1. Introduction
1.1. The purpose of this policy is to set out how we, will respond to and manage complaints in a fair and consistent way.
1.2. Our aim will always be to resolve complaints as quickly as possible by taking an open, accountable and outcome focussed approach.
1.3. We recognise that all complaints represent an opportunity to rebuild trust with our residents as well as providing us with opportunities to learn and make service improvements. The Governance Team reviews complaints and their responses to ensure they meet the requirements of the policy and procedure.
1.4. We also like to know when we have done something well and exceeded your expectations. Therefore, we also monitor and respond to compliments that come into us.
2. Policy Statement
Definition of a complaint:
2.1. We adopt the Housing Ombudsman’s definition of a complaint as follows:
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.
2.2. You do not have to use the word “complaint” for your concern to be treated as a complaint. If you express dissatisfaction that meets the definition above, we will treat it as a complaint and explain the complaints process.
Definition of a request for service:
2.3. A request for service is a request from a resident to the landlord requiring action to be taken to put something right (for example, reporting a repair).
2.4. Requests for service are not complaints, but they are recorded, monitored and reviewed.
2.5. We recognise that where a request for service is not handled appropriately, delays occur, or you are dissatisfied with our actions or lack of action, this may result in a complaint being raised.
Exclusion:
2.6. The following matters are not classed as complaints under this policy:
- Reports of anti-social behaviour (ASB) are managed under our ASB policies and procedures. However, complaints about how we have handled reports of ASB (for example, delays, communication, failures to follow process or take appropriate action) will be accepted under this Complaints Policy;
- A first-time request for service e.g. a repair request;
- Survey feedback e.g. from information you provide from our nominated feedback provider;
- Complaints about services not authorised by us;
- Complaints relating solely to volunteering activities, where the matter does not relate to service delivery or the services provided by us;
- Legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court;
- Complaints about any policy, process or rule of law will likely be excluded, however we will review each case on merit.
Service charge disputes about the level of a service charge or increase may need to be addressed via the First-tier Tribunal. However, we will consider complaints about service charge administration and service delivery (for example, being charged for a service not received, poor communication, unreasonable delay, or how a charge has been calculated/explained).
2.7. We will accept complaints made within 12 months of the issue occurring, or within 12 months of the resident becoming aware of the issue. We will consider discretion to accept complaints outside this time limit only in limited and exceptional circumstances where there are good reasons to do so and where declining to investigate could place the resident at a particular disadvantage. Each case will be considered on its own merits.
Scope of Policy:
2.8. This policy extends to all of our customers including individuals (or their advocates), groups of people or organisations who pay for, receive services from or hold reasonable expectations of us as a service provider.
2.9. Members of the public may also complain if they are directly affected by something that we have done or are planning to do. Members of the public who do not meet the definition a resident complaint under this policy do not have an automatic right to access the Housing Ombudsman with their complaint. We will still seek to address and resolve concerns wherever possible.
2.10. Former residents who contact us within six months of their tenancy ending will also be able to raise complaints in line with this policy.
2.11. Complaints received via MPs or local councillors will be assessed in line with our definition of a complaint and dealt with accordingly. Whilst respecting the role played by MPs and local councillors, this will not lead to a complaint being ‘fast tracked’.
Complaint Process:
2.12. We will deal with each complaint case on its own merits and where necessary deal with the complaint under a different but relevant policy or procedure. We will make this clear to you following our initial assessment of the complaint.
2.13. Complaints can be made:
- By telephone
- By email to complaints@fairhive.co.uk
- Via our website
- Through our social media channels.
- In person to any employee
- Through an advocate, MP or councillor acting on your behalf
2.14. All complaints however made will be processed in line with this policy and the timeframes set out in our Complaints Procedure.
2.15. When we acknowledge a complaint (Stage 1) or an escalation request (Stage 2), we will confirm our understanding of the complaint (the “complaint definition”), the outcomes you are seeking, and clarify any aspects we are not responsible for where this is relevant. If any part of the complaint is unclear, we will ask you for clarification.
2.16. We aim to resolve concerns as early as possible. Early resolution is not an additional stage of the complaints process. If you ask to make a complaint, or if dissatisfaction is expressed and you want to pursue it as a complaint, we will record it as a Stage 1 complaint in line with this policy and our Complaints Procedure.
2.17. Where a complaint relates to an ongoing request for service (for example, a repair), we will continue to progress the service request while we investigate the complaint. Logging a complaint will not stop our efforts to put things right.
2.18. We set out clear timeframes for responding to complaints and how a complaint can be escalated.
2.19. We will provide our complaint response when the answer to the complaint is known, not when all outstanding actions are completed. Any outstanding actions will be tracked to completion, and we will provide appropriate updates to you.
