Complaints

COMPLAINTS

Lyng Community Association welcomes feedback on our services from residents and housing applicants.

We believe our staff and contractors do a very good job, but we also realise there will be times when things go wrong or we need to think again about our policy or procedures on a particular service. Whether you have a complaint  or wish to compliment us when we go the extra mile or even just wish to make a comment about our service, we want to hear from you!

 

We will analyse all your feedback and use it to shape how we deliver our services. We will try to sort out your complaint as quickly as possible and if it requires an investigation, we will acknowledge your complaint and aim to send a full response within our published timescales.

We look to make it easy to give us your feedback, including making a complaint. You can:

• Phone Customer Services on 0121 525 5969, and they will log it and ensure it gets to the right person straight away.
• Email  ralleyl@btconnect.com
• Write us a letter.
• Come to our office at 3 Frank Fisher Way West Bromwich B70 7AW and speak to our Customer Services Team

You can ask a friend or relative to complain on your behalf, although we will need to be clear that they are acting for you with your permission.

When you tell us about your complaint, we will try to sort it out at the first attempt. If you are not satisfied with our resolution the first time, you can take it to the next stage. All complaints are logged so we can see the progress of your complaint.

We have developed a new Complaints Policy and Procedure which became live from 1st April 2024.    See the Policy HERE.Complaints Policy and Procedure Version 2024

This new policy complies with the Housing Ombudsman’s new Complaints Handling Code launched in 2024

Our 2023/24 Complaints Handling Performance Report is here – Annual Performance Report 2023-24

The Board has considered the report and is satisfied with the Association’s responses to the complaints received.

 

 

You can contact the Housing Ombudsman for advice on:-

Call: 0300 111 3000

Phones lines will be open Monday, Thursday and Friday from 9.15am to 5.15pm (except public holidays).

Phone lines will be open half days on Tuesday and Wednesday from 9.15am to 1.15pm (except public holidays)

Calls to and from 0300 111 3000 and direct dial lines of the Dispute Resolution Team are recorded for training and monitoring purposes

Alternatively you can send an email to info@housing-ombudsman.org.uk

Complaint correspondence: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

 

 

 

Self Appraisal against Code

Housing Ombudsman Complaint Handling Code self-assessment 2024/5

Date of assessment: April 2024

Lyng Community Association (Lyng/ the Association ) is committed to being compliant with the Housing Ombudsman’s Complaint Handling Code.

The purpose of this self-assessment is to identify where Lyng are already compliant and to identify any areas where the Association can make improvements. The following criteria is provided by the Housing Ombudsman (HO).

For evidence that Lyng complies with this criteria, take a look at our complaints policy.

1. Definition of a complaint

1.2 A complaint must be 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’.

Does Lyng comply: Yes 

In line with the Housing Ombudsman code, a complaint is defined : ‘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 tenant or group of resident or tenants’.

1.3 A resident does not have to use the word ‘complaint’ for it to be treated as such. Whenever a resident expresses dissatisfaction, landlords must give them the choice to make a complaint. A complaint that is submitted via a third party or representative must be handled in line with the landlord’s complaints policy

Does Lyng comply? Yes 

In line with the Housing Ombudsman code, a complaint is: ‘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’.

1.4 Landlords must recognise the difference between a service request and a complaint. This must be set out in their complaints policy. A service request is a request from a resident to the landlord requiring action to be taken to put something right. Service requests are not complaints, but must be recorded, monitored and reviewed regularly.

Does Lyng comply? Yes 

A service request is made by a resident or tenant to Lyng requiring action to be taken to put something right. Service requests are not complaints. Service requests are recorded, monitored, and reviewed regularly through our normal serve processes. Residents or tenants will be given clear timescales for when the request will be resolved.

If a resident or tenant is unhappy with a response to a service request, even if Lyng’s attempts to resolve the request are still ongoing, the Association will raise the matter as a complaint. During this time, Lyng will continue our efforts to resolve the service request as quickly as possible.

