We recognise that we need to have an effective complaints process to allow clients to express their dissatisfaction freely. To help clients achieve this, we have defined a complaint as ‘dissatisfaction with the service provided’, specifically where there is evidence that:
We have not followed our policy, procedure or service standards
An employee, agent or contractor has been discourteous or has acted in an inappropriate or unprofessional manner
There are allegations of discrimination or injustice
There are excessive delays
Previous enquiries have not been answered fully and promptly
Complaints must be made within six months of the matter arising.
Responsibilities
Responsibility for dealing with complaints rests with the board of trustees, the chief executive, management team and staff. A clear structure has been established to ensure that complaints are handled effectively. Within Signposts’ complaints procedure there are a maximum of four stages, which are:
Stage 1 - Informal
Clients can express their dissatisfaction by telephone, email, letter, during a visit by staff, or by calling at our office. Our experience shows that if there is dissatisfaction with our service, then the best person to put matters right quickly are the staff who work in that department/hostel. Whether the client is an existing tenant or in the process of making an application, one of our experienced staff members will try to resolve their complaint.
Stage 2 - Formal investigation
If the staff member cannot resolve the client’s concerns, then the manager of the department concerned will look into the matter. As the complaint is now ‘formal’, the client is asked to put their complaint in writing, or email their complaint to us. Alternatively, we will complete the written complaint on behalf of the client, but it must be signed by them to confirm that we have correctly recorded the complaint they want investigated.
Stage 3 - Review of Stage 2 decision
If the client is unhappy with the outcome of their complaint at Stage 2, then the matter will be referred to the chief executive for review.
Stage 4 - Panel review
If the client is unhappy with the outcome of their complaint at Stage 3, a meeting will be arranged with a panel so that the client can have the opportunity to discuss their complaint personally.
Commitment
On receipt of a complaint, we will:
Acknowledge all complaints within 3 working days
Give the contact details of the person dealing with the complaint
Look into the complaint
Make sure that the information is treated confidentially
Reply within 10 working days, unless the complaint is particularly complicated and needs further investigation and, if this is the case, we will tell the client
Make all parties aware that they have 20 working days to inform us if they wish their complaint to move to a different stage
Complaints monitoring
All complaints, including informal complaints, will be logged and analysed centrally so that we can identify trends and service failings and the lessons learned from these. The management team will produce bi-monthly complaint statistical reports and reports for the board of trustees, showing trends and highlights. The responsibility to log the complaint on Inform stays with the member of staff receiving the complaint.
Maintaining detailed records
Accurate and sufficiently detailed records will be kept during all stages of the complaints process. The panel should also write up their findings, and these should be put on the file along with any lessons learned and a follow up action plan. Clients may request copies of these records under the Data Protection Act.
Other options
If you have followed the above stages and are still not happy with the outcome of your complaint, you can appeal to the properties’ landlords:
Signposts are the landlords for the following buildings:
Citizens Advice Luton
Community House
15 New Bedford Road
Luton
LU1 1SA