ESG Report 2023 Digital Final - Flipbook - Page 14
02/SOCIAL
C11 - ENHANCED
In the last 12 months, how many complaints have been
upheld by the Ombudsman. None.
How have these complaints (or others) resulted in change
of practice within the housing provider?
To facilitate tenant feedback and help improve service delivery,
Choice provides a robust and transparent two stage complaints
process. Details on how to make a complaint are included in the
Tenant’s Handbook with the complaint form being displayed in
communal areas of our Sheltered Housing schemes. A copy of the
Policy is accessible from the Association’s website and can also
be obtained on request by telephone, email, in writing or via social
media. In addition, complainants are also issued with a printed copy
of the procedure with every complaint acknowledgment.
Board/Committee and SMT receive regular reports, detailing the
number of complaints received during the period, trends and
performance against targets. A report is also prepared at the end of
the year, detailing all formal complaint activity for the period including
any lessons learned and recommendations for improvement in
service provision. Throughout 2022-23, Supporting Communities
continued to act as an independent panel to review Stage 2
complaints alongside elected tenant representatives.
HOW TO COMPLAIN
person, however made,
sion of dissatisfaction by any
‘any oral or written expres
se’.
We define a complaint as
s which requires a respon
inaction of Choice or its officer
about the service, action or
make general
for you to report repairs or
ted Customer Services Centre
iately. If we can’t,
dedica
a
immed
n
ented
concer
implem
Choice has
we can resolve your
action will be to consider if
g day. Our three
housing enquiries. Our first
all complaints within one workin
ledge
acknow
to
aim
We
int.
we will register your compla
is outlined below:
stage complaints procedure
Local Resolution
discuss your concerns with
lly in the first instance. Please
Problems can be raised informa
s Officer or Development
Housing Officer, Property Service
e, he or she has the
your Scheme Coordinator,
is unhappy with the initial respons
investigate all
Officer. Where a complainant
fully
We will
higher level within Choice.
a solution as quickly as
opportunity to appeal to a
our service and aim to find
about
made
ints
compla
ask to have your
reasonable
issue immediately, you can
the
resolve
cannot
we
possible. Where
procedure.
our three stage complaints
complaint dealt with through
If you would like
further information
about making a
complaint please
contact Choice on
0300 111 2211 or
email enquiries@
choice-housing.org
Services Ombudsman may
The Northern Ireland Public
.
completing our complaint procedure
not investigate your complaint
if you make it more than six
months after
13
choice-housing.org
25/02/2020 11:39
Choice Environmental, Social and Governance Report