Compliments & complaints

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of actions, by us or those acting on our behalf, affecting an individual resident or group of residents.

You don’t need to use the word ‘complaint’ for us to treat it as one. If someone shows they’re unhappy, we’ll offer to log it as a formal complaint through our Customer Care & Complaints Policy.

Examples of a complaint include:

• something we promised and then failed to do
• unsatisfactory standard of service
• staff member or contractor’s actions/behaviours
• discrimination
• failure to follow a Poplar HARCA policy or procedure

We accept complaints made within 12 months of the issue happening, or from when the person first became aware of it. If more time has passed, we may still choose to investigate.

Complaints can be made in person, in writing, by phone, or through social media. If the person with the issue agrees, someone else – such as a representative or advocate – can make the complaint on their behalf.

We will not consider the following as a complaint.

1. Service requests: requests for actions, such as reporting repairs or antisocial behaviour or asking for a breakdown of charges.
2. Alternative resolution: Matters that can be resolved through other channels, such as insurers, courts, or tribunals.
3. Proceedings: This means a case has already started, or has been decided, by a Court or Tribunal.
4. Historic complaints: These are complaints about events or issues that happened more than 12 months ago, unless the person has only become aware of them recently
5. Previously addressed: considered already, unless new evidence is presented.
6. Third parties: Complaints about the actions of people or organisations outside of our control
7. Building safety: Issues covered by the separate Higher-Risk Building Complaints Policy.
8. Employment: Complaints related to Poplar HARCA as an employer.
9. Parking: Issues where enforcement or solutions are outside Poplar HARCA’s legal powers

We will explain why we consider a matter excluded from this policy, and provide information about alternative dispute resolution, including the Housing Ombudsman Service.

Anyone with a contractual relationship with us (for example, a tenant, leaseholder, shared owner, licensee, or service user) or is a representative authorised by a complainant to act on their behalf, can make a complaint.

We follow a ‘Resolve and Review’ approach.

Acknowledge

We will record, acknowledge and summarise your complaint or petition within five working days of receiving it. The acknowledgement will include:

• your complaint reference number
• our understanding of your complaint and outcome
• what is and isn’t our responsibility
• what happens next
• when you can expect to hear back from us
• further information about how we deal with your complaint or petition.

When you make a complaint, you will:

• be given a reference number
• be contacted personally by the investigating officer
• be offered an opportunity to meet where relevant
• be kept informed of progress
• have findings and decision explained
• be informed of any follow-up actions

Resolve

• A complaint or petition at stage 1 will usually be investigated by the manager of the service area complained about.
• The manager will contact the person raising the issue, and will offer an opportunity to meet where required.
• The person raising the issue or lead petitioner must outline the complaint and the solution that they want.
• Where issues are unclear, we will seek clarification from the person making the complaint. If we do not hear back, we may respond based on the information we have or close the complaint.
• The normal response target is 10 working days. If due to the complexity of the complaint it will take longer, we will contact the person making the complaint, explaining the reasons why a 10 working days extension is required and our expected timeframe for response.

• Where it takes longer (outside of extended timescales) we will agree suitable intervals to keep the person making the complaint, updated.

• The response will set out our decisions, reason for our decisions, details of any remedy, details of any outstanding items and how to escalate the matter if you’re not satisfied with the response

Review

• Complaints will be escalated to a stage 2, if all or part of the complaint is not resolved to the satisfaction of the person who raised the issue. A person wishing to escalate does not need to provide reasons.
• Where issues are unclear, we will seek clarification from the person making the complaint. If we do not hear back, we may respond based on the information we have or close the complaint.
• The normal response target is 20 working days. If due to the complexity of the complaint it will take longer, we will contact the person making the complaint, explaining the reasons why a 20 working days extension is required and our expected timeframe for response.
• A Stage 2 Panel will be arranged to meet with the person raising the complaint. The Panel will usually consist of a senior manager and a member of our Customer Relations Team.
• We will offer three possible dates for a meeting if one is needed. If these dates are not suitable, we will carry out the investigation internally without the Panel meeting.
• The Panel will decide what information it needs and how the review will be conducted.
• The Panel will decide if the remedy was appropriate. If the decision is that it was not, the Panel will advise an alternative. The Panel makes Poplar HARCA’s final decision so further representations will not be considered.
• In the response, the Panel will set out its decisions, reason for its decisions, details of any remedy, details of any outstanding items and how to escalate the matter if you’re not satisfied with the response.