Section 1: Definition of a complaint
1.2
A complaint must be defined as: ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’ Yes Complaints Policy Section 3.1
This enhanced complaint definition is included within CCHA’s updated Complaints Policy (V4, March2024)
1.3
A resident does not have touse the word ‘complaint’ for it tobe treated as such. Whenever a resident expresses dissatisfaction landlords must give them the choicetomake complaint. A complaint that is submitted via a third party or representative must be handled in line with the landlord’s complaints policy.
Yes Complaints Policy Section 4.3, CCHA Website and staff training
The Complaints Policy provides guidance in relation to this, and is further communicated through complaints training, where examples are reviewed. There is additional support from the Customer Experience Team (CET) interms of giving advice and support to help identify whether, a ‘query’ raised could in fact be a complaint. CCHA also has a clear ‘third party’ consent processto further facilitate submitting a complaint.
1.4
Landlords must recognise the difference between a service request and a complaint. This must be set out in their complaints policy. A service request is arequest from a resident to the landlordrequiring action to be taken to put something right. Service requests arenot complaints, but must be recorded, monitored and reviewed regularly.
Yes Complaints Policy Section 4.4, CCHA Website and staff training
As with requirement 1.3. the Complaints Policy provides guidance onthis and is further communicated through complaints training and support from the CET.
1.5
A complaint must be raised when the resident expresses dissatisfaction with the responseto their service request, even if the handling of the servicerequest remains ongoing. Landlords must not stop their efforts to address the service request if the resident complains.
Yes Complaints Policy Section 4.4
1.6
An expression of dissatisfaction with services made through a survey is not defined as a complaint, though wherever possible, the person completing the survey should be made aware of how they can pursue a complaint if they wish to. Where landlords ask for wider feedback about their services, they also must provide details of how residents can complain. Yes Complaints Policy Section 5.2
This has been amendedwithin the Complaints Policy and is featured within training. It is in the best interests of CCHA and the complainant to ensure a service request remains on-going to ensure an expedient resolution. Where complaints aremade there is a process to ensurethat such servicerequests aretracked to resolution where acomplaint is logged bythe CET.
This has now been clarified and made explicit within the Complaints Policy and will continue to be monitored by the CET, who on identifying a complaint from resident satisfaction feedback, will raise as a complaint.
Section 2: Exclusions
2.1
2.2
Landlords must accept a complaint unless thereis a valid reason not to do so. If landlords decide not to accept a complaint they must be able to evidence their reasoning. Each complaint must be considered on its own merits
A complaints policy must set out the circumstances in which a matter will not be considered as a complaint or escalated, and these circumstances must be fair and reasonable to residents. Acceptable exclusions include:
The issue giving rise tothe complaint occurred over twelve months ago.
Legal proceedings have started. This is defined as details of the claim, such as the Claim Formand Particulars of Claim, having been filed at court.
Matters that have previouslybeen considered under the complaints policy.
Yes Complaints Policy Section 4.5 As per the Complaint Handling Code (CHC),this requirement has been added to the Complaints Policy. Additionally, CCHA will inform the complainant of why a complaint has not beenaccepted, and how they can contact the Housing Ombudsman, if they wish to seek independent advice.
Yes Complaints Policy Sections 4.2 & 4.4 As per the CHC, these exceptions have been explicitly added to the Complaints Policy.
2.3
Landlords must accept complaints referred to them within 12 months of the issue occurring or the residentbecoming aware of the issue, unless theyare excluded on other grounds. Landlords must consider whether to apply discretion toaccept complaints made outside this timelimit where there are good reasons to doso.
Yes Complaints Policy Section 4.2
2.4
2.5
As per the CHC, this discretion has been added to the Complaint Policy. This will also be communicated to Complaints Managers through training and the CET is aware of this requirement. The historic ethos of CCHA has been toaccept such complaints.
If a landlord decides not to accept a complaint, an explanation must be provided to the resident setting out the reasons why thematter is not suitablefor the complaints process and the right to take that decision tothe Ombudsman. If the Ombudsman does not agree that the exclusion has been fairly applied, the Ombudsman may tell the landlord totake on the complaint. Yes Complaints Policy Section 4.5 This requirement has been further clarified within the Complaint Policy and will be further communicated through complaints training and guidance from the CET. In all correspondence the complainant’s right to escalate to the HO isexplicit, it is also a themerunning through the complaints pages on the website and is part of colleague complaints training.
