Complaints and compliments policy

We try our best to get everything right first time and provide the best service to our tenants, their families and our other stakeholders.

Unfortunately, there are times when you may feel that we have not got something right and you need to make a complaint. This page outlines our Complaints Policy and the ways that you can make a complaint.

You can download our full complaints policy here (PDF).

You can download and Easy Read version of our complaints policy here (PDF).

When dealing with your complaint we will always be fair, try and put things right and learn from our mistakes. If you are not happy about something that Fairoak, or someone working with us, has done or not done, you should speak to your Housing & Support Officer first who will try to sort the problem out.

Annual Complaints Performance and Service Improvement Report

Download: Board Response to Complaints Performance 2024

Download: Complaints Self Assessment 2024

Fairoak has a two stage complaints process as follows:

Complaints Process Stage 1:

Fairoak will aim to resolve complaints quickly and informally wherever possible. We will try to do this by telephoning or visiting the tenant (or their representative) on the day the complaint is received, if appropriate, to see whether we can put things right.

Where a complaint cannot be resolved immediately or further investigation is needed, we will acknowledge the complaint in writing within five working days of receipt. The acknowledgement will confirm that the matter has been logged as a complaint and explain who will be responsible for managing it.

We will aim to complete our investigation and provide a written Stage 1 response within ten working days of receiving the complaint.

Where we identify that things have gone wrong, we will acknowledge this and apologise. We will take appropriate action to put things right, which may include offering a remedy or compensation where appropriate. We will also ensure that, on an evidential basis, we learn from complaints and make any necessary changes to our services, policies or procedures.

The Stage 1 response will explain our decision, the reasons for it, and the outcome of the investigation. We will also advise the tenant (or their representative) of their right to request escalation to Stage 2 of the complaints process if they remain dissatisfied.

Complaints Process Stage 2:

If a tenant (or their representative) is not satisfied with the Stage 1 response, they can ask for their complaint to be reviewed at Stage 2. This request can be made using any of the methods available at Stage 1.

Stage 2 complaints will be reviewed by the Chair of the Board, or another Board member who has not previously been involved, to make sure the complaint is looked at independently and fairly.

The reviewer will take a fresh look at the complaint to understand why it has not been resolved at Stage 1. This will include reviewing what happened, how the complaint was handled, and whether the outcome was reasonable and in line with Fairoak’s policies and the Complaint Handling Code.

We will provide a full written response within 20 working days of receiving the request to escalate the complaint. This response will clearly explain our final decision, the reasons for it, and any actions we will take to put things right.

If the tenant (or their representative) remains unhappy after Stage 2, we will explain how they can take their complaint to the Housing Ombudsman Service for independent review.

Housing Ombudsman Review

In accordance with the Housing Ombudsman’s Complaint Handling Code, Fairoak will make it clear to tenants and their representatives that they have the right to contact the Housing Ombudsman at any point during the complaints process to receive any advice or assistance that they may need.

At the end of Stage 2, Fairoak will advise in writing details of how to contact the Housing Ombudsman Service and that this can be through a designated person (e.g. your local MP or local councillor) within 8 weeks of the final decision.

The Housing Ombudsman can be contacted as follows:

A list of MPs and local councillors can be found at: www.parliament.uk/mps-lords-and-offices/mps

Confidentiality

All complaints will be treated in confidence ensuring that privacy is respected and that Fairoak Housing Association is fair and consistent in its approach.

Designated Complaints Officer

The designated complaints officer for the purpose of this policy is the Customer Engagement Officer who will have responsibility for complaints handling and ensuring that the policy is complied with.

Mistreatment of Vulnerable Adults

Any complaint received by Fairoak Housing Association that falls into the category of “mistreatment of vulnerable adults” will be actioned in accordance with multi-agency safeguarding procedures agreed with the relevant local authority.

Monitoring and Learning from Complaints

Fairoak Housing Association will monitor and learn from complaints to improve the services we provide to our tenants in the following ways:

  • Maintain a system to record and analyse complaints and their outcomes
  • Measure and record satisfaction levels in complaint handling
  • Report to the board at least biannually on complaints received and measures taken
  • Publish information on complaints on our website and in our Newsletters and Annual Report

The Housing Ombudsman and the Complaint Handling Code

The Complaint Handling Code was introduced by the Housing Ombudsman to help landlords like Fairoak resolve complaints quickly and positively. It also asks landlords to learn from complaints.

The code is also a guide for tenants, setting out what they can and should expect from Fairoak when they are unhappy with the service they receive from us.

It also advises when a tenant can contact the Housing Ombudsman about their complaint.

The Housing Ombudsman Self Assessment

Fairoak Housing Association is a member of the Housing Ombudsman Scheme and our complaints service follows its Complaints Handling Code. We are required to produce a self-assessment every year about how we are performing against the Code.

