Complaints

Complaints

Has something gone wrong?

We understand that sometimes we don’t get it right and you may wish to take things further.

Before raising a formal complaint we would like the opportunity to discuss your problem with you and hopefully resolve it.

Please contact us through the Customer Contact Team by phone, email, or letter, stating that you’d like to discuss an issue before making a formal complaint.  

If we have still not been able to resolve things to your satisfaction after this, please click here and follow the steps of the formal complaint procedure.

Complaints self-assessment form

In July 2020, the Housing Ombudsman (looks at complaints about registered providers of social housing) published a new Complaint Handling Code, setting out good practice that will allow landlords such as Saffron to respond to complaints effectively and fairly.

We are now required by the Housing Ombudsman to self-assess against the Code and publish our findings.

You can view our self-assessment form here.

Below is some further information about the new Complaint Handling Code:

Key areas in the Code

  • Universal definition of a complaint
  • Providing easy access to the complaints procedure and ensuring residents are aware of it, including their right to access the Housing Ombudsman Service
  • The structure of the complaints procedure – only two stages necessary and clear timeframes set out for responses
  • Ensuring fairness in complaint handling with a resident-focused process
  • Taking action to put things right and appropriate remedies
  • Creating a positive complaint handling culture through continuous learning and improvement
  • Demonstrating learning in Annual Reports.

Self-assessment

Landlords will be asked to self-assess against the Code by 31 December 2020 and publish the results.

Operational staff – the Code supports excellent complaint handling and engagement with the Ombudsman. If the requirements of the Code cannot be delivered this should prompt discussion about what needs to change.

Chief executives and senior managers – the Code supports learning from complaints and promotes the open and transparent use of information to assess performance and risks.

Boards or equivalent governance – the Code supports culture setting and intelligence for assurance exercises, using complaint data alongside other management information on stock, services and customer feedback to provide insight into their organisation. It is important for governance to understand the complaints their organisations are receiving and the impact of their complaint handling on residents.

 

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