1.5 A complaint must be raised when the resident expresses dissatisfaction with the response to their service request, even if the handling of the service request remains ongoing. Landlords must not stop their efforts to address the service request if the resident complains.

Does Lyng comply? Yes 

If a resident or tenant is unhappy with a response to a service request, even if Lyng’s attempts to resolve the request are still ongoing, the Association will raise the matter as a complaint. During this time, Lyng will continue its efforts to resolve the service request as quickly as possible.

1.6 An expression of dissatisfaction with services made through a survey is not defined as a complaint, though wherever possible, the person completing the survey should be made aware of how they can pursue a complaint if they wish to. Where landlords ask for wider feedback about their services, they also must provide details of how residents or tenants can complain.

Does Lyng comply? Yes 

Where residents or tenants are invited to take part in surveys to give feedback about Lyng services, residents or tenants are informed of how they can raise a complaint.

2. Exclusions

2.1 Landlords must accept a complaint unless there is a valid reason not to do so. If landlords decide not to accept a complaint they must be able to evidence their reasoning. Each complaint must be considered on its own merits.

Does Lyng comply? Yes 

Lyng will always look to resolve complaints residents or tenants raise, but on some occasions the Association can’t do this as it may relate to something unconnected to the Association Before any decision is made, Lyng  will assess each case on its own merits and, if unable to accept a complaint, the Association will write and explain why. Residents or tenants have the right to take this decision to the Ombudsman who may not agree that the exclusion has been fairly applied.

2.2 A complaints policy must set out the circumstances in which a matter will not be considered as a complaint or escalated, and these circumstances must be fair and reasonable to residents. Acceptable exclusions include:

• The issue giving rise to the complaint occurred over twelve months ago.
• Legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.
• Matters that have previously been considered under the complaints policy.

 

Does Lyng comply? Yes 

2.3 Landlords must accept complaints referred to them within 12 months of the issue occurring or the resident becoming aware of the issue unless they are excluded on other grounds. Landlords must consider whether to apply discretion to accept complaints made outside this time limit where there are good reasons to do so.

Does Lyng comply? Yes 

Where the issue took place over 12 months ago, and Lyng had no contact on the matter since then, the Association probably won’t be able to investigate the complaint. However, if the issue took place over 12 months ago, and there’s reasonable evidence to suggest that the customer only recently became aware of the issue, Lyng would still consider taking this through the complaint process.

2.4 If a landlord decides not to accept a complaint, an explanation must be provided to the resident setting out the reasons why the matter is not suitable for the complaints process and the right to take that decision to the Ombudsman. If the Ombudsman does not agree that the exclusion has been fairly applied, the Ombudsman may tell the landlord to take on the complaint.

Does Lyng comply? Yes 

Before any decision is made, Lyng will assess each case on its own merits and, if  unable to accept a complaint, will write and explain why.

2.5 Landlords must not take a blanket approach to excluding complaints; they must consider the individual circumstances of each complaint.

Does Lyng comply? Yes 

Before any decision is made, Lyng will assess each case on its own merits and, if unable to accept a complaint, will write and explain why.

 

3. Accessibility and awareness

3.1 Landlords must make it easy for residents to complain by providing different channels through which they can make a complaint. Landlords must consider their duties under the Equality Act 2010 and anticipate the needs and reasonable adjustments of residents who may need to access the complaints process.

Does Lyng comply? Yes 

Under the Equality Act 2010 Lyng will always make appropriate reasonable adjustments for our residents or tenants when handling their complaint. The Association will keep a record of any reasonable adjustments that have been agreed, as well as any disabilities disclosed by residents or tenants. The agreed adjustments will be kept under regular review.

The Lyng complaints process aims to be fair and is open to all.

3.2 Residents must be able to raise their complaints in any way and with any member of staff. All staff must be aware of the complaints process and be able to pass details of the complaint to the appropriate person within the landlord.

Does Lyng comply? Yes 

Training will be carried out each year, or following any changes to the process to ensure all staff are aware of the process.

3.3 High volumes of complaints must not be seen as a negative, as they can be indicative of a well-publicised and accessible complaints process.  Low complaint volumes are potentially a sign that residents are unable to complain.

