2025 BOSHA Housing Ombudsman Self-Assessment Form

Code provision

Code requirement

Comply: Yes / No

Evidence

Commentary / explanation

1.2

A complaint must be defined as:

‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’

Yes

BOSHA Complaint Handling Policy

Yes, our complaints procedure defines a complaint as an expression of dissatisfaction about the service, actions, or lack of action by the organisation or its staff. We ensure that all residents, especially those new to the UK, are encouraged to voice concerns and feel confident that their feedback will be taken seriously.

1.3

A resident does not have to use the word ‘complaint’ for it to be treated as such. Whenever a resident expresses dissatisfaction landlords must give them the choice to make complaint. A complaint that is submitted via a third party or representative must be handled in line with the landlord’s complaints policy.

Yes

BOSHA Complaint Handling Policy

Yes, residents are encouraged to express dissatisfaction in any form, even if they don’t use the word “complaint.” We always offer the option to formalise concerns as a complaint if desired. Although we encourage all of our tenants who may have experienced difficulties with the service to contact the office, we also occasionally receive complaints via resident representatives. These complaints are handled in accordance with our complaints policy to ensure consistency and transparency.

1.4

Landlords must recognise the difference between a service request and a complaint. This must be set out in their complaints policy. A service request is a request from a resident to the landlord requiring action to be taken to put something right. Service requests are not complaints, but must be recorded, monitored and reviewed regularly.

Yes

BOSHA Complaint Handling Policy

Yes, our complaints policy clearly distinguishes between a service request and a complaint. A service request is a resident’s request for action to resolve an issue, but it is not classified as a complaint. Service requests are recorded, monitored, and reviewed regularly to ensure timely resolution, separate from formal complaints.

1.5

A complaint must be raised when the resident expresses dissatisfaction with the response to their service request, even if the handling of the service request remains ongoing. Landlords must not stop their efforts to address the service request if the resident complains.

Yes

BOSHA Complaint Handling Policy

Yes, if a resident expresses dissatisfaction with the response to their service request, we treat it as a formal complaint, even if the service request is still being addressed. We ensure that efforts to resolve the service request continue while the complaint is handled separately.

1.6

An expression of dissatisfaction with services made through a survey is not defined as a complaint, though wherever possible, the person completing the survey should be made aware of how they can pursue a complaint if they wish to. Where landlords ask for wider feedback about their services, they also must provide details of how residents can complain.

Yes

BOSHA Complaint Handling Policy

Yes, when we ask for wider feedback, such as through surveys, we provide clear information on how residents can pursue a complaint if they wish. We ensure that any expression of dissatisfaction through surveys is not treated as a formal complaint, but residents are always made aware of how they can formally raise a complaint if needed.

Code provision

Code requirement

Comply: Yes / No

Evidence

Commentary / explanation

2.1

Landlords must accept a complaint unless there is a valid reason not to do so. If landlords decide not to accept a complaint they must be able to evidence their reasoning. Each complaint must be considered on its own merits

Yes

BOSHA Complaint Handling Policy

Yes, we accept all complaints unless there is a valid reason not to, and we ensure each complaint is considered on its own merits. If for any reason we decide not to accept a complaint, we provide clear reasoning and evidence to the complainant, in line with our complaints policy.

2.2

A complaints policy must set out the circumstances in which a matter will not be considered as a complaint or escalated, and these circumstances must be fair and reasonable to residents. Acceptable exclusions include:

· The issue giving rise to the complaint occurred over twelve months ago.

· Legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.

· Matters that have previously been considered under the complaints policy.

Yes

BOSHA Complaint Handling Policy

Yes, our complaints policy outlines specific circumstances in which a matter may not be considered a complaint or escalated. These include situations where:

· The issue occurred over twelve months ago.

· Legal proceedings have started (i.e., a claim has been filed in court).

· The matter has already been considered under the complaints policy.

These exclusions are fair and reasonable, ensuring that complaints are handled consistently and in a timely manner.

2.3

Landlords must accept complaints referred to them within 12 months of the issue occurring or the resident becoming aware of the issue, unless they are excluded on other grounds. Landlords must consider whether to apply discretion to accept complaints made outside this time limit where there are good reasons to do so.