2.20. We have a two-stage complaint process:
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Officer Managing Complaint |
Timeline |
Next steps for complainant |
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Stage 1 |
Complaints Officer and/or applicable Service Manager |
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Stage 2 |
Independent Review of complaint - Senior Manager |
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You do not have to explain your reasons for requesting a Stage 2 review. We will accept any request to escalate and will make reasonable efforts to understand why you remain dissatisfied as part of our Stage 2 investigation and response. At any point you can seek the support of a member of the Residents Complaint Review Group with your complaint by emailing the complaints inbox. |
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Complaint extensions
2.21. If an extension is needed due to complexity, we will explain the reason, confirm the new response date, and the extension will be no more than a further 10 working days (unless there is good reason in line with the Complaint Handling Code). If we cannot respond within the extended timeframe, we will agree update intervals with you until we respond.
Additional issues raised during an investigation
2.22. If you raise additional issues during a Stage 1 investigation and they are related to the existing complaint, we will include them in the Stage 1 response where the response has not yet been issued.
2.23. If the new issues are unrelated, or including them would unreasonably delay the response, or the Stage 1 response has already been issued, we will log the new issues as a separate complaint.
If we do not accept a complaint
2.24. If we decide not to accept a matter as a complaint, we will write to you to explain why the matter is not suitable for the complaints process, what alternative route applies (where relevant), and confirm your right to refer that decision to the Housing Ombudsman.
3. Compliments
3.1. We accept the Cambridge Dictionary definition of a compliment: “a remark that expresses approval, admiration or respect”
Compliment Process
3.2. Compliments can be made via telephone, email, in writing or via our social media channels. Full details are available on our website.
3.3. When we receive a compliment, we acknowledge the same and inform the individual or team to whom it relates.
3.4. We monitor the volume of compliments received, report and publish it, quarterly alongside our complaint reporting.
4. Unreasonable or Persistent Complainants
4.1. Should the behaviour of a complainant adversely affect our ability to adequately support other complaint investigations then such behaviour may be deemed as “unreasonable or persistent”. Whilst always a last resort, in a small number of such cases we may decide to restrict the complainant’s contact with us.
4.2. Such restrictions will require the approval of a Head of Service, Assistant Director or Executive Director and may include limiting contact to a specific employee and/or agreeing that communication is restricted to only one type such as phone, email or letter. (We will aim to agree an appropriate method with the complainant and confirm this formally in writing). Any such decisions will demonstrate regard for the Equalities Act.
4.3. We will still aim to resolve the complaint in line with our Complaints Procedure.
4.4. Additional information regarding this subject can be found in the “Unreasonable or Persistent Complainants” guidance document.
5. Housing Ombudsman Service (HOS)
5.1. Membership of the Housing Ombudsman Scheme is mandatory.
5.2. The purpose of the Scheme is to enable residents and other individuals to have complaints about member landlords investigated by a Housing Ombudsman. The role of the Ombudsman is to resolve disputes involving members of the Scheme, including making awards of compensation or other remedies where appropriate, as well as to support effective landlord tenant dispute resolution by others.
5.3. As a condition of membership of the Scheme, we must:
- Agree to be bound by the terms of the Scheme
- Establish and maintain a complaints procedure in accordance with good practice recommended by the Ombudsman
- Inform residents of their right to bring complaints to the Ombudsman
- Publish their complaints procedure, and membership of the Scheme, and make information about both easily accessible to those entitled to complain
- Manage complaints from residents in accordance with their published procedures or, where this is not possible, within a reasonable timescale
- Respond promptly to information requests made by the Ombudsman.
5.4. At any point during the complaints process, complainants have the right to refer their complaint to the Housing Ombudsman without the need to exhaust the landlord’s complaints process.
5.5. Contacting the Housing Ombudsman Service:
The Housing Ombudsman Service is free, independent and impartial.
Housing Ombudsman Service
Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk
Address: Housing Ombudsman Service PO Box 152 Liverpool L33 7WQ
Residents may contact the Housing Ombudsman Service at any stage of their complaint for advice and guidance
5.6. The Complaint Handling Code sets out requirements for member landlords that will allow them to respond to complaints effectively and fairly. Some elements of the Code are prescriptive, whilst in some areas, landlords are able to use their discretion. The purpose of the Code is to enable landlords to resolve complaints by residents quickly and to use the learning from complaints to drive service improvements. It also aims to help create a positive complaint handling culture amongst employees and residents.
5.7. Landlords are required to self-assess against the Code annually. Non-compliance could result in the Ombudsman issuing a complaint handling failure order.