Does Lyng comply? Yes 

In addition to the above, residents or tenants can raise complaints with any member of staff or via our contractors. In these circumstances, these complaints will be passed directly to the complaints manager within 1 working day of being received so that they can be logged and handled in line with our complaints policy.

3.4 Landlords must make their complaint policy available in a clear and accessible format for all residents. This will detail the two stage process, what will happen at each stage, and the timeframes for responding. The policy must also be published on the landlord’s website.

Does Lyng comply? Yes 

We aim for our complaint policy to be clear and in an accessible format to all residents. If there’s anything that you’re unsure of within our policy, residents or tenants can request a hard copy which can be sent in an email or by post.

We have a two-stage complaint process. We will look to resolve things at stage 1. If this isn’t possible, the complaint will be escalated stage 2.

The policy is published on our website which has accessibility tools.

3.5 The policy must explain how the landlord will publicise details of the complaints policy, including information about the Ombudsman and this Code.

Does Lyng comply? Yes 

So that our policy is visible for all customers, it’s published on our website and can be sent out to residents or tenants directly via email or in the post. All communication about our complaint policy includes information about the Housing Ombudsman and its code.

3.6 Landlords must give residents the opportunity to have a representative deal with their complaint on their behalf, and to be represented or accompanied at any meeting with the landlord.

Does Lyng comply? Yes 

A customer can appoint a third party to act as their representative for their complaint.

3.7 Landlords must provide residents with information on their right to access the Ombudsman service and how the individual can engage with the Ombudsman about their complaint.

Does Lyng comply? Yes 

If at any point during the complaint process, you’re unhappy with how the complaint is being handled  residents or tenants can also contact the Housing Ombudsman at any time for guidance, information and support.

4. Complaint handling staff

4.1 Landlords must have a person or team assigned to take responsibility for complaint handling, including liaison with the Ombudsman and ensuring complaints are reported to the governing body (or equivalent). This Code will refer to that person or team as the ‘complaints officer’. This role may be in addition to other duties.

Does Lyng comply? Yes 

We have a Complaints Manager that is trained to handle complaints in accordance with the Policy and the Housing Ombudsman complaint handling code.

The case handler who investigates the stage 2 complaint will not be the same person that handled the stage 1 complaint.

4.2 The complaints officer must have access to staff at all levels to facilitate the prompt resolution of complaints. They must also have the authority and autonomy to act to resolve disputes promptly and fairly.

Does Lyng comply? Yes 

The complaints manager will work closely with all areas of the business at all levels to resolve complaints as quickly as possible.

4.3 Landlords are expected to prioritise complaint handling and a culture of learning from complaints. All relevant staff must be suitably trained in the importance of complaint handling. It is important that complaints are seen as a core service and must be resourced to handle complaints effectively

Does Lyng comply? Yes 

All Lyng staff will be trained each year, or following any change in process, on identifying and resolving complaints.

 

5. The complaint handling process

5.1 Landlords must have a single policy in place for dealing with complaints covered by this Code. Residents must not be treated differently if they complain. 

Does Lyng comply? Yes

This policy sets out Lyngs approach to complaint handling following the Housing Ombudsman complaint handling code.

5.2 The early and local resolution of issues between landlords and residents is key to effective complaint handling. It is not appropriate to have extra named stages (such as ‘stage 0’ or ‘informal complaint’) as this causes unnecessary confusion. 

Does Lyng comply? Yes

5.3 A process with more than two stages is not acceptable under any circumstances as this will make the complaint process unduly long and delay access to the Ombudsman.

Does Lyng comply? Yes

We have a two-stage complaint process. We will look to resolve things at stage 1. If this isn’t possible, the complaint will be escalated stage 2.

5.4 Where a landlord’s complaint response is handled by a third party (e.g. a contractor or independent adjudicator) at any stage, it must form part of the two stage complaints process set out in this Code. Residents must not be expected to go through two complaints processes.

Does Lyng comply? N/A

We do not have a third party for handling complaints. These are handled in house.