Landlords must not take a blanket approach to excluding complaints; they must consider the individual circumstances of each complaint.
Section 3: Accessibility and Awareness
3.1
Landlords must make it easy for residents to complain by providing different channels through which they can make a complaint. Landlords must consider their duties under the Equality Act 2010 and anticipate the needs and reasonable
Yes Complaints Policy Section 4.5 This requirement has been clarified withinthe Complaint Policy and will be further communicated through complaints training and guidance from the CET. CCHA’s ethos is to accept complaints and use them as an opportunity to learn. Therefore, such a circumstance would be highly exceptional.
There aremultiple ways residents can raise a complaint. These arepromoted through the Complaints Policy, website and general communications. The options currently available are:
Telephone
Code provision Code requirement
adjustments of residents who may need to access the complaints process.
Yes / No
3.2
3.3
Residents must be able to raisetheir complaints in any way and with any member of staff. All staff must be aware of the complaints process and be ableto pass details of the complaint to the appropriateperson within the landlord.
High volumes of complaints must not be seen as anegative, as they can be indicative of a well-publicised and accessible complaints process. Low complaint volumes are potentially a sign that residents are unable to complain.
3.4
Landlords must make their complaint policy available in a clear and accessible format for allresidents. This will detail the two stage process, what will happen at each stage, and the timeframes for responding. The policy must also be published on the landlord’s website.
Commentary / explanation
In person
Social media
Webchat
Satisfaction survey
Third party advocate
In writing
There are also arange of translation services, to support the logging of a complaint. Alternatively, officers willassist residents to raise acomplaint, if requested/ required.
Yes Complaints Policy Section 5.2 The complaints process is communicated to all staff. The CET track complaints to ensure they have followed the correct process.
Yes Complaints Policy Section 8.3 This has been added to the Complaints Policy. CCHA see complaints as a valuable learning opportunity and complaints data, survey data, compliments data, and compensation is used to inform service improvements at quarterly operational complaints improvement and learning workshops.
Yes Complaints Policy is made available on CCHA’s Website, Residents’ Voice Report, social media channels, offices and schemes, and through communications with front line teams.
The Complaints Policy is accessible across all channels and accessible, withtranslating services on the websiteand available at request on allother channels. The Complaints Policy clearly details the two stages and timeframes for complaints (as per section 5 of this selfassessment).
3.5
3.6
The policy must explainhow the landlord will publicise details of the complaints policy, including information about the Ombudsman and this Code.
Landlords must giveresidents the opportunity to have a representative deal with theircomplaint on their behalf, and to be represented or accompanied at any meeting with the landlord.
3.7
Landlords must provide residents with information on their right to access the Ombudsman service and how the individual can engage with the Ombudsman about their complaint.
Yes CCHA Website
This is available on CCHA’s website, referred to within communications relating to complaints and conversations with complainants. Details of the HO are also withinthe Residents’ Voice Report and Residents’ Annual Report.
Yes Complaints Policy Section 5.2 This is explicit withinthe Complaints Policy and is common practice at CCHA.
Yes CCHA Website, Complaints Policy Sections 4.5 and 6.6
This is communicated on CCHA’s website and across all other correspondence and communication relating to complaints.
Section 4: Complaint Handling Staff
4.1
Landlords must have a person or team assigned to take responsibility for complaint handling, including liaison with the Ombudsman and ensuring complaints are reported tothe governing body (or equivalent). This Code willrefer tothat person or team as the ‘complaints officer’. This rolemay be in addition toother duties.
4.2
4.3
The complaints officer must have access to staff at all levels to facilitate the prompt resolution of complaints. They must also have the authority and autonomy toact to resolve disputes promptly and fairly.
Complaints Policy Section 5.4 This role is largely undertaken by the CET. The HO also has aspecific contact email address for CCHA, monitored by theCET.
The Head of Customer Service and Engagement is the senior officer withoverall responsibility for ensuring complaints are reported tothe Board, and that we have aComplaints Policy and process in place that meets all ofthe requirements within the CHC.
