Complaints

Our complaints policy

1. Background

Forest Hill (Sheltered) Housing Limited, is a registered Social Housing provider. Forest Hill (Sheltered) Housing Limited provides 31 independent living flats for people aged 60 and over, with communal facilities and available an Independent Living Officer.

This Policy sets out the approach on managing complaints effectively. In exceptional or unusual cases Forest Hill (Sheltered) Housing Limited reserves the right to diverge from this policy. This would refer to where antisocial behaviour and/or the general conduct of a resident is failing to comply with the terms of their tenancy agreement

This policy focuses on key elements.

• Consistent use of the policy.
• Where possible flexible approach.
• Understanding tenants’ circumstances and vulnerabilities.

The only circumstances where Forest Hill (Sheltered) Housing Limited could not deal with a complaint under the provisions of this policy are detailed below:

• The complaint received referred to a circumstance more than twelve months previously.
• Legal proceedings had been initiated by the complainant (e.g. the claim form and particulars of the claim had been filed at court.
• Matters raised had previously been considered under the complaints policy.

Forest Hill (Sheltered) Housing Limited will always give an explanation as to why a complaint cannot be accepted. Residents have the right to go to the Housing Ombudsman if not satisfied. 

2. Legal Framework

Forest Hill (Sheltered) Housing Limited will ensure the complaints policy meets the required legislative requirements and good practice.

Forest Hill (Sheltered) Housing Limited will ensure the following legislation is followed:

• Localism Act 2011.
• Social Housing Regulations Act 2023.
• Housing Act 1996.
• General Data Protection Act 2018.
• Data Protection Act 2018.
• Equality Act 2010.
• Housing Ombudsman Complaint Handling Code 2024.

Board approval

The complaints policy is required to have approval from the board of trustees for Forest Hill (Sheltered) Housing Limited. 

WAYS TO MAKE A COMPLAINT. 

Forest Hill (Sheltered) Housing Limited has various ways in which a resident/representative can make a complaint. We ensure that accessibility and awareness are key.

• Residents/Representatives can come directly to the Independent Living Officer or the Housing Operations Manager to make a complaint. One or both staff are onsite at Forest Hill Monday to Friday (unless on leave)
• Residents/Representatives can email their complaint to info@foresthill-leeds.org.uk 
• Residents/Representatives can write in with their complaint and leave it at the Forest Hill office. 

Postal address

The Office
Flat 1 Forest Hill
11 Park Crescent
Leeds
LS8 1DH

• Residents/Representatives can phone in with a complaint calling 0113 2667247. 

Residents receive the complaint policy each time it is updated – along with information and contact details for the Housing Ombudsman. 

3. Stages of complaint process

Forest Hill (Sheltered) Housing Limited follows the definition of a complaint as set out in the Housing Ombudsman Complaint Handling Code 2024 “an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.”

Residents are able to make complaints about Forest Hill service provision or in the way the service has been conducted. It should not be used for service requests; service requests are not complaints but are a request from residents to Forest Hill requiring action to be taken to put something right. An example of this would be: 

• A customer requests a repair is carried out.
• A customer requests an incident of anti-social behaviour is investigated.

Stage One Complaint

Upon receiving a complaint Forest Hill (Sheltered) Housing will begin to investigate.

Forest Hill (Sheltered) Housing Limited will respond within five (5) business days to acknowledge the complaint and confirm that investigation has begun. The resident/representative will be informed of the individual who will be responsible for keeping them updated as the complaint progresses.

Forest Hill (Sheltered) Housing Limited has a maximum of ten (10) business days to fully respond to the complaint with an outcome. 

When Forest Hill (Sheltered) Housing Limited replies to residents, the below details must be included.

• The complaint stage.
• The complaint definition.
• The decision on the complaint.
• The reasons for any decisions made.
• The details of any remedy offered to put things right.
• Details of any outstanding actions.
• Details of how to escalate the matter to stage 2 If the resident/representative is not satisfied with the response.

If an extension is required Forest Hill (Sheltered) Housing Limited will inform the resident/representative and also provide details of the Housing Ombudsman. In only exceptional circumstances will Forest Hill (Sheltered) Housing Limited seek an extension. 

Where customers raise additional complaints during the investigation, these must be incorporated into the stage 1 response if they are related and stage 1 response has not been issued.

Stage Two Complaint

When a Resident/Representative doesn’t feel the complaint has been adequately satisfied at stage one, stage two of the complaint policy will take effect.

