Provide us with your feedback
|
We aim to provide the best customer service we can, so your views are very important to us.
If you want to provide us with your feedback, send us a compliment, comment or complaint, you can do so by:
11a Well Street Birmingham West Midlands B19 3BG |
Our compliments, comment and complaints FAQS.
Our Aim
Throughcare Housing and Support (Throughcare) is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore we aim to ensure that:
We recognise that many concerns will be raised informally, and dealt with quickly.
Our aims are to:
2. Definitions
A compliment is an expression of satisfaction about the standard of service we provide. A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.
3. Purpose
We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.
4. Complaints
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.
5. Responsibilities
Throughcare's responsibility will be to:
A complainant's responsibility is to:
6. Confidentiality:
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Throughcare maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.
7. Complaints Procedure:
Written records must be made by Throughcare at each stage of the procedure.
Stage 1
In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Stage 2
If the complaint cannot be resolved informally, the member of the public should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.
Stage 3
Stage 4 - Housing Ombudsman - External investigation
If a Throughcare Housing and Support customer is not satisfied with the outcome of their appeal, they have the right to progress their complaint to the Housing Ombudsman Service, as soon as our complaints process has ended.
The Housing Ombudsman is an independent service, investigating complaints and making recommendations where it thinks that the landlord may not have acted in a reasonable or fair way. The Ombudsman may offer their early resolution service to help to resolve the dispute without the need for a formal investigation.
The Housing Ombudsman Service can be contacted by:
Website: www.housing-ombudsman.org.uk
Telephone: 0300 111 3000
Email: [email protected]
Write to: Housing Ombudsman Service
PO Box 1484, Unit D, Preston, PR2 0ET
Throughcare Housing and Support will fully cooperate with the Housing Ombudsman in any investigation and will provide all records and information requested. Other than in exceptional circumstances, we will also accept any recommendations made by the Housing Ombudsman and take appropriate actions suggested by them.
Complaints will not be considered for:
If we decide not to accept a complaint, a written explanation will be provided to the customer setting out the reasons why the matter is not suitable for the complaints process and the right to take that decision to the ombudsman. If the ombudsman does not agree that the exclusion has been fairly applied, they may instruct us to take on the complaint.
Throughcare Housing and Support (Throughcare) is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore we aim to ensure that:
- making a compliment or complaint is as easy as possible
- we welcome compliments, feedback and suggestions
- we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
- we deal with it promptly, politely and, when appropriate, confidentially
- we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
- we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures
We recognise that many concerns will be raised informally, and dealt with quickly.
Our aims are to:
- resolve informal concerns quickly
- keep matters low-key
- enable mediation between the complainant and the individual to whom the complaint has been referred
2. Definitions
A compliment is an expression of satisfaction about the standard of service we provide. A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.
3. Purpose
We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.
4. Complaints
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.
5. Responsibilities
Throughcare's responsibility will be to:
- acknowledge the formal complaint in writing;
- respond within a stated period of time;
- deal reasonably and sensitively with the complaint; and
- take action where appropriate.
A complainant's responsibility is to:
- bring their complaint, in writing, to Throughcare's attention normally within 8 weeks of the issue arising;
- raise concerns promptly and directly with a member of staff in Throughcare;
- explain the problem as clearly and as fully as possible, including any action taken to date;
- allow Throughcare a reasonable time to deal with the matter, and
- recognise that some circumstances may be beyond Throughcare's control.
6. Confidentiality:
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Throughcare maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.
7. Complaints Procedure:
Written records must be made by Throughcare at each stage of the procedure.
Stage 1
In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Stage 2
If the complaint cannot be resolved informally, the member of the public should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.
- A formal complaint can be made either verbally or in writing. If in writing the attached form should be used. If verbally, a statement should be taken by a member of the Management Team, staff member or a supervisor.
- In all cases, the complaint must be passed on to Office Manager. In the event of a complaint about the Office Manager the complaint should be passed to the Operations Manager, and if the complaint is about the Operations Manager this must be passed on to the Director.
- The Office Manager or Operations Manager, depending on the nature of the complaint, must acknowledge the complaint in writing within one week of receiving it.
- One of the above will investigate the complaint. Any conclusions reached should be discussed with the staff member involved and their Line Manager.
- The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.
Stage 3
- If the complainant is not satisfied with the above decision then an external organisation would be consulted.
- The sub-group will examine the complaint and may wish to carry out further interviews, examine files / notes. They will respond within four weeks in writing. Their decision will be final.
Stage 4 - Housing Ombudsman - External investigation
If a Throughcare Housing and Support customer is not satisfied with the outcome of their appeal, they have the right to progress their complaint to the Housing Ombudsman Service, as soon as our complaints process has ended.
The Housing Ombudsman is an independent service, investigating complaints and making recommendations where it thinks that the landlord may not have acted in a reasonable or fair way. The Ombudsman may offer their early resolution service to help to resolve the dispute without the need for a formal investigation.
The Housing Ombudsman Service can be contacted by:
Website: www.housing-ombudsman.org.uk
Telephone: 0300 111 3000
Email: [email protected]
Write to: Housing Ombudsman Service
PO Box 1484, Unit D, Preston, PR2 0ET
Throughcare Housing and Support will fully cooperate with the Housing Ombudsman in any investigation and will provide all records and information requested. Other than in exceptional circumstances, we will also accept any recommendations made by the Housing Ombudsman and take appropriate actions suggested by them.
Complaints will not be considered for:
- Issues which are raised more than 12 months after the relevant events (unless it is an on-going issue we are aware of).
- Cases where a final decision has already been made and no further appeal is possible.
- Cases where legal proceedings have started, with the claim form and particulars of claim have been filed at court.
- Anti-social behaviour reports which are investigated by Throughcare Housing and Support locality team and reported separately.
If we decide not to accept a complaint, a written explanation will be provided to the customer setting out the reasons why the matter is not suitable for the complaints process and the right to take that decision to the ombudsman. If the ombudsman does not agree that the exclusion has been fairly applied, they may instruct us to take on the complaint.
Your browser does not support viewing this document. Click here to download the document.