5.8. As a member of the HOS (as required by the Housing Act 1996 (amended by the Housing Regeneration Act 2008)) we will cooperate fully with the Ombudsman making all files and records available on request. Actions required as a result of any determinations will be overseen by either the Chief Executive or the relevant Director supported by our employees as required. We will ensure full compliance of the Ombudsman’s “Final Determination” barring any exceptional circumstances.
6. Compensation
6.1. We aim to provide the highest standards of service at all times, to all of our residents and customers. However, we recognise that there may be times when residents or customers may suffer some disadvantage or loss as a result of our actions, errors or mistakes and that in some instances compensation may be the most appropriate form or remedy.
6.2. This policy ensures that we meet our regulatory and statutory obligations to ensure that residents, housing applicants and others have ready access to an effective Compensation Policy, which is administered efficiently. We will apply this policy in conjunction with the Compensation Procedure that has been produced to support this policy. Both documents are well publicised, both internally and externally.
6.3. Full details of compensation eligibility, set payments and calculation methods (including loss of heating/hot water) are set out in our Compensation Procedure, available on our website / on request.
6.4. This policy does not replace our legal liabilities arising from public liability claims which are covered by our insurance policies.
6.5. Each of our service areas are responsible for considering compensation claims that fall within their area or responsibility and for determining any awards that may be made based on the application of this policy and the supporting procedure.
6.6. For claims where a personal injury or accident claim is being made; these will be directed to our insurance company and dealt with outside of this policy and procedure.
7. Monitoring
7.1. This policy will be reviewed every three years subject to significant changes in legislation, regulation or governance arrangements that require an immediate update. This policy is accessible to all of our tenants and stakeholders without exception.
7.2. Performance measures and targets have been developed to help determine the efficiency and effectiveness of our complaint service. Internal and external feedback will be used to obtain complaints performance information and identify progress and service improvements. These will be reported to senior management within the organisation and its Board. Performance on complaints handling will also be published on our website at least twice a year.
7.3. We will regularly review complaint root causes and trends to inform improvements and training requirements.
8. Publicising the complaints policy
8.1. We will make this policy and the Complaints Procedure easily accessible by publishing them on our website, providing details at tenancy sign-up, promoting routes to complain through resident communications (for example newsletters and posters), and ensuring employees can explain how to complain.
8.2. We will also publish details of the Housing Ombudsman and the Complaint Handling Code alongside our complaint’s information.
9. Impacts
Resident/Employee Implications -
All employees across the organisation are responsible for the implementation of this policy.
We will engage with the Residents’ Forum and relevant subgroups, the Housing Ombudsman and maintain relevant compliance under the current legislation. (See section 9)
Equality, Diversity & Inclusion -
This policy will conform to all Equality and Diversity legislation and requirements set out by the Group’s Equality and Diversity Policy.
Reasonable adjustments in line with the Equalities Act such as accessibility to discuss complaints with employees, allowing more time than we would usually for someone to provide information that we need and the provision of information in a different format e.g. large print, audio tape, an alternative language or where the services of a translator are required can be provided upon request.
Value for Money -
All complaint responses will be subject to review by the Governance Team who will ensure that potential opportunities for improvement are identified. Service Managers are responsible for developing and implementing improvement work discovered during a complaint investigation. We will publish learnings outcomes from complaints as part of our Annual Complaints Performance and Service Improvement Report, on our website and in publications such as newsletters.
In certain cases, there may be times when residents or customers may suffer some disadvantage or loss as a result of actions, error or mistakes made by us. In these instances, compensation may be considered.
We will regularly review the cost and quality of the complaints handling service and seek efficiencies. To assist with this process, we will obtain relevant benchmarking information provided by other housing providers. providers.
Data Protection -
All due care is taken to protect data held by us and in particular, ensure we keep all Resident Data secure and meet with Data Protection requirements.
Accountability -
This policy has been revised following consultation with the Residents’ Forum.
Quality -
We look to ensure that our residents are safe in their home by supporting the provision of well-maintained homes which are in line with legislative and regulatory requirements.
When things go wrong -
Residents can communicate concerns through our formal channels. Via telephone, email, our website or our social media channels.
10. Related Legislation
The Housing Act 1996
The Housing & Regeneration Act 2008
The Localism Act 2011
Data Protection Act 2018
Equality Act 2010
Landlord and Tenant Act 1985 and 1995
(Housing Corporation) Circa 33/94 – Right to Repair and Right to Compensation for Improvements
Leasehold Reform, Housing and Urban Development Act 1993
Compensation Procedure
Complaints Procedure
Unreasonable or Persistent Guidance Document
Service Charge Policy
| Author | Faziela Dharsey |
| Job title | Governance Team |
| Date approved | July 2026 |
| Review due date | July 2029 |
