Complaints and feedback

Introduction

Our aim is to provide high quality services to you. However, sometimes things can go wrong and when they do, we will do our best to put them right.

We welcome your feedback whether you have a suggestion to make our service better or, wish to make a complaint or, you would like to tell us about something that went particularly well.  You can find a copy of the RMHS’ Comments, Complaints and Compliments Policy on our key documents page, to explain the procedure in more detail.

You can contact us by telephone or, in writing via email or letter. If you nominate a representative to contact us, you must provide written consent for them to speak on your behalf.

Please note that writing directly to the Chair of the Society directly is circumventing our Complaints Policy and the complaint will be redirected to the Complaints Officer.

What is a service request?

A service request is not a complaint. A request for service is seeking an action to be taken to put something right. If this does not happen or, you are dissatisfied with the response to your service request, it will become a complaint if an explanation and resolution is not provided at that point.

What is a complaint?

A complaint is defined as:

‘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’ (Housing Ombudsman Service Complaint Handling Code, April 2024).

There are some exclusions

RMHS must accept a complaint unless there is a valid reason not to do so.

Acceptable exclusions include, but are not limited to:

• More than one year has passed since the issue occurred.
• The issue has previously been considered under the Complaints Policy.
• Legal action on the same issue has already commenced.

If you feel the Society has provided a poor service or, failed to provide a service, it is your right to complain. We will handle your complaint in line with RMHS’ Complaints Process, and it will not affect your future relationship with the Society.

Our Complaints Process

Stage One:

Our Complaints Officer will log and acknowledge your stage one complaint within five working days of receipt.

A full response to a stage one complaint will be issued within ten working days of the complaint being acknowledged. In the case of complex complaints or extenuating circumstances, the Complaints Officer can extend this by a further ten working days after informing the resident and providing a good reason.

Stage Two:

If all or part of the stage one complaint is not resolved satisfactorily, please advise us within seven working days. At this point the Complaints Officer will log the escalation request and, acknowledge your stage two complaint within five working days of receipt.

The Chief Executive will issue a full response to a stage two complaint within twenty working days of the stage two complaint being acknowledged. In the case of complex complaints or extenuating circumstances, the Chief Executive can extend this by a further twenty working days after informing the resident and providing a good reason.  This will be the final response to the stage two complaint.

Annual review of complaints

Each year, RMHS completes a self assessment on how we meet the Housing Ombudsman Complaint Handling Code. We also produce an Annual Report which sets out how we have learned from complaints and what improvements we have made to our services as a result of them. Our Board has also responded to the annual report and self-assessment.

Response from RMHS Board to the annual report and self-assessment

As a Board comprising United Reformed Church members and supporters, we are deeply committed to ensuring that our retired ministers receive the services and support they deserve. This means we need to be customer focused, responsive and always thinking about the individual in our relationships and plans. It is for this reason that we particularly value the role played by the complaints process in ensuring we have an opportunity to learn from residents’ experiences and improve the ways in which we deliver our services. The Annual Complaints Performance and Improvement Report set out above demonstrates that while we are compliant with the Housing Ombudsman’s Complaint Handling Code, we recognise that there is always room for improvement. The Board will continue to monitor progress on complaints handling, both through reports to Board and through oversight via the Member Responsible for Complaints, and will provide constructive challenge where appropriate.

Your right to a review

If, at any stage of the Complaints Procedure, you are dissatisfied with the way your complaint is being handled, you may request a review from the Housing Ombudsman Service:

Housing Ombudsman Service
PO Box 1484, Unit D
Preston PR2 0ET
Tel: 0300 111 3000