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* 1. Do you think the complaints process is easy to access?

The current Complaints Policy has a three stage process. At the first stage a complaint is dealt with by a Manager. If the resident is not happy with the resolution offered at this stage, she can escalate to the second stage where the complaint is reviewed by a Director. If the resident is still unsatisfied, the third stage is a panel meeting with the CEO, a member of the Board and a member of the Resident Engagement and Scrutiny Panel.

Once all three stages have been exhausted, if the resident remains unhappy she may then escalate the complaint to the Housing Ombudsman Service.

The new complaints code from the Housing Ombudsman Service suggests a two stage process instead.

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* 2. Are you in favour of a two stage process?

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* 3. If you answered yes, which two stages would you prefer? (If you answered no please scroll down)

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* 4. If you wish to keep a three stage process, please tell us why 

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* 5. How would you like us to share lessons learned from complaints?

Thank you for completing our survey, we will report the outcome in Pioneer Press
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