Customer Complaints and Feedback policy

Title	Customer Complaints and Feedback policy
Lead Officer	Claire Tough
Position	Director of Communities and Customer Service
Department/Section	Communities & Customer Service
Contact details	Email: Claire.tough@homesinsomerset.org Contact Number: 01278 435400

Document control	Date	Comments
Version	V4	This is the aligned Complaints Policy.
People Forum	NR
H&S Forum	NR
Customer Policy Group	May 2026	Section 5.1 – updated to give further clarity on compliments Section 5.2 – examples of service requests amended. Section 5.4 – examples of what will not be treated as a complaint updated. Section 5.6 – updated for clarity Section 5.7 – panel purpose updated. Section 8.2 – updated to reflect reports.
Legal Review	May 2026	This policy has been reviewed by Bevan Brittan.
HiS Senior Leadership Team	14th May 2026	No amendments requested
SC HRA Leadership Team	May 2026	No further amendments requested
Executive Team	14th April 2026	No amendments requested
STAC	7th May 2026	Approved with no amendments.
HiS Board	26th May 2026	Approved with no amendments
Approved Version Issued	03 Mar 2022 26 Mar 2024 29 Jul – 2025	Version 1 Version 2 Version 3
Tier Definition T1 – Strategic/ Regulatory Risk T2 – Significant Operational Risk T3 – Minor Operational Risk	T1	Regulatory Requirement under Consumer Standards
Target Review	July 2027

Introduction

The purpose of this policy is to ensure customers and partners have a clear, simple, and accessible process to express feedback with our service delivery or to provide feedback so we can enable a “Customer First” and continuous improvement approach. Our aim is that the process will provide a timely response to customers to their feedback.

Responsibilities

To ensure accountability and adherence, the following roles have direct responsibility for compliance with this policy.

Officers Responsible for Complaints

• Operational Lead for Complaints: Oversees the logging,
• monitoring, and coordination of all initial and formal complaints.
• Stage 2 Escalation: Manages the escalation process for formal complaints, including determining who will review the case (options cover a panel, executive, or self).
• Performance Monitoring: Collates complaint data monthly, shares anonymised case studies with senior management and the Board, and ensures lessons learned are disseminated across the organisation.
• Compliance and Reporting: Ensures compliance with the Housing Ombudsman Complaint Handling Code, including the production of the annual Complaints Performance and Service Improvement report.
• Customer Support: Provides appropriate support to complainants, including reasonable adjustments and signposting to advocacy services.
• Colleague Engagement: Ensures all colleagues are aware of the content of the policy and are supported in its delivery.

Director of Communities & Customer Service

• Strategic Oversight: Provides leadership and strategic direction for the complaints and feedback process.
• Escalation Point: Acts as a point of contact for complaints involving the Officer Responsible for Complaints for complex issues requiring senior oversight.
• Governance and Assurance: Ensures that the policy is reviewed annually and that updates are presented to the Board for approval.
• Regulatory Alignment: Ensures the policy aligns with statutory requirements and best practice, including the Regulator of Social Housing (RSH’s) Consumer Standards and the Housing Ombudsman Service (HOS) Complaint Handling Code.

Board Member Responsible for Complaints

• Governance Role: Has lead responsibility for complaints to support a positive complaint handling culture. Provides independent oversight and assurance that the complaints process is fair, transparent, and effective.
• Accountability: Ensures that the organisation is held accountable for how complaints are handled, and that learning is embedded in service delivery.
• Board Liaison: Works with the Board to ensure that complaints performance and learning are regularly reviewed and acted upon.

Statement of intent

Principles

We want to ensure that our Customer Complaints and Feedback Policy and process is:

• Clear and easy to use for anyone wishing to make a complaint or provide feedback on our services.
• Accessible and available to all, and that customers and partners are aware of our policy and procedure.
• Consistent in approach for all Homes in Somerset (HiS) colleagues.
• Based upon prompt resolution of issues.
• HiS welcomes third party representatives to support customers throughout the complaints process and are committed to ensuring support is available to customers who need our help with sourcing the help of an external supporter or advocate.