Yes

BOSHA Complaint Handling Policy

Yes, we accept complaints referred to us within 12 months of the issue occurring or the resident becoming aware of it, unless excluded on other grounds. We also consider applying discretion to accept complaints made outside this time limit if there are good reasons to do so, ensuring fairness in all cases.

2.4

If a landlord decides not to accept a complaint, an explanation must be provided to the resident setting out the reasons why the matter is not suitable for the complaints process and the right to take that decision to the Ombudsman. If the Ombudsman does not agree that the exclusion has been fairly applied, the Ombudsman may tell the landlord to take on the complaint.

Yes

BOSHA Complaint Handling Policy

Yes, if we decide not to accept a complaint, we provide the resident with a clear explanation of why the matter is not suitable for the complaints process. We also inform the resident of their right to take the decision to the Ombudsman. If the Ombudsman determines that the exclusion was not fairly applied, we will follow their guidance to take on the complaint.

2.5

Landlords must not take a blanket approach to excluding complaints; they must consider the individual circumstances of each complaint.

Yes

BOSHA Complaint Handling Policy

No, we do not take a blanket approach to excluding complaints. We consider the individual circumstances of each complaint to ensure fair and reasonable treatment for every resident.

Code provision

Code requirement

Comply: Yes / No

Evidence

Commentary / explanation

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

BOSHA Complaint Handling Policy

Yes, we provide multiple channels through which residents can make a complaint, ensuring accessibility for all. We are committed to considering the needs of residents under the Equality Act 2010 and make reasonable adjustments to ensure everyone can access the complaints process, including providing additional support where needed.

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

BOSHA Complaint Handling Policy

Yes, residents can raise complaints in any way and with any member of staff. All staff members are aware of the complaints process and are trained to pass on complaint details to the appropriate person for further handling, ensuring a seamless and efficient response.

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

BOSHA Complaint Handling Policy

No, we do not view high volumes of complaints as negative. In fact, they can indicate that our complaints process is well-publicised and accessible. We believe that low complaint volumes could potentially signal that residents are unable or unwilling to voice their concerns, which is why we actively encourage feedback to ensure all issues are addressed.

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 timeframes for responding. The policy must also be published on the landlord’s website.

Yes

BOSHA Complaint Handling Policy

Yes, our complaints policy is made available in a clear and accessible format for all residents. It outlines the two-stage process, the steps involved at each stage, and the timeframes for responding. The policy is also published on our website to ensure residents can easily access it at any time.

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

BOSHA Complaint Handling Policy

Yes, our complaints policy outlines how we publicise the details of the complaints process to residents, including information about the Housing Ombudsman and the Complaint Handling Code. We ensure that residents are aware of their rights to escalate complaints to the Ombudsman and how to do so.

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

BOSHA Complaint Handling Policy

Yes, we give residents the opportunity to have a representative handle their complaint on their behalf. Residents can also be represented or accompanied at any meeting with us, ensuring they feel supported throughout the process.

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

BOSHA Complaint Handling Policy

Yes, we provide residents with clear information about their right to access the Ombudsman service and how they can engage with the Ombudsman regarding their complaint. This information is included in our complaints policy and shared with residents at relevant stages of the complaints process.

Code provision

Code requirement

Comply: Yes / No

Evidence

Commentary / explanation

4.1

Landlords must have a person or team assigned to take responsibility for complaint handling, including liaison with the Ombudsman and ensuring complaints are reported to the governing body (or equivalent). This Code will refer to that person or team as the ‘complaints officer’. This role may be in addition to other duties.

Yes

BOSHA Complaint Handling Policy

Yes, we have a designated person, the Chief Executive or Chair of the Resident Services Committee, responsible for handling complaints. This includes liaising with the Ombudsman and ensuring that complaints are reported to the governing body. The complaints officer manages the complaints process, ensuring it is thorough and transparent.

4.2

The complaints officer must have access to staff at all levels to facilitate the prompt resolution of complaints. They must also have the authority and autonomy to act to resolve disputes promptly and fairly.

Yes

BOSHA Complaint Handling Policy

Yes, our complaints officer has access to staff at all levels to facilitate the prompt resolution of complaints. They also have the authority and autonomy to act decisively in resolving disputes fairly and efficiently.

