Complaints procedure
1. General Policy
1.1 Mission Housing takes complaints seriously and commits to deal with all complaints in a confidential, timely and appropriate manner.
1.2 Our policy is:
To provide a fair complaints procedure which is clear and easy to use;
To give you a prompt response, keep you updated on progress, and address problems efficiently and fairly;
To always be polite and helpful;
To respect confidentiality;
To give you the right to a second opinion;
To make sure that staff and Board members are aware of the procedure and know how to handle complaints;
To ensure in all case that complaints are handled using Biblical principles and that, wherever possible, disputes and disagreements are amicably resolved and that relationships are restored;
To gather information which helps us improve what we do in the future.
1.3 All complaints and any associated information provided will be handled sensitively, and in accordance with relevant data protection requirements. However, Mission Housing reserves the right to involve external parties (including the police and other authorities) and to take legal advice where this is considered necessary.
1.4 The overall responsibility for this procedure and its implementation rests with the Board of Mission Housing.
1.5 Mission Housing operates a Safeguarding Policy. When complaints refer to people or activities covered by that policy, such complaints will be handled in accordance with both policies. In instances where the policies conflict, those contained in the Safeguarding Policy will carry precedence.
2. Receiving and resolving complaints
2.1 Before a formal complaint is made, we encourage people to share their concerns with Mission Housing to see if we can put things right. We hope that most issues can be resolved without the need to use our formal complaint process. However, regardless of whether we can resolve an issue satisfactorily, this is the process of making a formal complaint.
2.2 Formal complaint – stage 1
2.2.1 Complaints should be submitted, in writing (either by email or letter), to the Chief Executive. If the complaint is about the Chief Executive, proceed to stage 2 (see 2.3). The email or letter should be clearly titled as a ‘formal complaint’.
2.2.2 The Chief Executive will acknowledge receipt of the complaint within 10 working days of it being received and will include details of who is dealing with the complaint and when the complainant can expect to have a response. A copy of this procedure will also be included – if not already provided.
2.2.3 If the Chief Executive is on Annual or Sick Leave for longer than 10 working days, the Operations Manager will respond on their behalf. If the complaint has been emailed and an automated out-of-office notice is received by the complainant the email should be resent to the address stated in the out-of-office notice.
2.2.4 Mission Housing will use reasonable endeavours to provide a definitive response within one month of receiving the complaint. If, because of ongoing investigation or for other reasons, this is not possible, a progress update will be provided to the complainant within one month of receiving the complaint.
2.2.5 A definitive response will include:
Actions taken to investigate the complaint;
Conclusions drawn from the investigation;
Actions taken as a result of the investigation.
2.3 Formal complaint – stage 2
2.3.1 Where the complainant is not satisfied with the response, or where the complaint it about the Chief Executive, they should inform the Chair of the Board by writing (by email or letter) a notice of dissatisfaction. This should be done within two months of receiving the response. Notices of dissatisfaction that are received outside of that timeframe may be considered at the discretion of the Board.
2.3.2 The Chair of the Board will acknowledge receipt of the complaint within 10 working days.
2.3.3 The Chair of the Board, either themselves, or with another Board Member / small group of Board Members, will review the original complaint, how it was handled, and the conclusion reached. If Board members had been consulted during stage 1, where possible different Board members will be involved in stage 2. The Board will use reasonable endeavours to provide a definitive response within one month.
2.3.4 The complainant will have the opportunity to have a meeting with the Chair of the Board. The complainant may take a friend or family member to the meeting with the Chair, but not a legal representative or advocate.
2.3.5 Mission Housing’s internal complaints procedure ends with the decision of the Chair of the Board.
2.3.6 At any time the complainant can complain directly to any appropriate regulating authority. Please note the Housing Ombudsman Service will only consider complaints that have been investigated through the above stages.
The Housing Ombudsman’s address is:
Housing Ombudsman Service, 81 Aldwych, London, WC2B 4HN
Telephone: 020 7421 3800
Website: housing-ombudsman.org.uk
The Housing Ombudsman Service will try to sort out most complaints informally, but if this is not possible, they will either propose mediation or arbitration, or will start a formal investigation.
3. Adoption of this policy
3.1 The Board of Mission Housing formally adopted this policy on 27th January 2022. It will be reviewed every two years.