Complaints Policy and Procedures

Complaints Policy and Procedures

We are committed to providing an excellent service to Almshouse Residents. As part of this commitment, we have adopted policy and procedures that aim to resolve any complaints effectively and in a way that the Resident will see as fair and thorough.

All complaints will be examined in line with our Complaints Policy, a full copy of which can be downloaded here:

Complaints Policy

Making a complaint

Stage One

In the first instance, all complaints, whether written or otherwise, should be made to the Clerk to the Trustees.  All complaints will be acknowledged in writing within five working days.  We aim to resolve the complaint within 10 working days from the receipt of the complaint.

There may be occasions when the timescales cannot be met.  In these cases, an explanation of the reasons for any delay will be given.  This will not exceed a further 10 days without good reason.

The Resident will be given a fair opportunity to set out their position and comment on any adverse findings before a final decision is made.

Our response will include saying how the Resident can appeal at each stage if dissatisfied with the outcome.

Stage Two

In the event that we are unable to remedy the complaint, the Resident may appeal to the Chairman of the Appointments and Welfare Committee, who will consider the complaint.  We will seek to resolve the complaint within 20 working days from receipt of the complaint.  If this is not possible, we will give an explanation and a date by when the Stage-Two response should be received.  This will not exceed a further 10 days without good reason.

The Resident will be given a fair opportunity to set out their position and to comment on any adverse findings.

Housing Ombudsman Service

As well as offering Residents an opportunity to appeal against the Trustees’ decisions, the Housing Ombudsman Service is able to support Residents throughout the complaints process.

The service can be contacted by post, telephone or e-mail or through its website:

Address:          Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET

Telephone:      0300 111 3000

 Email:              info@housing-ombudsman.org.uk

Web:               www.housing-ombudsman.org.uk

Housing Ombudsman Complaints Handling Code

This policy is updated in line with the Housing Ombudsman Service Complaint Handling Code, which can be viewed here:

The Complaint Handling Code | Housing Ombudsman Service

The most recent copies of our Complaint Handling Self-Assessment, Annual Complaints Performance and Service Improvement Report and the Trustee’s Response to the Annual Complaints Performance and Service Improvement Report can be viewed below:

Complaint Handling Self-Assessment

Annual Complaints Performance and Service Improvement Report

Trustee’s Response to the Annual Complaints Performance and Service Improvement Report 2024