Relevant Legislation or Regulation

This policy is underpinned by the following Legislation and Regulation:

• Equality Act 2010
• Data Protection Act 2018
• Social Housing (Regulation) Act 2023

Housing Ombudsman Complaint Handling Code 2024

The Code sets statutory expectations for fair, timely, and accessible complaint resolution. We conduct annual self assessments against the Code and use complaints to drive service improvement.

Regulator of Social Housing Consumer Standards

This policy aligns with the Regulator of Social Housing’s (RSH) Consumer Standards, specifically the Transparency, Influence and Accountability (TI&A) Standard. Under the TI&A Standard (effective since April 2024), we ensure all customers can access information, influence decisions, and hold us to account. This includes transparent reporting on complaints and opportunities for customer scrutiny.

The Local Government & Social Care Ombudsman

Can investigate individual complaints about councils, all adult social care providers (including care homes and home care agencies) and some other public service organisations. In a housing context, this typically includes:

• Housing allocations (waiting lists/ banding decisions)
• Homelessness decisions and duties (Housing Act 1996)
• Temporary accommodation provision
• How the council applies housing policies
• Delays or poor communication in housing services.

Policy Details

This policy will be applied to any expression of dissatisfaction or
complaint about a service provided by HiS, our colleagues or a
partner contractor.

This policy will not apply for informal day to day matters that can be resolved or for reporting of matters such as anti-social behaviour, fly-tipping or general neighbour disputes.

The Housing Ombudsman recognises that for matters such as
safeguarding or health and safety concerns, other policies and processes may be more appropriate to use.

HiS also welcomes and encourages positive feedback. Compliments can be submitted about a colleague, a team, the organisation and its partners (for example a contractor).

Compliments are shared and passed onto colleagues so we can identify areas of good practice.

How to make a Complaint

Customers can raise a complaint to us by:

• Phone.
• Email.
• Online.
• In person.
• Through a representative with written authority to act on the tenant’s behalf.

What is a complaint?

The Housing Ombudsman Complaint Handling Code, defines a complaint as “any 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 an individual resident or group of residents.”

The customer does not always have to use the word “complaint” for it to be treated as such, but we do distinguish between a service request, survey feedback, and a formal complaint. Whenever a customer expresses dissatisfaction, then HiS will offer them the choice to log their dissatisfaction as a complaint.

A service request and a complaint differ in intent and tone:

• A service request is a formal ask for something to be provided or fixed, such as reporting a broken communal door or asking for permission. It’s typically routine and non-contentious.
• A complaint expresses dissatisfaction—such as poor service,
  delays, or unresolved issues. It often implies that expectations
  haven’t been met and may require investigation or escalation.

This distinction is important to ensure appropriate complaint handling and resolution.

What will be considered a complaint?
Any contact that expresses dissatisfaction with our services will be logged
as a complaint. This will include dissatisfaction with the standard of
service received from us, a colleague or one of our contractors. For example:

• Non-attendance by a contractor to complete a reported repair.
• A repair being completed to an unsatisfactory standard.
• A HiS colleague or contractor behaving in an inappropriate or
  unprofessional way when acting on our behalf

What will be considered a complaint?

Any contact that expresses dissatisfaction with our services will be logged as a complaint. This will include dissatisfaction with the standard of service received from us, a colleague or one of our contractors. For example:

• Non-attendance by a contractor to complete a reported repair.
  • A repair being completed to an unsatisfactory standard.
  • A HiS colleague or contractor behaving in an inappropriate or unprofessional way when acting on our behalf

What will not be treated as a complaint?

Examples of enquiries that will not be treated as a complaint and will be managed as a service request include:

• Repeat officer contacts for rent arrears.
  • Reports of fly-tipping or anti-social behaviour

All requests for service or further information will be logged as an in-bound communication and will be dealt with accordingly, without the requirement for further escalation.

A complaint will also not be accepted for consideration in the following circumstances:

• Where the issue giving rise to the complaint occurred over 12 months ago, unless it is part of an ongoing problem.
  • Matters contained within the complaint have already been considered and the internal complaints process has been exhausted.
  • Complaints where legal or court proceedings have commenced (papers have been issued).
  • Formal liability or personal injury claims, which must be assessed by our insurer.
  • Serious complaints about one of our colleagues, where disciplinary or formal procedures will apply. In these cases, we will acknowledge concerns and explain how these will be investigated.

