Complaints, Compliments and Comments
Platform Housing Group is committed to providing quality housing services. To do this we need to know what’s working well and also what we need to do to improve.
We have a dedicated Customer Experience Team who administer all complaints, compliments and comments and Councillor and MP enquiries. The team are also responsible for following up on survey responses.
If you wish to leave us feedback then please complete the form below, please note this form should not be used if you wish to report an issue with a neighbour. To report concerns about a neighbour please use our Anti-Social Behaviour Reporting Form.
Download our Customer Feedback Leaflet [pdf] 604KBPlease click here to provide feedback
From the end of May we will be completing some customer surveys with a selection of customers that have recently had a gas service and also customers that have recently purchased a Platform property.
How to make a complaint
A complaint is:
An expression of dissatisfaction about an action or lack of action resulting in service failure.
- Services delivered directly by Platform Housing Group or services delivered for us by others
- The standard or quality of service
- Failure to follow policy or procedure
- Staff behaviours
A complaint is not:-
- An initial or follow up request for service
- An information request
- Chasing up of defects within the first twelve months for new build properties, complaint investigations would only be undertaken to look at the way the requests had been handled
- Request for clarification of a situation and/ or policy or procedures
- Updates regarding progress on a previously requested service
- Insurance claims or issues that will be subject to an insurance claim
- Complaints where the issues have not previously been brought to our attention and are more than 12 months old
- Previous complaints that have already been investigated and determined
You can make a complaint:-
What happens when we receive your complaint
Quick Resolution (QR)
Resolution by Service Area within 2 Working Days
Quick resolutions will only be applied to the complaint process, where the member of staff taking the complaint feels that the issue is something that can be resolved by the relevant service team within 2 working days. Where it is felt an issue cannot be resolved within this timescale, a Formal Complaint Investigation will be initiated, bypassing the Quick Resolution Stage.
Formal Complaint Investigation
Investigation by an Officer that has not previously been involved in the case. Complaint investigations can either be logged directly, or as a result of an escalation from a QR that cannot be resolved.
- All Formal Complaints will be acknowledged by our Customer Experience Team within 3 working days following receipt of the complaint. If a QR is escalated to a complaint then this will also be acknowledged within 3 working days from the date it was received. All complaint investigations will involve us making personal contact with you, either by telephone, e-mail, or in person.
- We aim to have completed our investigations into your complaint within 10 working days. However, we want to ensure that your complaint is thoroughly investigated and understand that some complaints are more complex and may need more time to investigate. If we need more time, we will make sure that we keep in regular contact with you and keep you updated on the progress.
- Final Review – Review by Senior Manager (This will either be a Director/Assistant Director or one of their direct reports). If you want your complaint to be escalated to Final review you will be asked to identify what part of your Formal Complaint remains unresolved. We will not automatically escalate your complaint just because you are not happy. You need to let us know what has not been resolved. This must relate to the substantive nature of the complaint. Where other matters are introduced, these will be dealt with separately and the current complaint will be deemed as resolved.
The Customer Experience Team will assess all requests for escalation to Final Review. We reserve the right to refuse a request for Final Review for the following reasons:-
- You are unable to provide any new evidence to support your escalation request
- Your reasons for escalation have already been considered in the initial investigation
- The escalation reasons you have raised would not lead to a change in outcome of the initial investigation
On receipt of all Final Review requests, our Customer Experience Team will send you an acknowledgement within 3 working days following receipt to confirm:-
- The name of the person who is dealing with the complaint (Senior Investigating Officer)
- The process that will be followed
- The timescales for investigation
- That the request for escalation to Final Review is being assessed.
On acceptance of a Final Review request, a Senior Manager will review the complaint and will make personal contact with you. The Senior Manager will aim to respond in writing within 20 working days.
If you feel your complaint remains unresolved
If you feel that your complaint remains unresolved following completion of our internal procedure, you can either refer your complaint to a Councillor or MP. You can find your local Councillor here or your MP here.
Or you can wait 8 weeks and refer your complaint directly to the Housing Ombudsman Service.
Housing Ombudsman Complaint Handling Code
What is it?
The Housing Ombudsman Service (HOS) have introduced a new Complaints Handling Code. The purpose of the Code is to enable us and other landlords to resolve complaints raised by customers quickly and to use the learning from complaints to drive service improvements.
The Code will act as a guide for customers setting out what they can and should expect from us when they complain. The requirements in the Code also provide customers with information about how to make a complaint and how to progress it through our internal complaints procedure.
The Code supports the regulatory approach to complaints ensuring our approach to complaints is clear simple and accessible and ensures that complaints are resolved promptly, politely and fairly.
Please see Our Self-Assessment against the Housing Ombudsman Complaint Handling Code: Complaint Handling Code - Platform Self Assessment December 2020.pdf [pdf] 570KB
For more information about the Complaint Handling Code see below the link to this area on the Housing Ombudsman’s website.