Complaints stages

Stage 1


Code provision	Code requirement	Comply: Yes/No	Evidence	Commentary/Explanation
6.1	Landlords must have processes in place to consider which complaints can be responded to as early as possible, and which require further investigation. Landlords must consider factors such as the complexity of the complaint and whether the resident is vulnerable or at risk. Most stage 1 complaints can be resolved promptly, and an explanation, apology or resolution provided to the resident.	Yes		Within our internal complaints handling process we encourage early communication with the complainant to prompt early resolution.
6.2	Complaints must be acknowledged, defined and logged at stage 1 of the complaints procedure within five working days of the complaint being received.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 1 guidance.
6.3	Landlords must issue a full response to stage 1 complaints within 10 working days of the complaint being acknowledged	Yes	South Norfolk complaints policy	Defined within the policy under the stage 1 guidance.
6.4	Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 10 working days without good reason, and the reason(s) must be clearly explained to the resident.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 1 guidance.
6.5	When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 1 guidance.
6.6	A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 1 guidance.
6.7	Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 1 guidance and internal processes and guidance.
6.8	Where residents raise additional complaints during the investigation, these must be incorporated into the stage 1 response if they are related, and the stage 1 response has not been issued. Where the stage 1 response has been issued, the new issues are unrelated to the issues already being investigated or it would unreasonably delay the response, the new issues must be logged as a new complaint.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 1 guidance.
6.9	Landlords must confirm the following in writing to the resident at the completion of stage 1 in clear, plain language: a. the complaint stage; b. the complaint definition; c. the decision on the complaint; d. the reasons for any decisions made; e. the details of any remedy offered to put things right; f. details of any outstanding actions; and g. details of how to escalate the matter to stage 2 if the individual is not satisfied with the response.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 1 guidance.

Stage 2


Code provision	Code requirement	Comply: Yes/No	Evidence	Commentary/explanation
6.10	If all or part of the complaint is not resolved to the resident’s satisfaction at stage 1, it must be progressed to stage 2 of the landlord’s procedure. Stage 2 is the landlord’s final response.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 2 guidance.
6.11	Requests for stage 2 must be acknowledged, defined and logged at stage 2 of the complaints procedure within five working days of the escalation request being received	Yes	South Norfolk complaints policy	Defined within the policy under the stage 2 guidance
6.12	Residents must not be required to explain their reasons for requesting a stage 2 consideration. Landlords are expected to make reasonable efforts to understand why a resident remains unhappy as part of its stage 2 response.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 2 guidance.
6.13	The person considering the complaint at stage 2 must not be the same person that considered the complaint at stage 1.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 2 guidance.
6.14	Landlords must issue a final response to the stage 2 within 20 working days of the complaint being acknowledged.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 2 guidance.
6.15	Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 20 working days without good reason, and the reason(s) must be clearly explained to the resident.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 2 guidance.
6.16	When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 2 guidance.
6.17	A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 2 guidance.
6.18	Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 2 guidance.
6.19	Landlords must confirm the following in writing to the resident at the completion of stage 2 in clear, plain language: a. the complaint stage; b. the complaint definition; c. the decision on the complaint; d. the reasons for any decisions made; e. the details of any remedy offered to put things right; f. details of any outstanding actions; and g. details of how to escalate the matter to the Ombudsman Service if the individual remains dissatisfied.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 2 guidance.
6.20	Stage 2 is the landlord’s final response and must involve all suitable staff members needed to issue such a response.	Yes	South Norfolk complaints policy	Defined within the policy under the stage 2 guidance and internal processes and guidance.