaints system is based upon the following process:

Stage 1 — will be investigated by most relevant member of staff or a Partner contractor/agency and we will respond within 10 working days.

Our written response will include an option to have your case escalated to a Stage 2 by responding to us within 10 working days.

Stage 2 — will be reviewed by a Head of Service and we will respond in 20 working days.

Outcome letters are reviewed by the Customer Insight Team before they are sent to a customer.

if you remain dissatisfied with the way we have handled your complaint after stage 2, you can

•  You can escalate your complaint to the New Homes Ombudsman Service (NHOS)

Tel: 0330 808 4286

Email:  customer.services@nhos.org.uk

web:  www.nhos.org.uk

Address: New Homes Ombudsman Service, West Wing, First Floor, Marylands Building 200 Marylands Avenue, Hemel Hempstead, HP2 7GT

7.0 Customer Satisfaction

Customers will be given the opportunity to feedback following a complaint. Customer satisfaction is a key performance indicator, and the feedback is used to continually improve the complaints process.

 

Mulberry Homes Yorkshire Ltd, Broadacres House, Mount View, Standard Way, Northallerton, North Yorkshire DL6 2YD

TEL: 01609 767900 EMAIL: info@broadacres.org.uk

www.mulberryhomesyorkshire.com

 

Mulberry Homes Yorkshire is a Private Limited Company. Company reference 07058662 and is wholly owned subsidiary of Broadacres Housing Association