At this stage the complaint will go to the chairperson of Forest Hill (Sheltered) Housing Limited board. 

The chairperson will respond to acknowledge the complaint stage 2 within five (5) business days of the escalation request being received. 

The chairperson will have twenty (20) business days to provide a final response to the complaint. 

If an extension is required Forest Hill (Sheltered) Housing Limited will inform the Resident/Representative and also provide details of the Housing Ombudsman. In only exceptional circumstances will Forest Hill (Sheltered) Housing Limited look for an extension. 

Forest Hill (Sheltered) Housing Limited will provide a full response to the complaint, all points will receive a response. If Forest Hill (Sheltered) Housing Limited is referencing any policy or law, it will ensure that detailed information is provided. 

Forest Hill (Sheltered) Housing Limited will ensure the below information is within the reply to the complaint.

• The complaint stage.
• The complaint definition.
• The decision on the complaint
• The reasons for any decisions made.
• The details of any remedy offered to put things right.
• Details of outstanding actions
• Details of how to escalate the matter to the Ombudsman Service if the Tenant remains dissatisfied.
• Stage 2 is Forest Hill (Sheltered) Housing Limited final response; therefore, this is escalated to the Chairperson of the Forest Hill (Sheltered) Housing Limited Board.

4. Putting things right

Forest Hill (Sheltered) Housing Limited is committed to providing a high-quality service to its residents; if something has gone wrong, this will be acknowledged, and plans put in place to put things right.  In these circumstances Forest Hill (Sheltered) Housing Limited must follow the steps detailed below: 

• Apologising – Forest Hill (Sheltered) Housing Limited, will apologise to the resident and anyone affected by the complaint.
• Provide an explanation, assistance or reasons – Forest Hill (Sheltered) Housing Limited will ensure an explanation is given along with any reasons. Assistance will be offered where it is seen to be required or if the resident requests it due to the nature of the complaint.
• Reconsidering or changing a decision – Forest Hill (Sheltered) Housing Limited, will try to ensure that when a decision is made, it should be final. If a case should be reopened all efforts will be made to keep the resident involved.
• Taking action if there has been a delay – Forest Hill (Sheltered) Housing Limited will take the necessary action if there has been a delay and an explanation will be given to the resident.
• Providing Financial remedy – Forest Hill (Sheltered) Housing Limited will take a practical response on financial remedy. If a resident has incurred loss due to the complaint and it is seen to have been due to the nature of the complaint and time taken for Forest Hill (Sheltered) Housing Limited to respond, the Board of Forest Hill (Sheltered) Housing Limited will be consulted about an outcome. 

Forest Hill (Sheltered) Housing Limited, will ensure when making decisions on the complaint that the resident is also considered, and will safeguard the welfare of the resident in terms of any negative impact on the resident caused by the circumstances of the complaint. Forest Hill (Sheltered) Housing Limited will ensure that the guidance provided by the Housing ombudsman is referred to when deciding on appropriate remedies.

5. Self assessment reporting and compliance.

Forest Hill (Sheltered) Housing Limited is committed to the guidance from the Housing Ombudsman. This involves carrying out a self-assessment against the Housing Ombudsman Code to ensure that its complaint handling procedures and policy align with the requirements.

Forest Hill (Sheltered) Housing will be able to provide detailed analysis of its complaint handling performance. 

Forest Hill (Sheltered) Housing limited will provide details on service improvements made as a result of learning from complaints. 

If/When a restructure merger and or change to procedures are conducted. Forest Hill (Sheltered) Housing Limited will conduct a self-assessment. 

Forest Hill (Sheltered) Housing Limited will take accountability and be proactive around handling complaints. 

Forest Hill (Sheltered) Housing Limited is required to instruct a person to be responsible for complaints and will appoint an MRC (Member Responsible for Complaints). 

The MRC will be responsible for ensuring that the governing body receives regular information on complaints, to provide insight on complaints handling performance.

Contact details for MRC : Yvonne Woodhead

Telephone number: 0113 2667247

Email address: yvonne@foresthill-leeds.org.uk

Responsibilities of the MRC

• Regular updates to be provided on the volume, categories and outcomes of complaints. Alongside complaint handling performance.
• Regular reviews of issues and trends arising from Forest Hill (Sheltered) Housing Limited complaint handling.
• Regular updates on the outcomes of the Ombudsman investigations and progress made in complying with orders related to severe maladministration findings.
• Completion of the annual complaint’s performance and service improvement report.