We assess exclusions on a case-by-case basis and may use our discretion, including when to consider cases that are older than 12 months. We will consider the customers’ circumstances, vulnerabilities, Equality Act considerations and the continuing impact on the customer.

In cases where HiS determines not to accept a complaint, we will provide an explanation, setting out the reasons why the issue is not suitable for the complaints process. The customer can appeal this decision by contacting the Housing Ombudsman or may also ask a representative for support to resolve the issue.

In these cases, HiS will continue to provide support, but this may be through alternative processes such as our ASB process, neighbourhood case management, or by arranging for a surveyor to attend and inspect repair concerns.

Initial contact if you are unhappy with our service.

In accordance with the Housing Ombudsman Complaint Handling Code,

where a customer expresses dissatisfaction, we will always offer the option of making a complaint, even if we successfully resolve the issue. This is to ensure transparency, and to enable accurate reporting.

Recording service requests enables HiS to carry out regular monitoring and reviewing of service requests. If a customer states that they do not wish the matter to be treated as a formal complaint, the contact will still be logged as an expression of dissatisfaction and dealt with accordingly but noted that no further escalation is required.

Stage 1 Complaints

Stage 1 complaints will be acknowledged within 5 working days, and a full response given within 10 working days of this acknowledgement. Where this isn’t possible, we will explain to the customer why and provide a revised date. In line with the Housing Ombudsman Complaint Handling Code, we can extend this deadline by a maximum of a further 10 working

days. Where an extension would exceed a total of 20 working days, this will need to be agreed with the customer.

All points raised in the complaint will be investigated and clear reasons will be given for our decisions, referencing the relevant policy, law, and good practice where appropriate.

Where additional issues are raised during the investigation, these may be considered as part of the Stage 1 complaint when they are directly related and where doing so would not delay the Stage 1 response.

Where a Stage 1 response has already been issued, or where the additional issues are unrelated or would unreasonably extend the investigation, these will be logged and handled as a separate complaint.

Stage 2 Complaints

Where a customer remains dissatisfied with the outcome of their complaint at Stage 1, they can ask for their complaint to be escalated to Stage 2. This escalation can be made through all the usual channels including email, by telephone or in person. A Stage 2 complaint will be investigated by a colleague who was not involved in the Stage 1 decision, in line with the Housing Ombudsman Complaint Handling Code.

Escalation to Stage 2 is not a re-investigation of the complaint, but a review of our Stage 1 response to ensure that we have:

• Followed agreed policy and procedures including making any reasonable adjustments.
  • Adhered to our Service Standards

• Dealt with the initial complaint in a reasonable and fair manner.
  • Answered all the issues raised as part of the complaint.
  • Delivered on all the commitments made to the customer in the Stage 1 response.

The customer does not have to provide any additional information or explain their reasons for requesting that their complaint is escalated, but it may be helpful for additional information to be provided as to how the initial complaint has not been answered and the desired outcome achieved that the complainant is seeking.

We will acknowledge all escalations within 5 working days of receipt and issue a full response within 20 working days of the acknowledgement.

Where this isn’t possible, we will clearly explain why and provide a revised date when the customer can expect a response. In line with the Housing Ombudsman Complaint Handling Code, we can extend this deadline by a further 20 working days. In very exceptional circumstances, if we need to go beyond this, we will do so in agreement with the customer and explain the reasons why.

The written response to the complainant will not be delayed because action may take longer than 20 working days. All actions agreed to resolve the complaint will be tracked and actions promptly progressed. Timely updates on progress of the resolution will be communicated to the complainant at intervals agreed with them.

Stage 2 is our final response to a complaint.

Stage 2 Panels

Where appropriate, and with the customers’ agreement, we may arrange a meeting involving the customer, a suitably senior HiS colleague not involved in the Stage 1 investigation and a formally involved customer to explore the reasons for escalation in greater detail.

This approach will be considered where a complaint is particularly complex, involves multiple issues, or would benefit from a collective discussion to support resolution.

The customer will be invited to bring along a friend, family member, advocate or support worker to support them during the meeting. In cases where we hold this meeting, our response will not be delayed.

Housing Ombudsman Service

If a customer remains unhappy with our response, they can refer their complaint to the Housing Ombudsman. Invariably cases will only be

accepted by the Housing Ombudsman where our internal complaints process has been followed and exhausted.