Complaints Policy Section 6.2.4 The CET have access to all staff at all levels, to facilitatethe resolution of complaints.
Landlords are expected to prioritise complaint handling and aculture of learning from complaints. All relevant staff must be suitably trained in the importance of complaint handling. It is important that complaints areseen as a coreservice and must be resourced to handle complaints effectively. Yes Complaints Policy Sections 4.1, 5.4, 6.2.4, 6.5, 8.1, 8.2
Learning from complaints is shared in quarterly operational complaint/service improvement workshops and is alsoshared with colleagues, BoardMembers and residents, through the biannual Residents’ Voice Report and annual Residents’ Report.
Complaints data is alsoshared with the Residents’ Scrutiny Panel, to help select topics of scrutiny.
Section 5: TheComplaint Handling Process
5.1
5.2
Landlords must have a single policy in place for dealing with complaints covered by this Code. Residents must not be treated differently if they complaint.
The early and local resolution of issues between landlords and residents is key to effective complaint handling. It is not appropriatetohave extra named stages (such as ‘stage 0’ or ‘informal complaint’) as this causes unnecessary confusion.
5.3
5.4
A process withmore than twostages is not acceptable under any circumstances as this will make the complaint process unduly long and delay access to the Ombudsman.
Where a landlord’s complaint response is handled by a third party (e.g. a contractor or independent adjudicator) at any stage, it must form part of the two stage complaints process set out in this Code. Residents must not be expected togo through two complaints processes.
5.5
& Complaints Policy We have one Complaints Policy and residents are not treated any differently when they have a complaint/s with CCHA.Culturally complaints are seen as alearning opportunity, which is reinforced through communications and training to staff.
Complaints Policy Section 6.2.1 There is no ‘stage 0’ within CCHA. Weoperate a two-stage process in line with the CHC.
Complaints Policy Section 6.1 CCHA continues tohave atwo-stage process. The Complaints Policy clearly outlines this.
Yes Complaints Policy Section 6.1 CCHA do not rely on third parties tohandle complaints. Complaints are managed internally, to ensure objectivity andtransparency, and to facilitate learning.
5.6
Landlords are responsible for ensuring that any thirdparties handlecomplaints inline with the Code.
When acomplaint is logged at Stage 1 or escalated to Stage 2, landlords must set out their understanding of the complaint and the outcomes the resident is seeking. The Code will refer tothis as “the complaint definition”. If any aspect of the
Yes Complaints Policy Section 5.4. CCHA deals with all complaints internally As 5.4, CCHA do not rely on third parties to handle complaints.
Yes Complaints Policy Section 6.2.1 This element has nowbeen added tothe Complaints Policy and was previously seen as good practice when responding to complaints. Letter templates have been adjusted to accommodate this andwill be further ratified through training with complaint managers.
5.7
complaint is unclear, theresident must be asked for clarification.
When acomplaint is acknowledged at either stage, landlords must be clear which aspects of the complaint they are, and are not, responsiblefor and clarify any areas wherethis is not clear.
At each stage ofthe complaints process, complaint handlers must:
5.8
a. deal with complaints on their merits, act independently, and have an openmind;
b. give the resident afairchance to set out their position;
c. take measures to address any actual or perceived conflict of interest; and
d. consider all relevant information and evidence carefully.
5.9
5.10
Where aresponse to a complaint will fall outside thetimescales set out in this Code, the landlordmust agree with theresident suitable intervals for keeping them informed about theircomplaint.
Landlords must make reasonable adjustments for residents where appropriateunder the Equality Act 2010. Landlords must keep arecord of any reasonable adjustments agreed, as wellas a record of any disabilities a resident has disclosed. Any agreed reasonable adjustments must be kept under active review.
5.11
Landlords must not refuse to escalatea complaint through all stages of the complaints procedure unless it has valid reasons to do so. Landlords must clearly set out these reasons, and they must
6.2.4 This element has nowbeen added tothe Complaints Policy and was previously seen as good practice when responding to complaints.
These requirements are clearly set out withinthe Complaints Policy, and are common practice at CCHA.
6.2.1 This continues tobe maintained within the Complaints Policy. This is something which is traced and managed by the CET.