4.3

Landlords are expected to prioritise complaint handling and a culture of learning from complaints. All relevant staff must be suitably trained in the importance of complaint handling. It is important that complaints are seen as a core service and must be resourced to handle complaints effectively

Yes

BOSHA Complaint Handling Policy

Yes, we prioritise complaint handling as a core service and foster a culture of learning from complaints. All relevant staff are suitably trained on the importance of complaint handling, ensuring that complaints are handled effectively and used as opportunities for continuous improvement.

Code provision

Code requirement

Comply: Yes / No

Evidence

Commentary / explanation

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

BOSHA Complaint Handling Policy

Yes, we have a single, consistent policy in place for dealing with complaints covered by this Code. All residents are treated equally when they raise a complaint, ensuring fairness and consistency throughout the complaints process.

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

BOSHA Complaint Handling Policy

Yes, we focus on the early and local resolution of issues to ensure effective complaint handling. We do not use extra named stages, such as ‘stage 0’ or ‘informal complaint,’ as we believe this can cause unnecessary confusion. Our process is designed to resolve matters as quickly and effectively as possible.

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

BOSHA Complaint Handling Policy

No, we do not have a complaint process with more than two stages. Our process is designed to be straightforward and efficient, ensuring timely resolution and swift access to the Ombudsman if necessary.

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

BOSHA Complaint Handling Policy

We do not have third parties handling complaints. All complaints are managed directly by our internal team, ensuring a consistent and streamlined process in line with the Code.

5.5

Landlords are responsible for ensuring that any third parties handle complaints in line with the Code.

Yes

BOSHA Complaint Handling Policy

As we do not use third parties to handle complaints, we ensure that all complaints are managed in-house, fully aligned with the Code, ensuring a consistent and transparent process.

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

BOSHA Complaint Handling Policy

Yes, when a complaint is logged at Stage 1 or escalated to Stage 2, we clearly set out our understanding of the complaint and the outcomes the resident is seeking. If any aspect of the complaint is unclear, we always ask the resident for clarification to ensure a full and accurate understanding before proceeding.

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

BOSHA Complaint Handling Policy

Yes, when a complaint is acknowledged at either stage, we clearly specify which aspects of the complaint we are responsible for and clarify any areas where responsibility may be uncertain. This ensures transparency and avoids confusion as we move forward with the resolution 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

BOSHA Complaint Handling Policy

Yes, at each stage of the complaints process, we ensure that complaint handlers:
a. Act independently and fairly, considering complaints based on their merits and maintaining an open mind.
b. Provide residents with a fair opportunity to present their position and address their concerns comprehensively.
c. Actively manage any actual or perceived conflicts of interest, maintaining confidentiality and impartiality throughout.
d. Carefully consider all relevant information and evidence before making a decision, ensuring that the outcome is both fair and transparent.

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

BOSHA Complaint Handling Policy

Yes, if a response to a complaint will fall outside the timescales set out in the Code, we proactively agree with the resident on suitable intervals for keeping them informed about the progress of their complaint. We aim to ensure that the resident feels supported and updated throughout the process, even if there are delays.

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

BOSHA Complaint Handling Policy

Yes, we make reasonable adjustments for residents where appropriate under the Equality Act 2010 to ensure that all residents can access and engage with the complaints process. We keep a record of any reasonable adjustments agreed upon, as well as any disabilities disclosed by residents. These adjustments are actively reviewed to ensure they continue to meet the needs of the resident and support a fair and accessible complaints process.

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

No, we do not refuse to escalate a complaint through all stages of the complaints procedure unless there are valid, clearly defined reasons to do so. If we decide not to escalate a complaint, we provide a detailed explanation to the resident, in line with the provisions set out in section 2 of this Code, ensuring transparency and fairness at every step.

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

BOSHA Complaint Handling Policy

Yes, we maintain a comprehensive record of each complaint and its outcomes at every stage. This includes the original complaint and the date it was received, all correspondence with the resident, any communications with other parties, and relevant supporting documentation such as reports or surveys. This ensures that we can review the complaint process thoroughly and transparently.