You can download our current self assessment document here.

Compliments

Fairoak Housing Association aim to provide the best possible service to our tenants and when we get it right or particularly excel we would like to encourage tenants and their representatives to let us know.

Compliments can be made using the same range of methods available to make a complaint and an easy read form can be downloaded from our website.

Contact us

If you’d like to find out more about Fairoak Housing Association, how to become a tenant or any other matters, please get in touch.

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    We try our best to get everything right first time and provide the best service to our customers, our tenants, their families and our other stakeholders.

    Unfortunately, there are times when you may feel that we have not got something right and you need to make a complaint. This page outlines our Complaints Policy and the ways that you can make a complaint.

    You can download our full complaints policy here (PDF).

    You can download an Easy Read version of our complaints policy here (PDF).

    When dealing with your complaint we will always be fair, try and put things right and learn from our mistakes. If you are not happy about something that Fairoak, or someone working with us, has done or not done, you should speak to your Housing & Support Officer first who will try to sort the problem out.

    Annual Complaints Performance and Service Improvement Report

    Download: Board Response to Complaints Performance 2024

    Download: Complaints Self Assessment 2024

    Fairoak has a two stage complaints process as follows:

    Complaints Process Stage 1:

    Fairoak will try to resolve the complaint by telephoning or visiting the tenant (or their representative) on the day that the complaint is received to see if we can put things right.

    If further time is required to investigate a complaint, we will write to the complainant within 5 working days, acknowledging the complaint and advising who will be managing the complaint.

    We will aim to complete our investigations and respond in writing within 10 working days of receiving the complaint.

    Fairoak will also acknowledge where things have gone wrong and apologise for any mistakes, take any appropriate action, offer compensation and, on an evidential basis and  where appropriate, ensure that we learn from the complaint and make any changes to our policies and procedures that may be necessary.

    We will also advise the tenant (or their representative) that if they are still not satisfied with how their complaint has been dealt with, they can ask to progress it to Stage 2 of our complaints process.

    Complaints Process Stage 2:

    Stage 2 will be dealt with by the Chair of the Board and can be made using any of the methods listed in Stage 1.

    The Chair will investigate the complaint and determine why it has not been resolved and whether the outcome of Stage 1 is correct.

    A full written response will be provided within 20 working days of receiving a request to escalate the complaint.

    Housing Ombudsman Review

    In accordance with the Housing Ombudsman’s Complaint Handling Code, Fairoak will make it clear to tenants and their representatives that they have the right to contact the Housing Ombudsman at any point during the complaints process to receive any advice or assistance that they may need.

    At the end of Stage 2, Fairoak will advise in writing details of how to contact the Housing Ombudsman Service and that this can be through a designated person (e.g. your local MP or local councillor) within 8 weeks of the final decision.

    The Housing Ombudsman can be contacted as follows:

    A list of MPs and local councillors can be found at: www.parliament.uk/mps-lords-and-offices/mps

    Confidentiality

    All complaints will be treated in confidence ensuring that privacy is respected and that Fairoak Housing Association is fair and consistent in its approach.

    Designated Complaints Officer

    The designated complaints officer for the purpose of this policy is the Customer Engagement Officer who will have responsibility for complaints handling and ensuring that the policy is complied with.

    Mistreatment of Vulnerable Adults

    Any complaint received by Fairoak Housing Association that falls into the category of “mistreatment of vulnerable adults” will be actioned in accordance with multi-agency safeguarding procedures agreed with the relevant local authority.

    Monitoring and Learning from Complaints

    Fairoak Housing Association will monitor and learn from complaints to improve the services we provide to our tenants in the following ways:

    • Maintain a system to record and analyse complaints and their outcomes
    • Measure and record satisfaction levels in complaint handling
    • Report to the board at least biannually on complaints received and measures taken
    • Publish information on complaints on our website and in our Newsletters and Annual Report

    The Housing Ombudsman and the Complaint Handling Code

    The Complaint Handling Code was introduced by the Housing Ombudsman to help landlords like Fairoak resolve complaints quickly and positively. It also asks landlords to learn from complaints.

    The code is also a guide for tenants, setting out what they can and should expect from Fairoak when they are unhappy with the service they receive from us.

    It also advises when a tenant can contact the Housing Ombudsman about their complaint.

    The Housing Ombudsman Self Assessment

    Fairoak Housing Association is a member of the Housing Ombudsman Scheme and our complaints service follows its Complaints Handling Code. We are required to produce a self-assessment every year about how we are performing against the Code.

    You can download our current self assessment document here.

    Compliments

    Fairoak Housing Association aim to provide the best possible service to our tenants and when we get it right or particularly excel we would like to encourage tenants and their representatives to let us know.

    Compliments can be made using the same range of methods available to make a complaint and an easy read form can be downloaded from our website.