This element of the Complaints Policy now refers to the Equality Act 2010.CCHA’s Housing Management System also stores data of required adjustments, including third party consent. It is also seen as good practice to discuss preferred contactmediums at the commencement of handling a complaint.
This requirement continues tobe explicit within the Complaints Policy. Additionally complaint letter templates for stage 1 clearly offer the opportunity to escalateto stage 2.
5.12
comply with the provisions set out in section 2 of thisCode.
A full record must be kept of the complaint, and the outcomes at each stage. This must include the original complaint and the datereceived, all correspondence with the resident, correspondence with other parties, and any relevant supportingdocumentation such as reports or surveys.
5.13
5.14
Landlords must have processes in place to ensure a complaint canbe remedied at any stage of its complaints process. Landlords must ensure appropriate remedies can be provided at any stage of the complaints processwithout the need for escalation.
Landlords must have policies and procedures in place for managing unacceptable behaviour from residents and/or their representatives. Landlords must be abletoevidence reasons for putting any restrictions in place and must keep restrictions under regular review.
5.15
Any restrictions placed on contact due to unacceptable behaviour must be proportionate and demonstrateregardfor the provisions of the Equality Act 2010.
This requirement continues tobe explicit within the Complaints Policy. There is a‘complaint module’ within the Housing Management System to storethis data. This is further enhanced with ‘spot checks’ routinely carried out by the CET, the Head of Customer Service & Engagement, and the Board Complaints Champion (Member Responsible for Complaints).
6.2.4 This requirement continues tobe explicit within the Complaints Policy. This also features within training.
It is always our intention toresolve as many complaints at Stage 1as possible, and to seek a prompt and agreeableresolution for residents.
The Unacceptable Behaviour and Unreasonable Demands Policy is clearly referenced withinthe Complaints Policy and available both internally and externally. Application of this policy is only applied in exceptional circumstances. Where we do apply this policy, reasons are evidenced and explained to the resident/s or third party.
Any restrictions can only be applied by members of the Senior LeadershipTeam or Executive Leadership Team and are subject to athorough review, to ensure restrictions areappropriate and proportionate.
6.1
Landlords must have processes in place to consider which complaints can be responded to as early as possible, and which require further investigation. Landlords must consider factors such as the complexity of the complaint and whether the resident is vulnerable or at risk. Most stage 1 complaints can be resolved promptly, and an explanation, apology or resolution provided to the resident.
6.2
6.3
Complaints must be acknowledged, defined and logged at stage 1 of the complaints procedure within five working days ofthe complaint being received
Landlords must issue a full response to stage 1 complaints within 10 working days of the complaint being acknowledged.
6.4
6.5
Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale forresponse. Any extension must be no more than 10 working days without good reason, and the reason(s) must be clearly explained tothe resident.
When an organisation informs a resident about an extension to these timescales, they must be provided withthe contact details of the Ombudsman.
This requirement continues tobe explicit within the Complaints Policy. Complaints training also discusses a number of potential resolution scenarios. Resolution outcomes are also shared through the quarterly operational service improvement workshops. The CET is also available to offer support and adviceto complaint managers.
This requirement continues tobe explicit within the Complaints Policy and performance is monitored and tracked by the CET.
This requirement continues tobe explicit within the Complaints Policy. Performance is tracked by the CET.
This requirement continues tobe explicit within the Complaints Policy. Again, performance against any extensions is also tracked.
All complaints correspondence makes reference to the Ombudsman withtheir contact details. Additionally details of the Ombudsman are also available on CCHA’s website, along withthe Complaints Policy and CHC self-assessment.
6.6
6.7
A complaint responsemust be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue arecompleted. Outstanding actions must still be tracked andactioned promptly with appropriate updates provided to the resident.
Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law andgood practice where appropriate.
6.8 Where residents raise additional complaints during the investigation, these must be incorporated into the stage 1 response if they arerelated,andthe stage 1 response has not been issued. Where the stage 1 response has been issued, the new issuesare unrelated to the issues alreadybeing investigated or it would unreasonably delay the response, the new issues must be logged as a newcomplaint.
Landlords must confirm the following in writing to the resident at the completion of stage 1 in clear, plain language:
a. the complaint stage;
b. the complaint definition;
c. the decision on thecomplaint;
6.9
d. the reasons for anydecisions made;
e. the details of any remedy offered to put things right;
f. details of anyoutstanding actions; and
g. details of how to escalate the matter to stage 2if the individualis not satisfiedwith theresponse.
