Friday, 28 November 2014

Complaints Policy

Posted in: Need to Know | Ask the Experts

28/11/2010 11:26 am

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sue thompson

sue thompson

Posts: 2

28/11/2010 12:56 pm

When you submitted the complain did you get a receipt and for wht reasons did they not submit the complain

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john williams

john williams

Posts: 629

28/11/2010 1:55 pm

If you trust the ombusdman report this to them and let us know what they say.

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Phil Lyons

Phil Lyons

Posts: 31

28/11/2010 2:06 pm

All sounds rather ominous on the face of it

BUT

Without knowing what your "official complaint" was about comments are a bit early

Give us a clue as to the nature of the complaint and tell us whether the subject is a function of your association - if its not then they're well within their rights not to 'engage' their process, they can hardly investigate something they have no control over.

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Eva Silver

Eva Silver

Posts: 649

28/11/2010 5:00 pm

Do has Kass said contact the Housing Ombudsman and also ask them for a copy of the Policy and Procedures.

Do not think you the only people in social housing that has a problem with Complaint's.

If you had a hour and I told you the way ours breaches the codes and has found to be maladminstrating the Complaints.

Having the Booklet on Policy and Procedures under the Complaint Procedures is the most important part to ensure that they adhering to the Policy and Procedures under Complaints Procedure.

I have many time gone back and said I do not want to hear what Senior Management believes is the truth.  I want to see written statements by the staff involved in the Complaint.

I be honest I see many cases where they just brush off the Tenants Complaints.

I been involved in two cases whereby the Board members sitting on the last Stage of the Complaint Panel giving me assurance would look into the breaches in the code and the maladminstation.

The system is set up for staff and not for the Tenants

I also suggest that you also give a copy to the TSA and ask for this complaint to be logged

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john williams

john williams

Posts: 629

28/11/2010 5:22 pm

philipjohn001 2:06 pm

"...they can hardly investigate something they have no control over."

If that is the case should not the HA communicate to the tenant in writing that this is the reason then will not let the complaint through their complaint procedure?

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Edwin Wales

Edwin Wales

Posts: 4

29/11/2010 12:18 pm

A member of staff made statements in a letter to me which I was unhappy with. I did get a receipt for the complaint, as I've found that it avoids any argument as to whether or not something was submitted.

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Edwin Wales

Edwin Wales

Posts: 4

29/11/2010 12:23 pm

The reason they gave was that it was inapropriate to process it, on the grounds that I'd previously complained about this person. I gave up on that complaint, because I wasn't getting anywhere, but the statements this year - which is what I complained about this time - contradict what they said before. That contradiction is what I'm unhappy with.

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Bill Douses

Bill Douses

Posts: 113

29/11/2010 12:49 pm

what were the statements?

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Anonymous

Anonymous

29/11/2010 1:38 pm

I found that the more justified is a complaint the more they will try to stop you complaining.  They seemed to have succeeded in stopping you from complaining once and they are trying to do the same now.

It looks like there is no point in insisting with the HA, as one of social landlords tricks to fend off complaints is to say you are pestering them - just write to the ombudsman that you are getting nowhere and copy it to the Director or even Chief Executive or anyone you know on the board. and demand written receipts of your letter.  Do not let people tell you the chief exectuive is not the one dealing with complaints.  All you need to prove is that you have tried to get through this matter, you have the proof of making it known at the highest level and that you could not get anywhere.  This is to safeguard yourself, because it looks very likely you will have the same problem and you will find it very useful to have these proofs then.

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Eva Silver

Eva Silver

Posts: 649

29/11/2010 1:45 pm

Bill if its anything like our the Directors interviews the staff and then writes a statement.  Whereby I ask on many a time for the written statements of the staff involved in my complaint.  Nearly ever single time the Director and Chief Executive stand by the members of staff even when we have witness's.

When it comes to Stage Three Complaint we also find that the same Directors sitting on the Complaint Panel and when you win the case and the Board was suppose to look into the Breaches in the Codes under our Policy and Procedures and found Maladminstration of the Case again the Board not written and told us how going to deal with the issues and a year later the organsation is still behaving in the same manner.   Also the real issues was Briefling Papers that was a shambles and found my witness statements missing and my correspondence.  I had to re write the Briefling Papers and the Agenda.  I came to realise that the Board and Directors loyaly is to the Organsation and not to the Tenants and a lot of Tenants do not want to be tied up for over a year.  Our kept telling us could get a Panel together.  Our wasn't interview the Tenant witness's.  Whereby by the time I got the Ombusman to talk to them its was six to eight months later and Tenants forgot and at the same time found out the question inappropriatly ask

Its alright getting a letter from a Director under Stage one but I want to see written statements by the staff or staff's involved in a complaint that I am making.  I have to write in what my complaints is and under what grounds I am making this complaint.  I like to be offered the same service that I see in black and white.

I want Tenant at each stage of the complaint involved in the Case to ensure organsation is acting accordingly and no trying to pull the wool of the Tenants eyes

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Edwin Wales

Edwin Wales

Posts: 4

29/11/2010 1:51 pm

Thanks everyone for all the help and advice.

The statements were about one of their policies. In and of themselves, there was nothing intrinsically wrong with what's recently been sent to me and if it hadn't been for the last time, I'd have thought no more about it.

But in the context of their statements and actions last year, these recent statements cannot possibly be true. I do believe that if any organisation makes seemingly contrradictory - indeed, mutually exclsuive statements - then they should account for it.

Eddie 

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Bill Douses

Bill Douses

Posts: 113

29/11/2010 1:53 pm

Eva / Junior, whilst i thank you for your tales of woe i was asking the OP what the nature of their statements were.

for the avoidance of doubt, the reason i ask is this. if the "statements" were along the lines of "you will have 2 weeks to repay any arrears or we will seek legal action" then this is a pretty standard line in many La / HA letters and any complaint about this content would be very difficult to argue, however if these "statements" were more emotive i.e. "you're being a pain tenant" then this is opinion of the writer and therfore far more arguable in terms of complaint.

without the facts here any advice you are given is purely emotive - see Nonny @ 1:38

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Bill Douses

Bill Douses

Posts: 113

29/11/2010 2:03 pm

Edwin - so correct me if i'm wrong - your complaint is not about the contradictory statement, but rather that your landlord is acting in a contradictory manner to the stated policy.

if this is the case bear in mind these things:

1) evidence, the mroe of this you have the better, letters previously sent, if it was actions they took then which dates? times, keep a diary of events.

2) what is your end game? do you want them to right a previous wrong? (i.e. repair something they previously said the wouldnt as policy), do you want them to change the policy? or would them acknowledging the error and your complaint suffice?

Having the end game in mind will allow you, and therefore your landlord, to actually work together to resolve the complaint - if you are clear about what you are trying to achieve by complaining then when your landlord takes action it will be (hopefully) towards your desired outcome rather than the one they assume you will be happy with - I hope that makes sense.

good luck!

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