| 3.1 | Landlords must make it easy for residents to complain by providing different channels through which they can make a complaint. Landlords must consider their duties under the Equality Act 2010 and anticipate the needs and reasonable adjustments of residents who may need to access the complaints process. | Yes | South Norfolk Council - Make a complaint | Our complaints page on our website gives a number of different channels that customers can complain through. |
| 3.2 | Residents must be able to raise their complaints in any way and with any member of staff. All staff must be aware of the complaints process and be able to pass details of the complaint to the appropriate person within the landlord. | Yes | | All staff are aware of the complaints process and how to make a complaint on behalf of a resident. We will be rolling out a training module for all staff and all new starters to ensure their knowledge is kept up to date. |
| 3.3 | High volumes of complaints must not be seen as a negative, as they can be indicative of a well-publicised and accessible complaints process. Low complaint volumes are potentially a sign that residents are unable to complain. | Yes | | Complaint volumes are tracked and reported yearly to Members. We also use complaints as an opportunity to learn lessons and improve processes. |
| 3.4 | Landlords must make their complaint policy available in a clear and accessible format for all residents. This will detail the two-stage process, what will happen at each stage, and the time frames for responding. The policy must also be published on the landlord’s website. | Yes | South Norfolk Council - Make a complaint | Our complaints policy is published on our website and emailed to complainants when their complaint is acknowledged. |
| 3.5 | The policy must explain how the landlord will publicise details of the complaints policy, including information about the Ombudsman and this Code | Yes | South Norfolk Council - Make a complaint | Our policy is published on our website and details of the Ombudsman is provided. |
| 3.6 | Landlords must give residents the opportunity to have a representative deal with their complaint on their behalf, and to be represented or accompanied at any meeting with the landlord. | Yes | South Norfolk complaints policy | Defined within our complaints definition within our complaints policy. |
| 3.7 | Landlords must provide residents with information on their right to access the Ombudsman service and how the individual can engage with the Ombudsman about their complaint. | Yes | South Norfolk complaints policy | This is provided within our complaints policy and within our stage 2 response template. |
