Complaints, Concerns and Compliments Policy

1 Introduction

1.1 The Abbeyfield Pirbright and District Society Limited (known as Cunningham House) is committed to providing the highest possible quality of service to residents and others who access our services.

1.2 We actively encourage complaints and compliments. Feedback – whether positive, negative or neutral – from residents, their friends and family members, and other stakeholders is an opportunity to learn about our strengths and to understand our weaknesses, and is key to ensuring that Cunningham House is consistently meeting the needs of those using our services.

1.3 Where an individual is dissatisfied with the level or type of service that they have received from Cunningham House, it is important that they let us know. Cunningham House aims to use any complaints received as an opportunity to learn and improve our services.

1.4 Cunningham House complies with the Complaint Handling Code (the Code) issued by the Housing Ombudsman Service. All complaints dealt with under this policy will be dealt with in a manner consistent with the Code and the House will maintain all records as required by the Code.

2 Objectives

2.1 The objectives of this policy are to:

• Ensure that all complaints are handled promptly, fairly, consistently and confidentially (in line with data protection regulations)
• Be clear about who is responsible for complaints at each stage
• Ensure records are kept of all complaints and prompt review of their handling in order to drive improvement
• Ensure details of complaints are included in our annual report
• ‘Put things right’ where a complaint identifies that we have failed to deliver a service to the expected standard

3 Scope

3.1 This policy is intended to cover current and prospective residents and their representatives but, with the exclusions below, also applies to any stakeholder who wishes to make a complaint about Cunningham House.

3.2 Complaints should be made as soon after the event as possible and ideally within 12 months.

3.3 If the complainant expresses a desired outcome that we believe to be unreasonable, we will explain our position at the outset, while continuing to investigate.

4 Exclusions

• Issues that occurred over twelve months ago
• Matters previously considered under this policy
• Resident complaints about another resident
• Staff complaints
• Complaints about services Cunningham House is not responsible for
• Complaints already subject to legal proceedings

5 Unreasonable Behaviour

5.1 Cunningham House understands that residents can get upset and frustrated when things have gone wrong.

5.2 All complaints will be reviewed on an individual basis.

5.3 Any restrictions put in place will be proportionate and demonstrate regard for the Equality Act 2010.

6 Defining A Complaint

The term complaint is defined as:

“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, affecting an individual resident or group of residents.”

Complaints can be made:

• In person or via a representative
• By email: cunninghamhousepirbright@gmail.com
• By telephone: 01483 488751
• By post: Cunningham House, School Lane Pirbright, Surrey GU24 0JN

7 Accessibility And Awareness

• Complaints will be handled in line with the Equality Act 2010
• Residents may appoint representatives
• Reasonable adjustments will be made where appropriate
• The policy will be published in the Residents Handbook and on the website

8 Complaint Handling Staff

8.1 Cunningham House will prioritise complaint handling and foster a culture of learning from complaints.

8.2 Complaints will be investigated by the Complaints Officer at Stage One.

8.3 Complaints will be investigated by the Appeals Officer at Stage Two.

9 Our Complaints Process

• Complaints will be dealt with on their merits
• Residents will be treated with courtesy and empathy
• Complaints will be investigated promptly and thoroughly
• Confidentiality will be maintained wherever possible

10 Stage 1 Of The Complaints Process

Complaints will be acknowledged within 5 working days.

A full written response will normally be provided within 10 working days.

Responses will include:

• The complaint stage
• The complaint definition
• The decision on the complaint
• The reasons for decisions made
• Any remedy offered
• Details of outstanding actions
• How to escalate to Stage 2

11 Stage 2 Of The Complaints Process

If the resident is not satisfied with the response at Stage 1, they can escalate their complaint to Stage 2.

Stage 2 complaints will be acknowledged within 5 working days and responded to within 20 working days.

12 After Conclusion Of Our Complaints Process

Residents may contact the Housing Ombudsman Service if they remain dissatisfied.

• Telephone: 0300 111 3000
• Website: www.housing-ombudsman.org.uk
• Address: PO Box 1484, Unit D, Preston, PR2 0ET

13 Putting Things Right

• Apologising
• Acknowledging where things have gone wrong
• Providing explanations or assistance
• Taking corrective action
• Providing financial remedies where appropriate
• Changing policies or procedures

14 Reporting On Complaints

The Executive Committee will maintain records of complaints and undertake annual self-assessments.

15 Scrutiny And Oversight

Cunningham House has a senior lead person accountable for complaint handling and identifying trends or systemic issues.

16 Annual Review

This policy will be reviewed annually.

17 Housing Ombudsman Service

18 Linked Policies

• Staff Disciplinary and Grievance Policy
• Anti-Social Behaviour Policy
• Residents Code of Conduct
• Equality, Diversity and Inclusion Policy
• Compensation and Remedies Policy

Complaints Form

Please tell us about the service or event you are commenting on or complaining about, when the incident happened, who was involved and any other relevant information.

Signed: ____________________

Date: ____________________