5.5 Landlords are responsible for ensuring that any third parties handle complaints in line with the Code.  

Does Lyng comply? N/A

We do not have a third party for handling complaints. These are handled in house.

5.6 When a complaint is logged at Stage 1 or escalated to Stage 2, landlords must set out their understanding of the complaint and the outcomes the resident is seeking. The Code will refer to this as “the complaint definition”. If any aspect of the complaint is unclear, the resident must be asked for clarification. 

Does Lyng comply? Yes

We will acknowledge stage 1 and stage 2 complaints within five working days from receipt. The acknowledgment will confirm what aspects of the complaint we are responsible for and clarify areas that we are not or that are unclear of. We will then share this with customer and explain what we plan to do to investigate and resolve the complaint.

5.7 When a complaint is acknowledged at either stage, landlords must be clear which aspects of the complaint they are, and are not, responsible for and clarify any areas where this is not clear.  

Does Lyng comply? Yes

The acknowledgment will confirm what aspects of the complaint Lyng are responsible for and clarify areas that the Association is not or that are unclear, and share with the resident or tenant what the Association plans to do to investigate and resolve the complaint.

5.8 At each stage of the complaints process, complaint handlers must:  

1. deal with complaints on their merits, act independently, and have an open mind;  
2. give the resident a fair chance to set out their position;  
3. take measures to address any actual or perceived conflict of interest; and  
4. consider all relevant information and evidence carefully. 

Does Lyng comply? Yes

At each stage of the complaint process, Lyng will:

1. deal with complaints on their merits, act independently, and have an open mind;
2. give the resident a fair chance to set out their position;
3. take measures to address any actual or perceived conflict of interest; and
4. consider all relevant information and evidence carefully.

5.9 Where a response to a complaint will fall outside the timescales set out in this Code, the landlord must agree with the resident or tenant suitable intervals for keeping them informed about their complaint.

Does Lyng comply? Yes

Where an extension is required, this will be for no longer than 10 working days for a stage 1 complaint and 20 working days for a stage 2. Lyng will seek to agree this with the customer or tenant and confirm the new deadline. All extensions will be confirmed to residents or tenants in writing and include:

• the reason for the extension
• contact details for the Housing Ombudsman
• when they can expect further updates from Lyng.

5.10 Landlords must make reasonable adjustments for residents where appropriate under the Equality Act 2010. Landlords must keep a record of any reasonable adjustments agreed, as well as a record of any disabilities a resident has disclosed. Any agreed reasonable adjustments must be kept under active review.  

Does Lyng comply? Yes

Under the Equality Act 2010 Lyng will always make appropriate reasonable adjustments for our residents or tenants when handling their complaint.

5.11 Landlords must not refuse to escalate a complaint through all stages of the complaints procedure unless it has valid reasons to do so. Landlords must clearly set out these reasons, and they must comply with the provisions set out in section 2 of this Code. 

Does Lyng comply? Yes

Lyng will always look to resolve stage 1 and stage 2 complaints, but on some occasions can’t. Before any decision is made, Lyng assess each case on its own merits and, if the Association is unable to accept a complaint, will write and explain why. Residents or tenants have the right to take this decision to the Housing Ombudsman who may not agree that the exclusion has been fairly applied.

5.12 A full record must be kept of the complaint, and the outcomes at each stage. This must include the original complaint and the date received, all correspondence with the resident, correspondence with other parties, and any relevant supporting documentation such as reports or surveys.  

Does Lyng comply? Yes

Lyng will keep a full record of the complaint and the outcomes reached at each stage. The record will include the original complaint and the date it was received, all correspondence with the resident and other relevant third parties, and any relevant supporting documents such as reports and surveys.

5.13 Landlords must have processes in place to ensure a complaint can be remedied at any stage of its complaints process. Landlords must ensure appropriate remedies can be provided at any stage of the complaints process without the need for escalation.  

Does Lyng comply? Yes

From the moment our residents or tenants tell Lyng they are unhappy, the Association will look to identify and use a variety of appropriate remedial action.