Complaints Policy 6.2.1 This requirement continues tobe explicit within the Complaints Policy. Additionally, any agreed post-complaint handlingactions aretrackedto resolution via the CET.
Complaints Policy 6.2.4 This has now been added tothe Complaints Policy in more detail and will be included in Complaint Handling Training.
Complaints Policy 6.2.2 This requirement continues tobe explicit within the Complaints Policy. New issues raised would be treated as a new/fresh complaint.
Yes Complaints Policy 6.2.6 Whilst already custom and practice within CCHA this has been added to the Complaints Policy verbatim and is part of letter templates available to all complaint handling staff. These letter templates are alsoshared with complaint managers on allocationof a complaint.
6.10
If all or part of the complaint is not resolved to the resident’s satisfaction at stage 1, it must be progressed tostage 2 of the landlord’s procedure. Stage 2 isthe landlord’s final response.
6.11
6.12
Requests for stage 2must be acknowledged, defined and logged at stage 2 of the complaints procedure within five working daysof the escalation request being received.
Residents must not be required toexplain their reasons for requesting a stage 2 consideration. Landlords are expectedto make reasonable efforts to understand why a resident remains unhappy as part of its stage 2response.
6.13 The person consideringthe complaint at stage 2 must not be the sameperson that considered the complaint at stage 1.
6.14
Landlords must issue a final response to the stage 2within 20 working days of the complaint being acknowledged.
Whilst already custom and practice within CCHA this has been added to the Complaints Policy verbatim.
This requirement continues tobe explicit within the Complaints Policy and performance against this is tracked by the CET.
Whilst already custom and practice within CCHA this has been added to the Complaints Policy verbatim.
This continues to be explicit within the Complaint Policy. Stage 2complaints aremanaged by a member/s of the Executive LeadershipTeam (ELT).
This requirement continues tobe explicit within the Complaints Policy, thereare also processes in place within the CET tomonitor and report onthis.
6.15
Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then informthe resident of the expected timescale for response. Any extension must be no morethan 20 working days without good reason, and the reason(s) must be clearly explained tothe resident.
6.16
When an organisation informs a resident about an extension to these timescales, they must be provided withthe contact details of the Ombudsman.
6.17
This requirement continues tobe explicit within the Complaints Policy. Any extension required to handle/respond to a complaint is discussed and agreed with the complainant.
6.18
A complaint responsemust be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue arecompleted. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.
Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law andgood practice where appropriate.
Whilst already custom and practice within CCHA this has been added to the Complaints Policy verbatim. Additionally, all complaints correspondence letter templates also refer tothe Ombudsman with contact details.
Whilst already custom and practice within CCHA this has been added to the Complaints Policy verbatim. Subsequent actions are alsotracked by the CET. Learning fromcomplaints is also shared with the quarterly operational complaint/service improvement workshopsand shared with both colleagues, BoardMembers and Residents through the bi-annual Residents’ Voice Report and annual Residents’ Report.
This has now been added to the Complaints Policy in more detail and is part of the complaint handling training.
6.19
Landlords must confirm the following in writing to the resident at the completion of stage 2 in clear, plain language:
a. the complaint stage;
b. the complaint definition;
c. the decision on thecomplaint;
d. the reasons for anydecisions made;
e. the details of any remedy offered to put things right;
f. details of anyoutstanding actions; and
g. details of how to escalate the matter to the Ombudsman Service if the individualremains dissatisfied.
6.20
Stage 2is the landlord’s final response and must involveall suitable staff members needed to issue such a response.
Section 7: Putting things right
7.1
Where something has gone wrong a landlord must acknowledge this and set out the actions it has already taken, or intends totake, to put things right. These can include:
Apologising;
Acknowledging wherethings have gone wrong;
Providing anexplanation, assistance orreasons;
Taking action if there hasbeen delay;
Reconsidering or changing a decision;
Yes Complaints Policy 6.3.2
Whilst already custom and practice within CCHA this has been added to the Complaints Policy verbatim.
