Introduction
Naskam Homes recognise that providing a high standard of service delivery is essential. The proper handling of complaints is the highest priority within the organisation. Members of Staff are trained to take on complaints as a valuable source of information about the services we offer and processes that are handled in the correct manner can contribute to our organisation’s continuous improvement. We seek to ensure that this policy meets the needs of Naskam Homes’ diverse range of service users.
Compliments
This policy encourages a range of feedback and anyone that has a relationship with Naskam Homes can compliment a member of staff, a team or the organisation. Compliments are passed on to staff and their line manager, and are used to identify areas of good practice that Naskam Homes can learn from. Compliments can be submitted verbally to any member of staff who will forward this on or can be forwarded to info@naskamhomes.org
Before making a complaint, you may wish to try and resolve the matter informally by talking to a member of staff at the office.
Naskam Homes operate a complaints process with up to 2 stages, covering issues relating to:
– A failure to comply with policy, procedure or standards of service delivery.
– A decision which the complainant believes is not fair or clear to them.
– The behaviour of Naskam Homes staff or contractors.
Stage 1 – Internal investigation of complaint Full written response within 10 working days If Complaint remains unresolved at Stage 1
Stage 2 – Review of Stage 1 decision. Full written response within 10 working days
This policy does not cover Services that Naskam Homes is not responsible for.
– Where the complainant is taking legal action against Naskam Homes
– Where Naskam Homes is taking legal action against the complainant
– Complaints submitted anonymously
Complaints that submitted more than six months after the issue occurred and it is being brought to Naskam Homes’ attention for the first time.
Where the complainant is an employee of Naskam Homes
Complaints that relate to insurance or damage claims that have been passed to our insurers.
Complaints about the level of service charge or its reasonableness.
Complaints that relate to crimes that have been committed in communal parking areas. Vehicles are left at the owner’s own risk.
Complaints that relate to ASB that is currently ongoing. (see Anti-Social Behaviour Policy )
Our aims are:
– To deliver a complaints service that meets Naskam Homes standards.
– To facilitate organisational learning from complaints.
Objectives are:
– To work in collaboration where necessary to address comprehensive outcomes to complaints.
– To facilitate the effective and early resolution of complaints.
– To use the analysis of complaints to help Naskam Homes improve services and reduce complaints.
To manage all complaints in an open and accountable way.
Policy Statement
Verbal complaint to resolve a matter is encouraged via an informal talk to a member of staff at the office.
All formal complaints are required in writing and delivered to the office by hand, post or email.
Naskam Homes will ensure that all service users know how to complain.
Naskam Homes aim to resolve the complaint to the best of its ability Initially, Naskam will make personal contact with complainants to understand their complaints, attempt resolution and provide an update. Naskam Homes will acknowledge all complaints in writing within 5 working days.
Naskam Homes will respond to stage 1 complaints within 10 working days. If this is not possible, Naskam Homes will give reasons and agree with the complainant’s timescale.
Naskam Homes will review and respond to stage 2 complaints within 10 working days following receipt of the escalation request.
Naskam Homes will support vulnerable service users through the complaints process and, where appropriate, refer them to alternative help that may be able to assist.
Naskam Homes will provide alternative support to service users when the service requested is outside Naskam Homes’ remit where and whenever possible.
Where a complaint is received from a group of Service Users, the group shall nominate a lead person who Naskam Homes will correspond with in regard to the complaint.
A complaint may be refused or terminated Where the complaint is about the same matter that has already been considered with little to no difference and has exhausted the complaints process
Where escalated, if the resolution required by the complainant is out of the remit or responsibility of Naskam or is excessive given the service failure. This will be explained fully in writing
Where a complainant or their advocate is persistent, vexatious or unreasonable.
Naskam Homes will not meet excessive demands or answer every point in an unreasonable letter.
Persistent or vexatious complaints
Where a complainant has made unreasonable complaints before, Naskam Homes will not assume that another complaint is unreasonable, hence each complaint will be considered on its own merits.
All relevant correspondence will be evaluated to consider the circumstances, including:
– Whether a complainant has made persistent or unreasonable demands
– Whether there is a strong likelihood that complaints are being made to intentionally cause harassment, divert resources or disrupt the proper workings of Naskam Homes
– Whether the complainant or their agent has been abusive or threatening to staff or has produced excessive correspondence
– Whether the complainant displays vexatious behaviour.
All complaints will be managed in line with Naskam Homes Unacceptable customer behaviour policy Naskam Homes aims to be consistent in the application of this policy.
However, Naskam Homes may deviate from this with agreement from the board of management if circumstances merit it. Deviation from the policy will be recorded and explained to all parties involved. Naskam Homes recognise that some people who wish to complain may need support in doing so.
– Naskam Homes accept complaints made by advocates on behalf of a complainant.
– Naskam Homes will take steps in line with its Data protection policy to make sure that the complainant is in agreement.
A completed and signed advocacy form may be required to evidence a complainant’s authorisation.
Where for reasons of incapacity, it is not possible for the complainant to authorise an advocate in this way, we will request other evidence that the advocacy is legitimate.
Where Naskam Homes is unable to conclude its complaints process to the satisfaction of the complainant, they will be advised of their right to approach a designated person. In accordance with the Localism Act 2011
Legislation, Regulation & Guidance
Government legislation has an impact on how Naskam Homes can implement its Complaints and compliments policy.
To include
Homes & Communities Agency Regulatory Framework
Localism Act
Equality Act
Data Protection Act
Confidentiality
Under the Data Protection Act and the Human Rights Act, all personal and sensitive organisational information, however, received, is treated as confidential, including:
anything of a personal nature that is not a matter of public record about a service user, customer, applicant, staff or board member
sensitive organisational information
Officers will ensure that they only involve other agencies and share information with the consent of the service user concerned, unless:
Naskam Homes is required by law
the information is necessary for the safeguarding of children and vulnerable adults.
Monitoring & Reporting
Complaints will be monitored and the findings will be regularly published to scrutiny groups, Service Users and the Board