Determined to learn from complaints | News

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New COVID restrictions take effect from Monday 13th December. For the most part, our services will remain unaffected, our customer and repairs teams will be working as usual. However, due to the amended restrictions more of us are having to work from home. This means that customers who would like to meet with us in person in the office must book an appointment in advance.

Determined to learn from complaints

Housing Ombudsmen Complaints Code: SBHA Self-Assessment against the Code

Our Resident Voice Scrutiny is pleased to provide their assessment of SBHA compliance against the Housing Ombudsman’s Complaint Handling Code (July 2020).

Resident Voice (RV) supports SBHA’s determination to be compliant by introducing procedures that will readdress the way complaints are handled following the Ombudsman report.

RV is pleased to report:

» There is improved complaints handling.
» There is a recognition that poor handling of complaints leads to poor resident satisfaction.
» The responsibility and ownership of complaints is the responsibility of all officers but overall compliance is the responsibility of the Complaints Manager and the Director of Governance.

RV is completing an evidence-based reality checking review of the Complaints Service that will be presented to SBHA in January 2021. The review tests compliance and independently seeks resident feedback from all residents including those that have used the complaints service in the last year.

The review also seeks to evidence the embedding of the new Complaints Policy and procedures across the business and the impact and changes recognised by both officers and residents. 

Overall it is clear that SBHA is giving complaints handling the priority that it needs ensuring that complaints are welcomed, learning outcomes used to improve service weakness and that Governance and the Board are monitoring performance alongside the Executive Team in a planned and regular approach. 

SBHA has renewed its resolve in improving complaints handling since 2019/20. This has been helped by the Housing Ombudsman Landlord feedback report highlighting that the complaints handling service needed immediate review to ensure that residents received the service that they expected in an effective, timely and transparent manner. 

RV would like to thank SBHA for an opportunity to test and report on compliance.

You can read the assessment here. It was completed by RV lead members Fernando Monteiro and Wendy Lewellyn in December 2020

In response CEO Matt Campion said: “We are pleased to publish our self-assessment against the Housing Ombudsmen’s Complaint Handling Code. Our Scrutiny Panel, Resident Voice, reviewed our process at a high level against the Code and we accept there are areas which we need to focus on to deliver a great complaint response service. Early in the New Year, Resident Voice will be undertaking a deep dive into the complaints service to really drive our improvement plans and check the outcomes we are striving for, which go beyond those set out in the Housing Ombudsmen Code, which we see as a minimum requirement. We will strive to go further.

“SBHA thank Resident Voice for their hard work on this self-assessment and look forward to the deep dive review in January 2021.’’

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