Any action that Lyng agrees to take in order to put things right will be tracked and actioned promptly  with regular updates until all actions are completed. On their completion, Lyng will contact the customer to confirm what action has been taken and resolve any outstanding queries.

5.14 Landlords must have policies and procedures in place for managing unacceptable behaviour from residents and/or their representatives. Landlords must be able to evidence reasons for putting any restrictions in place and must keep restrictions under regular review.

Does Lyng comply? Yes

Our expectations of how we want colleagues to treat each other and our customers are contained in our Customer Charter . The root of this statement is that we will not make assumptions, judgments or decisions based on the way others look, sound or based on someone’s beliefs or the way they chose to live their lives. The Association will aim to  understand at times that, when things go wrong, it can be distressing, and people can act out of character in times of trouble. Distress and upset can lead to a customer approaching Lyng to get matters resolved.

However, the Association has a duty to protect staff, and will not tolerate unacceptable behaviour or excessive demands on our service that impact the safety of Lyng employees, or that prevents them from carrying out their duties effectively.

5.15 Any restrictions placed on contact due to unacceptable behaviour must be proportionate and demonstrate regard for the provisions of the Equality Act 2010. 

Does Lyng comply? Yes

 

6. Complaints stages

Stage 1 

6.1 Landlords must have processes in place to consider which complaints can be responded to as early as possible, and which require further investigation. Landlords must consider factors such as the complexity of the complaint and whether the resident is vulnerable or at risk. Most stage 1 complaints can be resolved promptly, and an explanation, apology or resolution provided to the resident. 

Does Lyng comply? Yes

Where the Association can identify a resolution without the need for a full stage 1 investigation, Lyng will confirm this with the customer and agree what action will be taken to put things right, what has been learnt from their complaint and their referral rights. An early resolution will not prevent or delay a customer’s/tenant’s right to escalate the complaint to stage 2 if they so choose.

6.2 Complaints must be acknowledged, defined and logged at stage 1 of the complaints procedure within five working days of the complaint being received

Does Lyng comply? Yes

Lyng will acknowledge stage 1 and stage 2 complaints within five working days from receipt.

6.3 Landlords must issue a full response to stage 1 complaints within 10 working days of the complaint being acknowledged.  

Does Lyng comply? Yes

Customer can expect to receive a response within 10 working days from acknowledgement for a stage 1 complaint and within 20 working days for a stage 2.

6.4 Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 10 working days without good reason, and the reason(s) must be clearly explained to the resident.  

Does Lyng comply? Yes

Where an extension is required, this will be for no longer than 10 working days for a stage 1 complaint and 20 working days for a stage 2.

6.5 When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman. 

Does Lyng comply? Yes

Lyng will seek to agree this with the customer/tenant and confirm the new deadline. All extensions will be confirmed to residents or tenants in writing and include:

• the reason for the extension
• contact details for the Housing Ombudsman
• when they can expect further updates from Lyng

6.6 A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.   

Does Lyng comply? Yes

In our response, Lyng will include the following:

1. the complaint stage;
2. what the complaint is about;
3. the decision on the complaint;
4. the reasons for any decisions made;
5. the details of any remedy offered to put things right;
6. any learning from the complaint
7. details of any outstanding actions

Outstanding actions are kept on a tracker which is reviewed daily to ensure that they are completed within the timescales agreed with customers. Customer /tenant updates are recorded on the tracker and in the record system.

6.7 Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.    

Does Lyng comply? Yes

Lyng will address all points raised in the complaint and provide clear reasons for any decisions with reference to the relevant laws, policies and good practice.

6.8 Where residents raise additional complaints during the investigation, these must be incorporated into the stage 1 response if they are related and the stage 1 response has not been issued. Where the stage 1 response has been issued, the new issues are unrelated to the issues already being investigated or it would unreasonably delay the response, the new issues must be logged as a new complaint.    

Does Lyng comply? Yes

Where the customer or tenant raises additional complaint points during the stage 1 investigation, that are related to the existing issue, these will be added into the open complaint. If the new points raised are unrelated to the complaint being investigated, or would unreasonably delay the response, they will be logged as a new complaint.

