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  1. Home
  2. Content types
  3. Policies
  4. Complaints policy and procedure

Complaints policy and procedure

In this section

  1. Intro
  2. Aims and Objectives
  3. What is a complaint?
  4. Anonymous Complaints
  5. What is the time limit for making complaints?
  6. How complaints can be made
  7. News Articles and social media comments
  8. Who can make a complaint?
  9. Our Complaints Process
  10. Working with other agencies
  11. Redress/Compensation
  12. The Ombudsman
  13. Complaints spanning more than one service area
  14. Receiving the same complaint from a customer and an MP, Councillor, or other agencies
  15. Dealing with abusive and threatening behaviour
  16. Vexatious and persistent behaviour
  17. You are here: Responsibility
  18. Performance and Monitoring
  19. Review
  20. Getting in Touch
  21. Data Protection
  22. Equality Act 2010
  23. Appendix 1 - Complaint Handling Procedure
  24. Appendix 2 & 3 - Process Flowcharts
  25. Appendix 4 - Housing Ombudsman Complaint Handling Code Self Assessment

Responsibility

17.1. Directors and Assistant Directors will be responsible for ensuring that teams adhere to this policy, our customer service standards and for driving performance improvement where required.

  • Next page : Performance and Monitoring
  • Previous page : Vexatious and persistent behaviour
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