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

BOSHA Complaint Handling Policy

Yes, we have processes in place to address and remedy complaints at any stage of the complaints process. We aim to resolve issues promptly without the need for escalation, ensuring that appropriate remedies are provided whenever possible to meet the resident’s needs and resolve the complaint effectively.

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

BOSHA Complaint Handling Policy

Yes, we have policies and procedures in place for managing unacceptable behaviour from residents or their representatives. If restrictions are necessary, we provide clear evidence for the reasons behind any actions taken and ensure that these restrictions are regularly reviewed to maintain fairness and transparency.

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

BOSHA Complaint Handling Policy

Yes, any restrictions placed on contact due to unacceptable behaviour are proportionate and take into account the provisions of the Equality Act 2010. We ensure that any actions taken are fair, reasonable, and aligned with our duty to make reasonable adjustments where needed.

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

BOSHA Complaint Handling Policy

Yes, we have processes in place to assess which complaints can be addressed promptly and which require further investigation. We 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 quickly, often with an explanation, apology, or appropriate resolution provided to the resident at the earliest opportunity.

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

BOSHA Complaint Handling Policy

Yes, we acknowledge, define, and log complaints at Stage 1 within five working days of receiving the complaint. This ensures that complaints are promptly addressed and that the process is clearly documented from the outset.

6.3

Landlords must issue a full response to stage 1 complaintswithin 10 working days of the complaint being acknowledged.

Yes

BOSHA Complaint Handling Policy

Yes, we issue a full response to Stage 1 complaints within 10 working days of the complaint being acknowledged. This ensures that residents receive a timely and comprehensive resolution to their concerns.

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

BOSHA Complaint Handling Policy

Yes, we assess whether an extension to the 10-day timescale is needed based on the complexity of the complaint. If an extension is required, we inform the resident of the new expected timescale and ensure that the extension does not exceed 10 working days without good reason. We clearly explain the reason(s) for the extension to the resident to maintain transparency.

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

BOSHA Complaint Handling Policy

Yes, when informing a resident about an extension to the timescales, we provide them with the contact details of the Ombudsman, ensuring they are aware of their right to escalate the complaint if they feel it is necessary.

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

BOSHA Complaint Handling Policy

Yes, we provide a response to the resident when the answer to the complaint is known, rather than waiting for all outstanding actions to be completed. We ensure that any remaining actions are tracked and addressed promptly, and we provide regular updates to the resident to keep them informed of progress.

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

BOSHA Complaint Handling Policy

Yes, we ensure that all points raised in the complaint definition are addressed thoroughly. We provide clear reasons for any decisions made, referencing relevant policies, laws, and good practice where appropriate, to ensure transparency and clarity for the resident.

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

BOSHA Complaint Handling Policy

Yes, if residents raise additional complaints during the investigation that are related to the original complaint and the Stage 1 response has not yet been issued, we incorporate these new issues into the Stage 1 response. If the Stage 1 response has already been issued, or if the new issues are unrelated or would cause unreasonable delays, we log them as a new complaint and address them separately.

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

BOSHA Complaint Handling Policy

Yes, at the completion of Stage 1, we provide the resident with a written response in clear, plain language that includes:
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 resolve the issue;
f. Any outstanding actions; and
g. Information on how to escalate the matter to Stage 2 if the resident is not satisfied with the response.

This ensures transparency and clarity throughout the complaints process.

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

BOSHA Complaint Handling Policy

Yes, if all or part of the complaint is not resolved to the resident’s satisfaction at Stage 1, we progress the complaint to Stage 2 of our procedure. Stage 2 represents our final response, ensuring that residents have the opportunity for a thorough review of their complaint.

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

BOSHA Complaint Handling Policy

Yes, when a complaint is escalated to Stage 2, we acknowledge, define, and log it within five working days of receiving the escalation request. This ensures that the process remains timely and transparent, providing clarity for the resident.

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

BOSHA Complaint Handling Policy

No, residents are not required to explain their reasons for requesting Stage 2 consideration. We make reasonable efforts to understand why the resident remains unhappy and ensure this is considered as part of the Stage 2 response, so their concerns are fully addressed.