6.9 Landlords must confirm the following in writing to the resident at the completion of stage 1 in clear, plain language:  

1. the complaint stage;
2. the complaint definition;
3. the decision on the complaint;
4. the reasons for any decisions made;
5. the details of any remedy offered to put things right;
6. details of any outstanding actions; and
7. details of how to escalate the matter to stage 2 if the individual is not satisfied with the response.

Does Lyng comply? Yes

In our response, we will include the following:

1. the complaint stage;
2. what the complaint is about;
3. the decision on the complaint;
4. the reasons for any decisions made;
5. the details of any remedy offered to put things right;
6. any learning from the complaint
7. details of any outstanding actions

 

Stage 2 

6.10 If all or part of the complaint is not resolved to the resident’s satisfaction at stage 1, it must be progressed to stage 2 of the landlord’s procedure. Stage 2 is the landlord’s final response.  

Does Lyng comply? Yes

Lyng will look to resolve the complaint at stage 1. If this isn’t possible, the complaint will be escalated stage 2.

6.11 Requests for stage 2 must be acknowledged, defined and logged at stage 2 of the complaints procedure within five working days of the escalation request being received. 

Does Lyng comply? Yes

Residents or tenants can expect to receive a response within 10 working days from acknowledgement for a stage 1 complaint and within 20 working days for a stage 2.

6.12 Residents must not be required to explain their reasons for requesting a stage 2 consideration. Landlords are expected to make reasonable efforts to understand why a resident remains unhappy as part of its stage 2 response.

Does Lyng comply? Yes

Residents or tenants are not required to explain their reasons for requesting an escalation to stage 2. However, if we receive a request to escalate and any aspect of the complaint is unclear, we will contact the residents or tenants to seek clarification.

6.13 The person considering the complaint at stage 2 must not be the same person that considered the complaint at stage 1. 

Does Lyng comply? Yes

The case handler who investigates the stage 2 complaint will not be the same person that handled the stage 1 complaint.

6.14 Landlords must issue a final response to the stage 2 within 20 working days of the complaint being acknowledged.  

Does Lyng comply? Yes

Residents or tenants can expect to receive a response within 10 working days from acknowledgement for a stage 1 complaint and within 20 working days for a stage 2.

6.15 Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 20 working days without good reason, and the reason(s) must be clearly explained to the resident.  

Does Lyng comply? Yes

Where an extension is required, this will be for no longer than 10 working days for a stage 1 complaint and 20 working days for a stage 2.

6.16 When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman. 

Does Lyng comply? Yes

Lyng will seek to agree this with the customer and confirm the new deadline. All extensions will be confirmed to residents or tenants in writing and include:

• the reason for the extension
• contact details for the Housing Ombudsman
• when they can expect further updates from Lyng

6.17 A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.  

Does Lyng comply? Yes

In our response, Lyng will include the following:

1. the complaint stage;
2. what the complaint is about;
3. the decision on the complaint;
4. the reasons for any decisions made;
5. the details of any remedy offered to put things right;
6. any learning from the complaint
7. details of any outstanding actions

6.18 Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.

Does Lyng comply? Yes

Lyng will address all points raised in the complaint and provide clear reasons for any decisions with reference to the relevant laws, policies and good practice.

6.19 Landlords must confirm the following in writing to the resident at the completion of stage 2 in clear, plain language:  

1. the complaint stage; 
2. the complaint definition;
3. the decision on the complaint;
4. the reasons for any decisions made; 
5. the details of any remedy offered to put things right; 
6. details of any outstanding actions; and 
7. details of how to escalate the matter to the Ombudsman Service if the individual remains          

Does Lyng comply? Yes

In our response, Lyng will include the following:

1.  the complaint stage;
2.  what the complaint is about;
3.  the decision on the complaint;
4.  the reasons for any decisions made;
5.  the details of any remedy offered to put things right;
6.  any learning from the complaint and details of any outstanding actions

For stage 1 complaints Lyng will also include details of how to escalate the matter to stage 2 if the customer is not satisfied with the response. For stage 2 complaints Lyng will also include details of how to escalate the matter to the Housing Ombudsman if the customer remains dissatisfied.