Yes Complaints Policy 6.3.1 This requirement continues tobe explicit within the Complaints Policy. Allinformation, data and staff members required, to enable a thorough response are made available. Amember of ELT has overall responsibility to be the complaint manager at Stage 2.
Yes Complaints Policy Section 7 Wherethere have been minor changes to this requirement they have been added tothe Complaints Policy. This again is seen as good practice and potential complaint resolution outcomes areshared through Complaint Handling Training and discussed with complaints to ensurepositive outcomes.
7.2
Amending arecord or adding a correction or addendum;
Providing a financialremedy;
Changing policies, proceduresor practices.
Any remedy offered must reflect the impactontheresidentasaresultofany fault identified.
7.3
7.4
The remedy offer must clearly set out what will happen and by when, in agreement with the resident whereappropriate. Any remedy proposed must be followed through tocompletion.
Landlords must take account of the guidance issued by theOmbudsman when deciding on appropriate remedies.
Section 8: Putting things right
8.1
Landlords must producean annual complaints performanceand service improvement report for scrutiny and challenge, which must include:
a. the annual self-assessment against this Code to ensuretheir complaint handling policy remains in line with its requirements.
b. a qualitative and quantitative analysis of the landlord’s complaint handling performance. This must also include a summaryof the types
Yes Complaints Policy 7.2
Where there have been minor changes to this requirement, they have been added to the Complaints Policy. This is further bolstered through CCHA’s Compensation Policy which has amatrix to determine impact and fault when offering compensation as a remedy. Resolution options are also discussed with complainants.
Yes Complaints Policy 7.3 This requirement continues tobe explicit within the Complaints Policy. Additionally, any remedy/solution is also tracked by the CET to completion. Potential resolution suggestions are discussed with complaints as this is seen as good service, ensures a satisfactory outcomeand best practice.
Yes Complaints Policy 7.3
This has now been added tothe Complaints Policy and rolled out throughtraining. Potential resolution methods are alsoshared at the operational quarterly complaint/service improvement workshops.
Yes Requirement a is reported to the Board annually in the Annual report of compliance with the CHC
The annual self-assessment is alsopublished on CCHA’s website and submitted to the RSH as part of CCHA’s Tenant Satisfaction Measures submission.
Information within requirements b-f, are reported bi-annually within the Residents Voice Report to the Board and residents. This specific information willbe pulled out of the RVR into a standalone ‘complaints performance and service improvement report’ andpublished as
8.2
of complaints the landlord has refusedto accept;
c. any findings ofnon-compliance with this Code by theOmbudsman;
d. the service improvements made as a result of the learning from complaints;
e. any annual report about the landlord’s performance from the Ombudsman; and
f. any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord.
The annual complaints performance and service improvement report must be reported to the landlord’s governing body (or equivalent) andpublished on the on the section of itswebsite relating to complaints. The governing body’s response to the report must be published alongside this.
Yes The bi-annual Residents’Voice Report is reported to theBoard and is published in the Customer Feedback Section of CCHA’s website.
Areas to further strengthen:
A brief statement from the Board will be published alongside each report. It is suggested that the BoardChampion for Complaints provides this response.
This specific information will be pulled out of the RVR into a standalone ‘complaints performance and service improvement report’ andpublished as a separatereport.
8.3
Landlords must also carry out a selfassessment following a significant restructure, merger and/or change in procedures.
8.4
8.5
Landlords may be asked toreview and update the self-assessment following an Ombudsman investigation.
If a landlord is unableto comply with the Code due to exceptional circumstances, such as a cyber incident, they must inform theOmbudsman, provide information toresidents who may be affected, and publish this on their website. Landlords mustprovide a timescalefor returning to compliance with the Code.
Yes Not applicable as yet. However, CCHA would adopt thisapproach.
Yes Not applicable as yet. However, CCHA would adopt thisapproach.
Yes Not applicable as yet. However, CCHA would adopt thisapproach.
CCHA will continue tocarry out an annualselfassessment, unless this was brought forward through a significant restructure, merger or change in procedures.
To dateCCHA has not been asked to review and updatethe self-assessment.
This would be followed if such an event wereto occur.
Section 9: Scrutiny & oversight - continuouslearning andimprovement
9.1
9.2
Landlords must look beyond the circumstances of the individual complaint and consider whether service improvements canbe made as a result of any learning from the complaint.
