Complaints Policy
Introduction
The Hospital of William Parson is committed to providing an excellent service to residents and those who have any dealings with the Charity. Complaints are seen as a positive way to improve services for the benefit of all.
The definition of a complaint, as prescribed by the Housing Ombudsman, is ‘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.’ The word ‘complaint’ does not have to be used for it to be treated as such.
This policy takes account of the Complaint Handling Code which became statutory on 1 April 2024. The Social Housing (Regulation) Act 2023 places a duty on the Housing Ombudsman to monitor compliance by landlords with the Complaint Handling Code.
A request to take action to put something right (a service request), will be acted on by the Charity, keeping a record of these requests and monitoring them regularly. A complaint can be raised if there is dissatisfaction with the response to a service request.
Objective
Trustees will take all complaints seriously. This policy is intended to ensure complaints are handled promptly, sensitively and consistently in line with the approved data processing policy and with regard for confidentiality. Apologies will be given where appropriate. The Charity will try and minimise any upset caused to the person making the complaint, and residents will not be disadvantaged as a result of having made a complaint.
The Charity will ensure that all residents have access to this policy and know how to make a complaint. A copy will be made available for anyone who requests one.
What this policy does not cover
Where the issue giving rise to the complaint occurred over 12 months ago, unless exceptional circumstances apply.
Matters that have already been considered under the policy.
Complaints of a legal nature where a solicitor has been instructed will not be dealt with under this policy.
Complaints that are made anonymously, unless sufficient documentary evidence substantiates the complaint, will not be considered.
Anti -social behaviour, unless a resident feels a report of this has not been handled satisfactorily. ASB will be handled in accordance with the Anti-Social behaviour policy.
Confidentiality
All complaints will be investigated with due regard for confidentiality. The complainant should be made aware that assurances of confidentiality may not be offered if, for example, the complaint relates to matters of financial integrity, where a police investigation may be needed, or if the complaint relates to a safeguarding matter.
Contact details for written complaints
Complaints Officer: Julia Linfoot (Clerk)
c/o The Trust Partnership
6 Trull Farm Buildings
Tetbury
Gloucestershire
GL8 8SQ
T: 01285 841900