6.20 Stage 2 is the landlord’s final response and must involve all suitable staff members needed to issue such a response.

Does Lyng comply? Yes

The complaints manager work closely with all areas of the business at all levels to resolve complaints as quickly as possible.

 

7. Putting things right 

7.1 Where something has gone wrong a landlord must acknowledge this and set out the actions it has already taken, or intends to take, to put things right. These can include: 

• Apologising;
• Acknowledging where things have gone wrong; 
• Providing an explanation, assistance or reasons; 
• Taking action if there has been delay;
• Reconsidering or changing a decision; 
• Amending a record or adding a correction or addendum;
• Providing a financial remedy;
• Changing policies, procedures or  practices

Does Lyng comply? Yes

Action Lyng may take includes:

• Apologising;
• Acknowledging where things have gone wrong;
• Providing an explanation, assistance or reasons;
• Taking action if there has been delay;
• Reconsidering or changing a decision;
• Amending a record or adding a correction or addendum;
• Providing a financial remedy in line with our compensation policy
• Changing policies, procedures or practices

7.2 Any remedy offered must reflect the impact on the resident as a result of any fault identified. 

Does Lyng comply? Yes

Any remedy that Lyng offer will reflect the impact on the customer as a result of the service failure that was identified.

7.3 The remedy offer must clearly set out what will happen and by when, in agreement with the resident where appropriate. Any remedy proposed must be followed through to completion.

Does Lyng comply? Yes

Any action that Lyng agree to take in order to put things right will be tracked and actioned promptly. Lyng will provide the customer with regular updates until all actions are completed. On their completion, Lyng will contact the customer to confirm what action has been taken and resolve any outstanding queries.

7.4 Landlords must take account of the guidance issued by the Ombudsman when deciding on appropriate remedies. 

Does Lyng comply? Yes

When deciding on what remedial action to take, we will use the Housing Ombudsman’s guidance which can be found here: Guidance on remedies (housing-ombudsman.org.uk)

 

8. Putting things right

8.1 Landlords must produce an annual complaints performance and service improvement report for scrutiny and challenge, which must include: 

1. the annual self-assessment against this Code to ensure their complaint handling policy remains in line with its requirements.
2. a qualitative and quantitative analysis of the landlord’s complaint handling performance. This must also include a summary of the types of complaints the landlord has refused to accept;
3. any findings of non-compliance with this Code by the Ombudsman;
4. the service improvements made as a result of the learning from complaints;
5. any annual report about the landlord’s performance from the Ombudsman; and
6. any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord. 

Does Lyng comply? Yes

Lyng will provide an annual report about complaint handling performance and service improvements. This will include:

1. the annual self-assessment against this Code to ensure Lyng’s  complaint handling policy remains in line with its requirements.
2. a qualitative and quantitative analysis of Lyng’s complaint handling performance. This will include a summary of the types of complaints the Association has refused to accept;
3. any findings of non-compliance with the Code by the Ombudsman;
4. the service improvements made as a result of the learning from complaints;
5. any annual report about our performance from the Ombudsman; and
6. any other relevant reports or publications produced by the Ombudsman in relation to the work.

8.2 The annual complaints performance and service improvement report must be reported to the landlord’s governing body (or equivalent) and published on the on the section of its website relating to complaints. The governing body’s response to the report must be published alongside this.

Does Lyng comply? Yes

These reports will be shared with our governing body and published on the Lyng  website. Lyng’s  governing body will provide a response to the report which will be published alongside it.

8.3 Landlords must also carry out a self-assessment following a significant restructure, merger and/or change in procedures.

Does Lyng comply? Yes

Lyng will carry out a self-assessment against the Housing Ombudsman code at least once a year, following any restructuring, merger, change in procedure, or following a Housing Ombudsman investigation, and publish the results on our website.

