Compliments & complaints

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

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.

A complaint may be made in person, in writing, on the phone, and via social media. With permission of the complainant, it may be made on their behalf by a representative or advocate.

The following requests aren’t considered complaints:

a. when someone raises a service request which we haven’t had an opportunity to respond to. By “service request” we mean a request from a resident that requires us to take action to put something right

b. when something can reasonably be decided by an alternative process

c. when something happened more than 12 months ago

d. where legal proceedings have started

e. when the issue is about a third party over which we have no control

f. when the issue is about compliance with a law or regulation

g. when the issue is about Poplar HARCA as an employer

h. if this was part of a complaint which has previously been considered (unless new evidence is presented)

i. if this has previously been determined by a court, tribunal, or by the Housing Ombudsman

j. if this is about building safety risk or performance of an accountable person set out in the Higher-Risk Building Complaints Policy

We will explain why we are excluding a complaint from our formal process to you. We will also provide information about alternative dispute resolution, including the Housing Ombudsman Service.

We follow a “Resolve and Review” approach.

Acknowledge

We will acknowledge your complaint or petition within two working days of receipt. This acknowledgement will set out:

• your complaint reference number
• 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 kept informed of progress
• have findings and decisions explained
• be informed of any follow-up actions
• be given the details of alternative dispute resolution including the Housing Ombudsman Service

Resolve

Resolve complaints will be investigated by the necessary service manager. The normal response target is 10 working days. If the complaint is very complex, it may be extended by up to 10 additional working days. You will be notified if this needs to happen – with the reasons why clearly explained. Any longer extension can only be approved by a Director, and only in exceptional circumstances. The reasons will be clearly explained to the complainant. If we cannot come to an agreement with you, you can contact the Housing Ombudsman Service.

In our response we will summarise your complaint, 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. The matter will be closed if asked-for information is not received within four weeks without good reason.

Review

If you’ve raised an issue and you don’t agree the remedy is appropriate, a review can be requested within four weeks of the resolve response being sent to you.

A two-person panel will be arranged to investigate the complaint which will include the necessary Director or Assistant Director and either a senior manager or resident panel member.

The normal response target is 20 working days. If your complaint is complex, it may be extended by 20 additional working days. If this is the case you will be notified – with the reasons why clearly communicated. Any longer extension can only be approved by a Director, and only in exceptional circumstances. The reasons will be clearly explained to the complainant.

If we cannot come to an agreement with you, you can contact the Housing Ombudsman Service.

The panel will decide:

• what information it needs and how the review will be conducted
•  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 summarise the complaint, 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.

The matter will be closed if requested information is not received within four weeks without good reason.