- Primary Business Support
Lower Farm
Foxcotte
Andover
Hampshire SP10 4AA - 01264 324403
- info@primarybs.co.uk
Social Housing Complaints
We have lots of expereience with complaints! Not about us but in developing and managing complaints systems for social landlords in local authorities and housing associations. We know it is often said, but it is none the less true, 'every complaint is an opportunity for a learning experience'.
We see complaints as being occasions when an organisation, or its staff or other representatives, do something that they shouldn't, or fail to do something that they should'. Sounds simple but the difficulty is in the interpretation.
We believe that for complaints to be effectively managed the importance of managing them needs to be recognised from the top of the organisation and strong leadership needs to be displayed. Recent research has shown that in general better performing housing organisations have better complaints handling procedures (based on analysis of Audit Commission overall star ratings and AC comments on their approach to complaints).
What we can do for you
We can assist you in developing a robust complaints handling process, streamlining existing processes and ensuring that you follow best practice so that appropriate lessons are leant from complaints.
The TSA has set required outcomes on complaints handling and we can ensure that you meet its requirements.
We are also happy to provide an external challenge to your response to complaints on an adhoc basis or through a regime of sampling.
If you would like us to undertake an independent investiagtion into specific complaints we are happy to do this for you.
Please see this link for the changes to the way complaints to the Housing Ombudsman must be dealt with under the terms of the Localism Act 2011 . Click here.
If you want to talk through how we can help you to develop a responsive and informative complaints process please get in touch for an informal discussion.
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