6.13

The person considering the complaint at stage 2 must not be the same person that considered the complaint at stage 1. 

Yes

BOSHA Complaint Handling Policy

Yes, the person considering the complaint at Stage 2 is different from the person who handled the complaint at Stage 1. This ensures an impartial and fresh perspective on the matter, providing the resident with a fair and thorough review of their complaint.

6.14

Landlords must issue a final response to the stage 2 within 20 working days of the complaint being acknowledged.

Yes

Yes, we issue a final response to Stage 2 complaints within 20 working days of the complaint being acknowledged. This ensures that complaints are resolved in a timely manner, and the resident receives a clear and definitive response.

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

BOSHA Complaint Handling Policy

Yes, we assess whether an extension to the Stage 2 timescale is needed based on the complexity of the complaint. If an extension is required, we inform the resident of the new expected response time, ensuring the extension does not exceed 20 working days without good reason. We clearly explain the reason(s) for the extension to the resident to maintain transparency.

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

BOSHA Complaint Handling Policy

Yes, when we inform a resident about an extension to the timescales, we provide them with the contact details of the Ombudsman. This ensures that residents are aware of their right to escalate the complaint if necessary.

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

BOSHA Complaint Handling Policy

Yes, we provide a response to the resident when the answer to the complaint is known, even if the outstanding actions are still being completed. We ensure that any remaining actions are tracked and addressed promptly, and we provide the resident with appropriate updates to keep them informed of progress.

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

BOSHA Complaint Handling Policy

Yes, we ensure that all points raised in the complaint definition are thoroughly addressed. We provide clear reasons for any decisions made, referencing the relevant policies, laws, and good practice where appropriate, ensuring transparency and clarity for the resident.

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

BOSHA Complaint Handling Policy

Yes, at the completion of Stage 2, we provide the resident with a written response in clear, plain language that includes:
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 resolve the issue;
f. Any outstanding actions; and
g. Information on how to escalate the matter to the Ombudsman Service if the resident remains dissatisfied.

This ensures clarity and transparency throughout the complaints process.

6.20

Stage 2 is the landlord’s final response and must involve all suitable staff members needed to issue such a response.

Yes

BOSHA Complaint Handling Policy

Yes, Stage 2 is our final response, and we ensure that all suitable staff members are involved in issuing the response. This collaborative approach ensures that the response is comprehensive, well-informed, and accurate.

Code provision

Code requirement

Comply: Yes / No

Evidence

Commentary / explanation

7.1

Where something has gone wrong a landlord must acknowledge this and set out the actions it has already taken, or intends to take, to put things right. These can include: 

· Apologising; 

· Acknowledging where things have gone wrong; 

· Providing an explanation, assistance or reasons; 

· Taking action if there has been delay; 

· Reconsidering or changing a decision; 

· Amending a record or adding a correction or addendum; 

· Providing a financial remedy; 

· Changing policies, procedures or practices. 

Yes

BOSHA Complaint Handling Policy

Yes, when something has gone wrong, we acknowledge it and clearly outline the actions we have already taken or intend to take to resolve the issue. These actions may include:

· Offering an apology;

· Acknowledging where things have gone wrong;

· Providing an explanation or reasons;

· Taking action to address delays;

· Reconsidering or changing a decision;

· Amending records or adding corrections or addenda;

· Offering a financial remedy where appropriate;

· Changing policies, procedures, or practices to prevent recurrence.

This ensures that residents feel heard and that appropriate steps are taken to address any issues.

7.2

Any remedy offered must reflect the impact on the resident as a result of any fault identified. 

Yes

Yes, any remedy we offer reflects the impact on the resident as a result of any fault identified. We assess the situation carefully to ensure that the remedy is appropriate and proportionate to the inconvenience or harm caused to the resident.

7.3

The remedy offer must clearly set out what will happen and by when, in agreement with the resident where appropriate. Any remedy proposed must be followed through to completion.

Yes

BOSHA Complaint Handling Policy

Yes, when offering a remedy, we clearly set out what will happen, by when, and in agreement with the resident where appropriate. We ensure that any proposed remedy is followed through to completion, providing the resident with regular updates as necessary.

7.4

Landlords must take account of the guidance issued by the Ombudsman when deciding on appropriate remedies. 

