The aim of our complaints procedure is for the complaint investigator to resolve complaints in partnership with customers through clear communication and agreeing actions.
If you feel that we’ve been unfair or not resolved your complaint, you can ask for a review in writing, within 20 working days of our final decision. It’s important to be specific about what you think has been unfair, and what you’d like us to do to put things right.
Circle Housing will decide the best option for reviewing a complaint, either by a Senior Manager or a Complaints Panel. The aim of the Review is to find a resolution for you as quickly as possible.
The following examples are not a complete list, but they are the sort of situations where we will ask a Senior Manager to review a complaint:
- The complaint relates to a risk to health or safety.
- The complaint itself is highly complex or covers multiple business areas.
- The customer solely seeks a higher award of compensation. The review will ensure that the amount offered is proportionate and is in line with our policy.
- The request for a review introduces new information about the complaint that could have changed the outcome of our investigation. If there is a high amount of new information, we may return to the investigation stage.
- The complaint relates to a specific commercial product, such as market rent or private sales, where knowledge of the product is necessary.
- The complaint relates to the conduct of a member of staff or other representative of Circle Housing. The senior manager will not be the line manager of the member of staff.
The Complaints Panel review is a paper based review, where the information you provide will be considered alongside Circle’s management and response to your complaint. The Complaints Panel will usually be led by a Head of Service and include two customer representatives as panel members.
The Policy makes provision for a Complaints Panel to be held with a second Head of Service if customer representatives are not available. Whilst Circle collapses its individual landlord management boards and establishes new engagement forums for customers, we expect Complaint Panel’s to be held with two Heads of Service.
The Head of Service will contact you as part of the review, usually by telephone, to discuss your complaint and the resolution you are seeking.
The following is not a complete list, but provides examples of the situations where we will ask a Complaints Panel to review a complaint:
- The actions agreed with customers have not been completed, or follow-on works from the original actions are needed and not completed.
- The subject of the complaint is a Circle Housing process or procedure.
- The complaint relates to the way a policy is delivered and not the actual policy.
- The review request relates to an allegation of discrimination within the management of the complaint.
- The complaint relates to an allegation of discrimination or a failure to respond to a protected characteristic within the delivery of a service.
The Review is the final part of our internal complaints procedure.
We reserve the right to refuse a Review in certain circumstances. For example:
- If you have not provided specific reasons for the requesting a review
- The solution requested by you relates to something outside of Circle Housing’s ability to change or influence
- If you are behaving unreasonably or have refused to engage with us in resolving the complaint through reasonable actions
- We have shown that we have followed policy/legal requirements and stated that we have provided our final position on a matter
We will always be fair and reasonable when dealing with your request. Full details are shown in our complaints policy.