Self-Assessment - Lincolnshire Housing Partnership

Housing Ombudsman Complaint Handling Code

Housing Ombudsman Complaint Handling Code: LHP Self-Assessment

Compliance with the Complaint Handling Code

1Definition of a complaintYesNo
Does the complaints process use the following definition of a complaint? An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.
Does the policy have exclusions where a complaint will not be considered?
Are these exclusions reasonable and fair to residents? Evidence relied upon
Are multiple accessibility routes available for residents to make a complaint?
Is the complaints policy and procedure available online?
Do we have a reasonable adjustments policy?
Do we regularly advise residents about our complaints process?
3Complaints team and process
Is there a complaint officer or equivalent in post?
Does the complaint officer have autonomy to resolve complaints?
Does the complaint officer have authority to compel engagement from other departments to resolve disputes?
If there is a third stage to the complaints procedure are residents involved in the decision making?
Is any third stage optional for residents?
Does the final stage response set out residents’ right to refer the matter to the Housing Ombudsman Service?
Do we keep a record of complaint correspondence including correspondence from the resident?
At what stage are most complaints resolved?

Stage 1

Are residents kept informed and updated during the complaints process?
Are residents informed of the landlord’s position and given a chance to respond and challenge any area of dispute before the final decision?
Are all complaints acknowledged and logged within five days?
Are residents advised of how to escalate at the end of each stage?
What proportion of complaints are resolved at stage one?96%
What proportion of complaints are resolved at stage two?4%
What proportion of complaint responses are sent within Code timescales?

• Stage one

Stage one (with extension)

• Stage two

Stage two (with extension)






Where timescales have been extended, did we have good reason?
Where timescales have been extended, did we keep the resident informed?
What proportion of complaints do we resolve to residents’ satisfaction55%
5Cooperation with the Housing Ombudsman Service
Were all requests for evidence responded to within 15 days?N/A
Where the timescale was extended, did we keep the Ombudsman informed?N/A
6Fairness in complaint handling
Are residents able to complain via a representative throughout?
If advice was given, was this accurate and easy to understand?
How many cases did we refuse to escalate?

What was the reason for the refusal?

All information provided to the customer was based on account statements, so factual, and had been checked by the officer, manager, and head of service.

Did we explain our decision to the resident?
7Outcomes and remedies
Where something has gone wrong, are we taking appropriate steps to put things right?
8Continuous learning and improvement
What improvements have we made because of learning from complaints?

We will be introducing a new, customer centred, approached to damp and mould issues following months of joint working across multiple service areas in response to the trends and themes highlighted through complaints. This will now be underpinned by the latest HOS Spotlight Report that included specific actions and recommendations.

How do we share these lessons with:

a) residents?

b) the board/governing body?

c) In the Annual Report?

Has the Code made a difference to how we respond to complaints?
What changes have we made?

- Introduced a dedicated complaints team within the business
- Have renewed all our complaints and compensation policies
- Introduced a reasonable adjustment policy
- Reviewed and updated our limited contact policy
- Introduced complaints training as part of our induction process
- Have trained all staff on the new complaints approach
- Continue to update training for investigating officers and managers within the business based on learning and themes identified from complaints
- Have reviewed all our correspondence to customers to reflect guidance from HouseMark
- Report on learning outcomes to customers and the wider business each quarter using specialised infographics
- Quarterly Service Improvement Panels reviewing complaints by our Customer Scrutiny Panel
- Updated our website with our policies and to be clearer on information about our complaints approach and provide an additional channel for customers to log a complaint or compliments