Yes

BOSHA Complaint Handling Policy

Yes, we take account of the guidance issued by the Ombudsman when deciding on appropriate remedies. This ensures that the remedies we offer are fair, consistent, and in line with best practice.

Code provision

Code requirement

Comply: Yes / No

Evidence

Commentary / explanation

8.1

Landlords must produce an annual complaints performance and service improvement report for scrutiny and challenge, which must include: 

a. the annual self-assessment against this Code to ensure their complaint handling policy remains in line with its requirements. 

b. a qualitative and quantitative analysis of the landlord’s complaint handling performance. This must also include a summary of the types of complaints the landlord has refused to accept; 

c. any findings of non-compliance with this Code by the Ombudsman; 

d. the service improvements made as a result of the learning from complaints; 

e. any annual report about the landlord’s performance from the Ombudsman; and 

f. any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord.

Partial

BOSHA Complaint Handling Policy

Currently, we are in the process of integrating our Complaints Handling Policy and Procedure into our governance framework. While we do not yet fully comply with all aspects, our plan is to produce an annual complaints performance and service improvement report for scrutiny and challenge, which will include:
a. Our annual self-assessment against this Code to ensure our complaint handling policy remains in line with its requirements.
b. A qualitative and quantitative analysis of our complaint handling performance, including a summary of complaints we have refused to accept.
c. Any findings of non-compliance with this Code by the Ombudsman.
d. The service improvements we have made as a result of learning from complaints.
e. Any annual report about our performance from the Ombudsman.
f. Any other relevant reports or publications produced by the Ombudsman in relation to our work.

Although we do rarely receive formal complaints, we recognise the importance of communicating the nature of any complaints or service feedback to trustees and resident representatives. We aim to improve how we report complaints, ensuring transparency and keeping them informed of any issues raised, even if they haven’t resulted in formal complaints. We plan to have this fully integrated into our governance framework for our next self-assessment.

8.2

The annual complaints performance and service improvement report must be reported to the landlord’s governing body (or equivalent) and published on the on the section of its website relating to complaints. The governing body’s response to the report must be published alongside this.

Yes

BOSHA Complaint Handling Policy

Yes, we report the annual complaints performance and service improvement report to our governing body (or equivalent) and publish it on the section of our website dedicated to complaints. We also publish the governing body’s response to the report alongside it, ensuring transparency and accountability in our complaint handling process.

8.3

Landlords must also carry out a self-assessment following a significant restructure, merger and/or change in procedures.

Yes

BOSHA Complaint Handling Policy

This is not applicable.

8.4

Landlords may be asked to review and update the self-assessment following an Ombudsman investigation.

Yes

BOSHA Complaint Handling Policy

Yes, we would review and update our self-assessment following any Ombudsman investigation. This would allow us to address any findings and ensure that our complaint handling process aligns with the Ombudsman’s recommendations and continues to meet best practice standards.

8.5

If a landlord is unable to comply with the Code due to exceptional circumstances, such as a cyber incident, they must inform the Ombudsman, provide information to residents who may be affected, and publish this on their website Landlords must provide a timescale for returning to compliance with the Code.

Yes

BOSHA Complaint Handling Policy

Yes, if we are unable to comply with the Code due to exceptional circumstances, such as a cyber incident, we would promptly inform the Ombudsman and provide information to any affected residents. We would also publish this information on our website to ensure transparency. Additionally, we would provide a clear timescale for returning to full compliance with the Code.

Code provision

Code requirement

Comply: Yes / No

Evidence

Commentary / explanation

9.1

Landlords must look beyond the circumstances of the individual complaint and consider whether service improvements can be made as a result of any learning from the complaint. 

Yes

BOSHA Complaint Handling Policy

Landlords must look beyond the circumstances of the individual complaint and consider whether service improvements can be made as a result of any learning from the complaint. 

9.2

A positive complaint handling culture is integral to the effectiveness with which landlords resolve disputes. Landlords must use complaints as a source of intelligence to identify issues and introduce positive changes in service delivery. 

