| 5.1 | Landlords must have a single policy in place for dealing with complaints covered by this Code. Residents must not be treated differently if they complain. | Yes | South Norfolk complaints policy | We have a single complaints policy in place dealing with complaints covered by the code. |
| 5.2 | The early and local resolution of issues between landlords and residents is key to effective complaint handling. It is not appropriate to have extra named stages (such as ‘stage 0’ or ‘informal complaint’) as this causes unnecessary confusion. | Yes | South Norfolk complaints policy | Our policy states we have a two stage process. |
| 5.3 | A process with more than two stages is not acceptable under any circumstances as this will make the complaint process unduly long and delay access to the Ombudsman. | Yes | South Norfolk complaints policy | Our policy states we have a two stage process. |
| 5.4 | Where a landlord’s complaint response is handled by a third party (e.g. a contractor or independent adjudicator) at any stage, it must form part of the two stage complaints process set out in this Code. Residents must not be expected to go through two complaints processes. | Yes | South Norfolk complaints policy | Our policy states within our complaint definition that we deal with any third parties as part of the two stage complaint handling process. |
| 5.5 | Landlords are responsible for ensuring that any third parties handle complaints in line with the Code. | Yes | South Norfolk complaints policy | Our policy states within our complaint definition that we deal with any third parties as part of the two stage complaint handling process. Where a complaint involved a third party, we would be the lead on the complaint ensuring that it followed our complaints policy |
| 5.6 | When a complaint is logged at Stage 1 or escalated to Stage 2, landlords must set out their understanding of the complaint and the outcomes the resident is seeking. The Code will refer to this as “the complaint definition”. If any aspect of the complaint is unclear, the resident must be asked for clarification. | Yes | South Norfolk complaints policy | Defined within the policy within the complaints handling process. |
| 5.7 | When a complaint is acknowledged at either stage, landlords must be clear which aspects of the complaint they are, and are not, responsible for and clarify any areas where this is not clear. | Yes | South Norfolk complaints policy | Defined within the policy within the complaints handling process. |
| 5.8 | At each stage of the complaints process, complaint handlers must: a. deal with complaints on their merits, act independently, and have an open mind; b. give the resident a fair chance to set out their position; c. take measures to address any actual or perceived conflict of interest; and d. consider all relevant information and evidence carefully. | Yes | South Norfolk complaints policy | Defined within the policy within the complaints handling process. |
| 5.9 | Where a response to a complaint will fall outside the timescales set out in this Code, the landlord must agree with the resident suitable intervals for keeping them informed about their complaint. | Yes | South Norfolk complaints policy | Defined within the policy within the complaints handling process. |
| 5.10 | Landlords must make reasonable adjustments for residents where appropriate under the Equality Act 2010. Landlords must keep a record of any reasonable adjustments agreed, as well as a record of any disabilities a resident has disclosed. Any agreed reasonable adjustments must be kept under active review. | Yes | Equalities policy | This is covered by our corporate Equalities policy |
| 5.11 | Landlords must not refuse to escalate a complaint through all stages of the complaints procedure unless it has valid reasons to do so. Landlords must clearly set out these reasons, and they must comply with the provisions set out in section 2 of this Code. | Yes | South Norfolk complaints policy | Our stage 1 complaint response template advises how to escalate to stage 2. This is defined within our complaints policy under the stage 2 guidance. |
| 5.12 | A full record must be kept of the complaint, and the outcomes at each stage. This must include the original complaint and the date received, all correspondence with the resident, correspondence with other parties, and any relevant supporting documentation such as reports or surveys. | Yes | | All complaints are logged on our corporate complaints system and relevant documentation is uploaded to each record. |
| 5.13 | Landlords must have processes in place to ensure a complaint can be remedied at any stage of its complaints process. Landlords must ensure appropriate remedies can be provided at any stage of the complaints process without the need for escalation. | Yes | | Within our internal complaints handling process we encourage early communication with the complainant to prompt early resolution. |
| 5.14 | Landlords must have policies and procedures in place for managing unacceptable behaviour from residents and/or their representatives. Landlords must be able to evidence reasons for putting any restrictions in place and must keep restrictions under regular review. | Yes | South Norfolk Council unreasonably persistent complainants policy | This is covered by our Unreasonably Persistent Complainants policy. |
| 5.15 | Any restrictions placed on contact due to unacceptable behaviour must be proportionate and demonstrate regard for the provisions of the Equality Act 2010. | Yes | South Norfolk Council unreasonably persistent complainants policy Equalities policy | This is covered by our Unreasonably Persistent Complainant policy alongside our Equalities policy. |