8.4 Landlords may be asked to review and update the self-assessment following an Ombudsman investigation.

Does Lyng comply? Yes

Lyng will carry out a self-assessment against the Housing Ombudsman code at least once a year, following any restructuring, merger, change in procedure, or following a Housing Ombudsman investigation, and publish the results on the Lyng website.

8.5 If a landlord is unable to comply with the Code due to exceptional circumstances, such as a cyber incident, they must inform the Ombudsman, provide information to residents who may be affected, and publish this on their website Landlords must provide a timescale for returning to compliance with the Code.

Does Lyng comply? Yes

Where Lyng has found non-compliance with the code, Lyng will provide an explanation for this and confirm what action is being taken to ensure future compliance.

 

9. Scrutiny & oversight: continuous learning and improvement  

9.1 Landlords must look beyond the circumstances of the individual complaint and consider whether service improvements can be made as a result of any learning from the complaint. 

Does Lyng comply? Yes

Lyng will use all complaints as a way for the organisation to learn about how to improve  services to prevent similar complaints occurring in the future. This includes looking beyond the circumstances of individual complaints and considering whether service improvements can be made as a result of any learning from the complaint.

9.2 A positive complaint handling culture is integral to the effectiveness with which landlords resolve disputes. Landlords must use complaints as a source of intelligence to identify issues and introduce positive changes in service delivery. 

Does Lyng comply? Yes

Lyng is committed to listen to the voice of  residents or tenants and commit to delivering a great service. Sometimes, things can go wrong, and it’s important that our residents or tenants are able to let Lyng know so that the Association can put things right.

Lyng will use all complaints as a way to learn about how the Association can improve it’s services to prevent similar complaints occurring in the future.

9.3 Accountability and transparency are also integral to a positive complaint handling culture. Landlords must report back on wider learning and improvements from complaints to stakeholders, such as residents’ panels, staff and relevant committees. 

Does Lyng comply? Yes

Each quarter, analysis will be carried out to identify themes and trends on the learning from complaints..

Key learnings will be shared with stakeholders, staff, the Board, residents or tenants.

9.4 Landlords must appoint a suitably senior lead person as accountable for their complaint handling. This person must assess any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision.

Does Lyng comply? Yes

The Office Manager oversees the Association’s complaint handling performance and assesses any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision.

9.5 In addition to this a member of the governing body (or equivalent) must be appointed to have lead responsibility for complaints to support a positive complaint handling culture. This person is referred to as the Member Responsible for Complaints (‘the MRC’).

Does Lyng comply? Yes

The Chair of the Association has lead responsibility for complaints to support a positive complaint handling culture. This person is referred to as the Member Responsible for Complaints (The Member).

9.6 The MRC will be responsible for ensuring the governing body receives regular information on complaints that provides insight on the landlord’s complaint handling performance. This person must have access to suitable information and staff to perform this role and report on their findings.

Does Lyng comply? Yes

9.7 As a minimum, the MRC and the governing body (or equivalent) must receive: 

1. regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance;
2. regular reviews of issues and trends arising from complaint handling;  
3. regular updates on the outcomes of the Ombudsman’s investigations and progress made in complying with orders related to severe maladministration findings; and  
4. the annual complaints performance and service improvement report.

Does Lyng comply? Yes

At a minimum, the governing body will receive:

1. regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance;
2. regular reviews of issues and trends arising from complaint handling;
3. regular updates on the outcomes of the Ombudsman’s investigations and progress made in complying with orders related to severe maladministration findings;

and annually:

1. the annual complaints performance and service improvement report.

9.8 Landlords must have a standard objective in relation to complaint handling for all relevant employees or third parties that reflects the need to: 

1. have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments;
2. take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and
3. act within the professional standards for engaging with complaints as set by any relevant professional body.

Does Lyng comply? Yes

Lyng has a standard objective in relation to complaint handling for all relevant employees or third parties that reflects the need to:

• have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments;
• take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and
• act within the professional standards for engaging with complaints as set by any relevant professional body.