Housing Ombudsman Complaint Handling Code: self-assessment
Date of assessment: November 2020
Thrive Homes is committed to being compliant with the Housing Ombudsmen Complaint Handling Code.
The purpose of this self-assessment is to identify where we are already compliant and identify any areas where we can make improvements. All questions were provided by the Housing Ombudsman.
1. Definition of a complaint
Does the complaints process use the following definition of a complaint?
'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.'
Our response: No
Thrive's definition of a complaint has been adjusted since the date of assessment and we are now in line with the Housing Ombudsman.
Does the policy have exclusions where a complaint will not be considered?
Our response: Yes
Are these exclusions reasonable and fair to residents?
Our response: Yes
Evidence relied upon:
The exclusions have been approved by our Customer Experience Panel.
2. Accessibility
Are multiple accessibility routes available for residents to make a complaint?
Our response: Yes
Is the complaints policy and procedure available online?
Our response: Yes
Our complaints policy and procedure is available here.
Do we have a reasonable adjustments policy?
Our response: Yes
It sits within our Equality, Diversity & Inclusion Framework.
Do we regularly advise residents about our complaints process?
Our response: Yes
Our complaints process is available on our website, shared with customers when we acknowledge expressions of dissatisfaction and included within our customer email newsletters.
3. Complaints team and process
Is there a complaint officer or equivalent in post?
Our response: Yes
Does the complaint officer have autonomy to resolve complaints?
Our response: No
The Complaint Officer holds some authority and works as a mediator or investigator with our teams to achieve resolution. Ultimately, the decision for compensation, remedial works or other complaint outcomes sit with the relevant business area.
Does the complaint officer have authority to compel engagement from other departments to resolve disputes?
Our response: Yes
The Complaint Officer works with senior management and business leads to ensure that teams are very much involved in resolving disputes
If there is a third stage to the complaints procedure are residents involved in the decision making?
Our response: No
Thrive Homes has a two-stage process in line with the Housing Ombudsman Service Complaint Code.
Is any third stage optional for residents?
Our response: N/a
As above, Thrive Homes has a two-stage process in line with the Housing Ombudsman Service Complaint Code.
Does the final stage response set out residents' right to refer the matter to the Housing Ombudsman Service?
Our response: Yes
Do we keep a record of complaint correspondence including correspondence from the resident?
Our response: Yes
At what stage are most complaints resolved?
Our response: Stage 1
4. Communication
Are residents kept informed and updated during the complaints process?
Our response: Yes
Are residents informed of the landlord's position and given a chance to respond and challenge any area of dispute before the final decision?
Our response: No
This will be addressed in the revised policy.
Are all complaints acknowledged and logged within five days?
Our response: Yes
Are residents advised of how to escalate at the end of each stage?
Our response: Yes
What proportion of complaints are resolved at stage one?
Our response: 91%
Based on a 12-month rolling period.
What proportion of complaints are resolved at stage two?
Our response: 100%
All follow on works must be completed before the complaint can be closed. Based on a 12-month rolling period.
What proportion of complaint responses are sent within Code timescales?
Our response:
- Stage one - 42%
- Stage one (with extension) - 58%
- Stage two - 54%
- Stage two (with extension) - 46%
Where timescales have been extended did we have good reason?
Our response: Yes
Where timescales have been extended did we keep the resident informed?
Our response: Yes
What proportion of complaints do we resolve to residents' satisfaction?
Our response: 91%
This is defined as the percentage of Stage 1 complaints that have not been escalated in a 12-month rolling period.
5. Cooperation with Housing Ombudsman Service
Were all requests for evidence responded to within 15 days?
Our response: N/a
No complaints have reached the Housing Ombudsman Service in the 12-months leading up to November 2020.
Where the timescale was extended did we keep the Ombudsman informed?
Our response: N/a
6. Fairness in complaint handling
Are residents able to complain via a representative throughout?
Our response: Yes
If advice was given, was this accurate and easy to understand?
Our response: Yes
How many cases did we refuse to escalate?
Our response: Two
What was the reason for the refusal?
Our response: Policy decisions
In both instances, Thrive had clear policies in place that presented the reason not to escalate the complaint. For example, a list of repairs that are the customers' responsibility.
Did we explain our decision to the resident?
Our response: Yes
7. Outcomes and remedies
Where something has gone wrong are we taking appropriate steps to put things right?
Our response: Yes
8. Continuous learning and improvement
What improvements have we made as a result of learning from complaints?
Our response:
- Thrive have identified a corporate target to reduce chase calls by 35% as a result of improved and timely customer communications.
- Quality assurance of mapping the customer engagement process, identifying areas for improvement.
- Comprehensive communications calendar about services offered.
- Booking appointments for follow on works in real-time.
- Colleagues required to remind customers of service standards when they call.
- Post completion inspections are undertaken for all work over the value of £500.
- Creating a culture where colleagues take ownership and are accountable.
How do we share these lessons with; residents, the board/governing body, in the Annual Report?
Our response:
- Residents
Our Customer Engagement Panel appoints a Complaints Champion to monitor and ensure adequate reporting of complaints. We promote these through our;- quarterly Service Shapers Group
- website, email newsletters and on Facebook
- The board/governing body
- A quarterly summary report along with results from our Customer Satisfaction Surveys
- In the Annual Report
- Yes, we share statistics and details of how to make the complaint, bu we do not share lessons learned but this will be reviewed going forward.
Has the Code made a difference to how we respond to complaints?
Our response: Yes
What changes have we made?
Our Service Shapers Group has created an action plan with clear targets that is fed back to our Customer Experience Panel for approval.