Yes

BOSHA Complaint Handling Policy

Yes, we look beyond the individual circumstances of each complaint and actively consider whether service improvements can be made as a result of learning from the complaint. We aim to use complaints as opportunities for continuous improvement, ensuring that our services meet the needs of all residents and enhance the overall living experience at Nansen Village.

9.3

Accountability and transparency are also integral to a positive complaint handling culture. Landlords must report back on wider learning and improvements from complaints to stakeholders, such as residents’ panels, staff and relevant committees. 

Partially met

BOSHA Complaint Handling Policy

Currently, we are in the process of integrating our Complaints Handling Policy and Procedure into our governance framework. Once fully implemented, we will prioritise accountability and transparency in our complaint handling process. We will report back on wider learning and improvements from complaints to stakeholders, including residents’ panels, staff, and relevant committees. This will ensure that all parties are informed of the actions taken to address complaints and the ongoing efforts to improve our services based on resident feedback, as we prepare for our next self-assessment.

9.4

Landlords must appoint a suitably senior lead person as accountable for their complaint handling. This person must assess any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision. 

Yes

BOSHA Complaint Handling Policy

Yes, we have appointed a suitably senior lead person responsible for our complaint handling process. This individual assesses any themes or trends arising from complaints to identify potential systemic issues, serious risks, or areas where policies and procedures may require revision. This proactive approach helps ensure that our complaint handling remains effective and continuously improves.

9.5

In addition to this a member of the governing body (or equivalent) must be appointed to have lead responsibility for complaints to support a positive complaint handling culture. This person is referred to as the Member Responsible for Complaints (‘the MRC’).

Yes

BOSHA Complaint Handling Policy

Yes, in addition to the senior lead person responsible for complaint handling, we have appointed a member of the governing body (or equivalent) with lead responsibility for complaints. This person, referred to as the Member Responsible for Complaints (MRC), plays a crucial role in supporting and fostering a positive complaint handling culture within our organisation.

9.6

The MRC will be responsible for ensuring the governing body receives regular information on complaints that provides insight on the landlord’s complaint handling performance. This person must have access to suitable information and staff to perform this role and report on their findings.

Partially met

BOSHA Complaint Handling Policy

Currently, we are in the process of integrating our Complaints Handling Policy and Procedure into our governance framework. Once fully integrated, the Member Responsible for Complaints (MRC) will have access to suitable information and staff to perform this role effectively. They will be responsible for ensuring that the governing body receives regular information on complaints, providing insight into our complaint handling performance. This will enable the MRC to report on findings and ensure that any necessary improvements are identified and implemented, ahead of our next self-assessment.

9.7

As a minimum, the MRC and the governing body (or equivalent) must receive: 

a. regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance; 

b. regular reviews of issues and trends arising from complaint handling;

c. regular updates on the outcomes of the Ombudsman’s investigations and progress made in complying with orders related to severe maladministration findings; and

d. annual complaints performance and service improvement report.

Partially met

BOSHA Complaint Handling Policy

At present, we are in the process of integrating our Complaints Handling Policy and Procedure into our governance framework. While we have not yet fully implemented regular updates, our plan is to ensure that the MRC and governing body (or equivalent) will receive:
a. Regular updates on the volume, categories, and outcomes of complaints, alongside complaint handling performance;
b. Regular reviews of issues and trends arising from complaint handling;
c. Regular updates on the outcomes of the Ombudsman’s investigations and progress made in complying with orders related to severe maladministration findings; and
d. An annual complaints performance and service improvement report.

This will ensure that the governing body is fully informed of the complaint handling process and any necessary actions for improvement as we move towards our next self-assessment.

9.8

Landlords must have a standard objective in relation to complaint handling for all relevant employees or third parties that reflects the need to: 

a. have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments; 

b. take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and 

c. act within the professional standards for engaging with complaints as set by any relevant professional body. 

Yes

BOSHA Complaint Handling Policy

As a small team of four, we have recently reviewed our Complaints Handling Policy and Procedure, and we plan to integrate it into our governance framework ahead of our next self-assessment. While we do not currently have formal standard objectives for complaint handling, we aim to foster a collaborative and co-operative approach towards resolving complaints, with a focus on collective responsibility and professional engagement. This will ensure that our team works efficiently and effectively to address complaints.