Housing complaints procedure

Reading Borough Council has a two-stage process:

Stage 1:

Make a complaint

We will confirm that we have received your complaint and let you know who will be
investigating within five working days and include the complaints policy and details
of the Housing Ombudsman.

The Investigating Officer will review the case, talk to everyone involved and confirm
the outcome of your complaint within 10 working days.

If you are dissatisfied with the investigation of your complaint you can ask us to
review your complaint again – this is “Stage 2” of our complaints process.

Stage 2:

You must contact us within 14 days of receiving your letter saying why you are
dissatisfied and the outcomes you want from a further investigation.

We will ask a more senior manager to carry out an independent review of your
complaint – we will write to you within five working days to let you know who this
person is.

They will ask you about your experience and record the details of your complaint in
writing. They will also talk to other people involved in the case.

They will give their report and recommendations to the Assistant Director for a
decision.

The Assistant Director will write to you to tell you their decision and send you a copy
of the report. This should be within 20 days of receiving your letter.

This is the end of the Council’s complaints procedure.

If you remain dissatisfied with the Council’s investigation of your complaint you can
escalate your complaint to the Housing Ombudsman. For more details see
our Comments and complaints about Council services leaflet.

Full corporate complaints policy

1. Introduction

1.1 The formal process divides into 2 stages. The first of these provides an opportunity for a local resolution of any problems which may arise and it is expected that the majority of complaints will be sorted out at this level.

Where the problems cannot be resolved to the complainant’s satisfaction at a local
level, stage 2 of the process may be requested by the complainant, this involves the
investigation of the complaint by a more senior member of staff. The council may
also decide or recommend investigation at stage 2 of the process should the
complainant respond to the council after the stage 1.

1.2 However, to the public, the notification of quite simple matters eg, could be
considered as a complaint. These may be treated as comments, observations or
service requests – the complaints’ procedure may be activated at the request of the
complainant even if the comment, observation, or service request is in the process
of being completed. Defect observed has not been rectified within the “standard
time”. This is a preliminary process to the complaints’ procedure. However, all such
calls or comments should be recorded.

1.3 The standard definition of a complaint is: “an expression of dissatisfaction,
however made, about the standard of service, actions or lack of action by the
landlord, its own staff, or those acting on its behalf, affecting a resident or group of
residents.

2. Complaints procedure

2.1 Stage 1 – Local/Informal Resolution of Complaints

2.1.1 Where a complaint is received by a member of staff it must be recorded, even if
it can be resolved informally. The record should show the substance of the
complaint, what action was taken to resolve it and whether or not the service user is
satisfied with the outcome. Where possible, and practical, the person should be
asked to sign the record to confirm it is correct. In order that complaints can be
tracked a copy should be sent to the Customer Relations Team as soon as possible
after the complaint has been made, whether or not it has been resolved. The original
should be appropriately filed by the supervisor concerned.

2.1.2 If the complaint is not resolved at the time at which it is made, then, except for
minor issues, the line manager should be informed. Every effort should be made to
respond to the complaint within 5 working days. In any event, a letter of
acknowledgement or other response (orally or by phone or email) shall be sent out to
the complainant within 5 working days.

2.1.3 The line manager should review the complaints file regularly and take the lead
in advising staff in relation to handling of complaints. The line manager should
always ensure that members of staff are made aware of complaints made about
them or their actions.

2.1.4 Every effort should be made to resolve the complaint or representation as
speedily as possible and to the complainant’s satisfaction, within 10 working days.
The response to the complainant should be recorded, however briefly, and the
Customer Relations Team should also be informed to allow monitoring of the
complaints’ process.

2.1.5 The response to the complainant should advise them that, should they remain dissatisfied, they can:

• a) ask for their complaint to be investigated by a more senior officer, or
• b) refer their complaint to the Housing Ombudsman, who will investigate alleged maladministration by a local authority.

A time limit (14 days would be reasonable) should be suggested for them to request
an investigation by senior officer, after which it will be assumed that they are
satisfied with the outcome of the investigation or have referred the matter to the
Ombudsman.

2.1.6 Complaints revolving around Council policy will effectively be completed at
Stage 1. Although recorded as complaints, there is no scope for investigating
matters of policy. However, complainants can be advised to raise the issue with their
ward councillors.

2.1.7 A complaint that has already been dealt with at all stages of the procedure will not be re-investigated.

2.1.8 A complaint will not be considered if it is made more than one year after the
grounds to make the representation arose. In these cases, the Customer Relations
Team should write to advise the complainant that their complaint cannot be
considered, explaining the reasons why and advise the complainant of their right to
approach the Housing Ombudsman.

2.1.9 Discretion in deciding whether to consider complaints where to do so would
prejudice any of the following investigations will be outside of scope. In these cases,
the Customer Relations Team should write to advise the complainant that their
complaint cannot be considered, explaining the reasons why and advise the
complainant of their right to approach the Local Government & Social Ombudsman
or Housing Ombudsman.

• Court proceedings
• Insurance claims
• Tribunals
• Appeals
• HR/Disciplinary proceedings; or
• Criminal proceedings

2.1.10 Anonymous complaints will be recorded and referred to the Customer Relations Team. Anonymous complaints fall outside of the scope of the complaints procedure.

2.2. Stage 2 – Formal Investigation

2.2.1 When it has not proved possible to resolve the complaint, and the complainant remains dissatisfied, the complainant can ask for their complaint to be investigated by a more senior officer. They must put their request to the Investigating Officer or the Customer Relations Manager. This is Stage 2 of the complaints’ procedure.

2.2.2 All complaints which proceed to Stage 2 must be immediately notified to the
Assistant Director and to the Customer Relations Team using the form. An
acknowledgement must be sent to the complainant within 5 working days.

2.2.3 The Assistant Director will appoint a manager to carry out an investigation.

2.2.4 The Investigating Officer will meet with the complainant and agree their
complaint, which should be recorded in writing. Following the investigation, they will
submit a report to the Assistant Director. The Assistant Director will ensure that a
written response is made to a Stage 2 complaint, within 20 working days of its
receipt, enclosing a copy of the Investigating Officer’s report.

2.2.5 The Service Manager/ Assistant Director is responsible for ensuring the quality
of the report and response to the complainant. Copies of the Investigating Officer’s
report and the written response to the complainant must be sent to the Customer
Relations Team.

2.2.6 Should a complainant remain dissatisfied with the decision or actions of the
Directorate the final course of action which they may take is to contact the Local
Government Ombudsman/Housing Ombudsman.