The Housing Ombudsman has introduced a new complaint handling code that Broadland has formally adopted. The code is not very different from our existing complaints policy and procedures. However, there are some key changes. As a result we are updating our policy and procedures to reflect these changes and the documents will be available on our website shortly.
Interim Complaints & Compensation Policy
We have issued an interim complaints and compensation policy while the Coronavirus measures are in place. Full details of the changes we have made to our services are on the Tenants page.
How to make a complaint
How we deal with your complaint
Our focus is on resolving complaints quickly and we put people first at each stage of the process:
Expression of dissatisfaction – let’s get things sorted
We will listen and apologise where there are issues with our homes or service. We will respond quickly and focus on putting things right. We record and monitor all expressions of dissatisfaction so that we can spot any patterns, learn from our mistakes and improve.
Stage 1: Formal complaint – let’s get another point of view
This marks the start of Broadland’s formal process to make sure all complaints are treated fairly and investigated at a senior level.
If you are not satisfied with our response to your issue, or would like to make a formal complaint straight away, we will follow this formal complaints procedure.
We will acknowledge your complaint within 3 working days of receiving it. A senior manager or director will investigate and respond to you fully within 10 working days.
Stage 2: Appeal – what if you’re not satisfied?
If you are not satisfied with our formal response, you can ask for your complaint to be moved to stage 2. You are invited to present your case to a panel of Broadland board members. The panel will give Broadland’s final response and the reasons for their decision within 5 working days of the panel hearing.
This is the final stage of Broadland’s complaints procedure.
If you reach the end of this procedure and you are still not satisfied, you have the right to take your complaint to an independent person for review, usually your MP.
Alternatively, you can take your complaint to the Housing Ombudsman, who will investigate. We will include these rights of further appeal in our correspondence to you following a panel hearing.
Compensation and goodwill
At any point during the complaints process, we may consider awarding compensation or a gesture of goodwill. Please contact us to view our Compensation Policy.