However, help and advice can be sought from the Housing Ombudsman service at any point in the process.

Customers can contact the Housing Ombudsman service as follows Email – info@housing-ombudsman.org.uk

Phone – 0300 111 3000

In writing – Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET

Website – www.housing-ombudsman.org.uk/residents/make-a-complaint

When a complaint may be refused

In exceptional circumstances, HiS may refuse to treat the matter as a complaint. These would include such instances as:

• The complaint is about the same subject that has already been considered and responded to through this complaints process.
  • The resolution requested by the complainant is outside of the remit or responsibility of HiS.

Repeated and persistent contact, where all attempts have been made by HiS to address and resolve a complaint may be reviewed in line with our Unacceptable Behaviour policy.

Remedies and Compensation

The Remedies and Compensation Policy sets out our approach to how we approach remedies and compensation.

HiS will always seek to resolve the issue at the first point of contact with no escalation or compensation requirement.

Compensation will not be offered where we have not been given an opportunity to rectify matters first.

All awards of compensation will be agreed within the guidelines set by the Housing Ombudsman Service.

Communication of the Policy

• In our communication of this Policy HiS will:

• Publish the policy on our website in an accessible

format.

• Provide alternative formats upon request (e.g., large print, translated versions).
  • Make the policy available via post, email, and in-person at our offices.
  • Promote through multiple channels: newsletters, social media, posters, and colleague email signatures.

Equality, Diversity, and Inclusion Impact

7.1    HiS is committed to working in a way that treats people equitably, celebrates diversity, and promotes inclusivity – because we believe this builds a better society for all. We believe this approach will enable us to serve our customers better; help our leaders make good decisions and ensure we are a great employer and shape the way we engage with our communities. This approach will also help us to meet the legislative requirements under the Equality Act 2010, including our Public Sector Equality Duty.

We will be consistent in our approach to complaints and treat all customers who access the complaints process in a fair and transparent manner allowing for reasonable adjustments, as necessary.

We will offer appropriate support to all customers and consider any sensitive or diverse needs.

Consideration will be given to signposting customers to suitable agencies for additional support and guidance throughout the complaints process.

Where necessary additional support will be provided such as translation of documents or the use of language line.

The Customer Complaints & Feedback Policy demonstrates a strong commitment to equality, diversity, and inclusion. It ensures that all individuals have equal access to the complaints process and that their feedback is valued and addressed appropriately.

Monitoring Performance Metrics (what is measured to demonstrate adherence) and learning from complaints

• HiS will produce an annual complaints performance and service improvement report for scrutiny and to ensure compliance with the Complaint Handling Code.

HiS will collect the following information to monitor performance surrounding customer feedback and complaints:

• Complaint handling performance against timescales
  • Number of Stage 1 and Stage 2 complaints
  • Number and outcome of Housing Ombudsman Service enquiries

Reporting against Tenant Satisfaction Measures (TSMs)

• TP09 – Satisfaction with Complaints Handling
  • CH01 – Number of Stage 1 complaints received per 1000 homes and Number of Stage 2 complaints received per 1000 homes.
  • CH02 – Proportion of Stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales and Proportion of Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales will also be cited in our performance monitoring.

In addition to complaints performance reporting, we will also record and report the themes of our complaints and identify any points of organisational learning on our website, social media and in our newsletters.

• Reports will be provided as follows:
  • A quarterly report to our strategic customer group
  • Customer Champion Responsible for Complaints; Three monthly
  • Senior Leadership Team: Monthly
  • Executive Team: Three-monthly
  • Monthly Board: Six-monthly

Somerset Council, as the lead organisation, will receive updates through Partnership meetings annually.

Complaints Service Leads will collate all initial and formal complaint communications monthly.

Policy Review

• We will review this policy annually in line with Housing Ombudsman Complaint Handling Code and any proposed changes will be approved by our Board.

Associated Policies, Risk Assessments, Procedures, Safe Systems of Work etc.

Equality Diversity and Inclusion Strategy

Customer Support and Reasonable Adjustments Policy Unacceptable Behaviour Policy

Partnership Pledge Policy

Remedies and Compensation Policy Customers First Policy