How we Deal with Complaints

If an initial attempt to resolve the issue is unsuccessful, a formal complaint will be recorded and we will:

• Log and acknowledge the complaint within 5 working days of it being received
• Tell the person who will be dealing with their complaint and how to contact them
• Aim to resolve the complaint within 10 working days from the date of acknowledgement
• Provide the person with a written response to their complaint which confirms the complaint stage, definition, decision, reason for decision, any remedy being offered, any outstanding actions and how to escalate to stage two if they are not satisfied with the response

Complaints at this stage will typically be addressed by a senior member of staff, such as a senior officer or manager.

Where a complaint is made by a third party on behalf of a resident, the third party will receive an acknowledgement and a copy of the response will be sent to the customer.

A customer can request a review or an escalation of their complaint once stage one has been completed. We will:

• Acknowledge the complaint has progressed to this stage within 5 working days of the escalation request being received
  Tell customers who will be dealing with their complaint and how to contact them
• Aim to resolve the complaint within 20 working days from the date of acknowledgement
• Allow customers to comment on any adverse findings before a final decision is made
• Provide the customer with a written response to their complaint which confirms the complaint stage, definition, decision, reason for decision, any remedy being offered, any outstanding actions and how to escalate to the Housing Ombudsman if they are not satisfied with the response

Complaints at this stage will usually be dealt with by a member of our Executive Team. That person will have had no involvement in stage one of the complaints process so that the review can be independent. We may involve Board Members as part of the review and customers can ask for our Resident Engagement Panel to be involved.

If we’re not able to resolve your complaint within the timeframes set out, we will:

• Explain the reasons why
• Provide a revised timescale
• Keep you informed

Here is what you can expect from us. We will:

• Promote and encourage feedback and complaints
• Make it easy for you to contact us
• Make reasonable adjustments to ensure we are accessible and inclusive
• Be friendly, respectful and professional
• Listen carefully to ensure we understand your complaint
• Investigate complaints fully
• Attempt to resolve issues quickly
• Keep you informed throughout the process
• Say ‘sorry’ if we got things wrong
• Do all we can to put things right in a reasonable timescale
• Accurately record all details
• Learn from complaints to improve our service and prevent future complaints
• Provide training and guidance to our staff
• Follow the Housing Ombudsman Complaint Handling Code

The Housing Ombudsman Service is set up by law to look at complaints about housing organisations that are registered with them (which Cornerstone is), including housing associations and local authorities. Click here for more information about how they can help or to contact them about a complaint.

You can make a complaint via the Housing Ombudsman website Make a complaint – Housing Ombudsman (housing-ombudsman.org.uk)

How to contact the Housing Ombudsman service:

• See the website at www.housing-ombudsman.org.uk
• Call on 0300 111 3000