A positive complaint handling culture is integral to the effectiveness with which landlords resolvedisputes. Landlords must use complaints as a sourceof intelligence to identify issues and introduce positive changes in service delivery.
Yes Learning is shared in the Residents’ Voice Report and the Residents’ Annual Report.
There is a quarterly process in place where operational departmentsmeet toreview satisfaction data, compensation and complaints data, toagree and implement service improvements. The actions agreed aretracked and monitored by the CET.
Yes Learning is shared in the Residents’ Voice Report and AnnualResidents’ Report.
There is a quarterly process in place where operational departmentsmeet toreview satisfaction data, compensation and complaints data, toagree and implement service improvements. The actions agreed aretracked and monitored by the CET.
9.3
Accountability and transparency are also integral to a positive complaint handling culture. Landlords must report back on wider learning and improvements from complaints to stakeholders, such as residents’ panels, staff and relevant committees.
Yes Learning is shared in the Residents’ Voice Report and AnnualReport.
There is a quarterly process whereoperational departmentsmeet toreview, satisfactions data, compensation paid and complaints data to implement service improvements.
Additionally, the Residents’ Scrutiny Panel also uses complaints datatohelp inform scrutiny exercises.
Learning from complaints is shared both internally and externally via the bi-annual Residents’ Voice Report, CCHA’s website and Annual Residents’ Report.
CCHA also undertakes where necessary ‘Complaint Handling Reviews’ to share learning opportunities from Complaint Handling, this is particularly relevant where complaints have been escalated to ‘Stage 2.
9.4
9.5
Landlords must appoint a suitably senior lead person as accountable for their complaint handling. This person must assess any themes or trends toidentify potential systemic issues, serious risks, or policies and procedures that require revision.
In addition to this amember of the governing body (or equivalent) must be appointed tohave lead responsibility for complaints to support apositive complaint handling culture. This person is referred to as the Member Responsible for Complaints (‘the MRC’).
9.6
9.7
The MRC will be responsible for ensuring the governing body receives regular information on complaints that provides insight on the landlord’s complaint handling performance. This person must have access to suitable information and staff to perform this role and report on their findings.
As aminimum, the MRCand the governing body (or equivalent) must receive:
a. regular updates onthe volume, categories and outcomes of complaints, alongside complaint handling performance;
b. regular reviews of issuesand trends arising fromcomplaint handling;
c. regular updates onthe outcomes of the Ombudsman’s investigations and progress made in complying with orders related to severe maladministration findings; and
Yes The Head of Customer Service & Engagement is the Senior Officer responsible for complaint handling in CCHA and is responsible for carrying out the functions described, to identify potential systemic issues, serious risks, or policies and procedures that require revision.
Yes Complaints Policy 8.2
Yes Complaint Policy 8.2, Residents’ Voice Report, Annual Residents’ Report and website.
This role had been previously appointed as ‘Board Complaints Champion’. This has now been additionally referred to as ‘MRC’ within the Complaints Policy.
Yes The MRC and the Boardreceive quarterly KPI updates on complaints and a bi-annual report covering allof the requirements set out in a-d.
The MRC, the Board and residents receive reports detailing CCHA’s complaints insight. The MRC also conducts ‘spot checks,’ intocomplaint handling, reporting findings back tothe Board. The MRCrole has an agreed Role Profile and has access tothe seniorlead person responsible for complaint handling, the CET, and the Executive Lead.
This is covered within the bi-annual Residents’ Voice Report.
In addition,the Board receive updates from the MRC, including findingsand recommendations from spot checks conducted into complaint handling.
9.8
d. annual complaints performance and service improvementreport.
Landlords must have a standard objective in relation to complaint handling for allrelevantemployees or third parties that reflects the need to:
a. have a collaborative andcooperative approach towards resolving complaints, working with colleagues across teams and departments;
b. take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and
c. act withinthe professional standards for engaging with complaints as set by any relevant professional body.
Yes This was rolled out in line with the original Complaint Handling Code specifying this objectivefor relevant staff, through staff appraisals.
Areas to further strengthen: The Senior Officer responsible for Complaint Handling will carry out spot checks to ensure that relevant employees have this as a standard objective within their personal objectives.