Complaints Policy

Mulberry Homes Complaints Policy 

Content:

1.0 Introduction & overview

2.0 What is a complaint

3.0 Exclusions

4.0 How to make a complaint

5.0 Vexatious complaints

6.0 Customer satisfaction

1.0 Introduction and overview

This policy relates to all parts of the organisation and to other organisations that provide service to our customers under contract or in partnership with us.

Our Complaints system is designed to:

• resolve matters in an understanding way, promptly and in confidence
• provide customers with a fair, consistent, impartial and confidential process through which they can express dissatisfaction about an element of our service
• give us an opportunity to put right what has gone wrong

We are committed to achieving a positive customer experience by keeping the customer fully informed throughout the process and with information that is well published and easy to read.

Those involved in dealing with complaints will have the skills, ability and support to consider individual circumstances and reach a fair outcome at any stage.

Our aim is always to provide an early and local resolution to a complaint or dispute. If any decision to try and resolve a complaint informally is taken we will only do this in agreement with the customer and within the agreed complaint timescales.

2.0 What is a complaint?

“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, effecting an individual resident or group of residents”.

Examples of what a complaint is;

• standard of service received was poor
• we failed to do something we agreed to
• we gave a customer incorrect information
• we failed to follow our policies and procedures
• inappropriate or rude behaviour by a colleague or contractor

Where we receive a complaint that is actually a service request, we will advise the customer it will not be treated as a complaint, and the request will be dealt with by the relevant department.

Examples of a service request.

• an initial request for a service, such as the first report of a repair
• an initial request for information or an explanation

3.0 Exclusions

Where we receive a complaint that cannot be considered under the Complaints Policy, we will advise the customer in writing that it will not be treated as a complaint and why the matter is not suitable for the complaints process.

Examples of what may not be considered a complaint;

• an initial request for a service, such as the first time that a repair is reported or that Mulberry is made aware of a repair
• an initial request for information or an explanation
• something that is out of our control or not our responsibility (e.g. street lights/car parking)
• the issue giving rise to complaint occurred over six months ago
• in some circumstances, where legal proceedings have initiated
• matters that already been considered under the complaint policy

4.0 How to make a complaint

Complaints Handling Procedures

We put the same high standards of care into looking after our customers as we do into building our homes. However, we do appreciate that sometimes things can go wrong and so we take complaints very seriously. We are a Registered Developer with the New Homes Quality Board (www.nhqb.org.uk) and comply with the New Homes Quality Code. If you have a complaint, please let us know so that we may have the opportunity to resolve the issue for you and learn from it.

Reporting an issue

Although we hope you will not have any problems after you move into your new home, our commitment continues after your sale has been completed. Please contact us if you have a complaint that we have:

• Failed to do something we should have done
• Done something badly
• Treated you unfairly or discourteously.

Informal complaints If we can resolve any issue informally and you are happy with the outcome, then our formal complaints procedure should not be required. However, if you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint. You can do this by using our formal complaints procedure set out below.

Formal complaints process

We have a robust process to ensure that your complaint is properly investigated and followed up, which is detailed below:

• Please raise your complaint with info@broadacres.org.uk.
• We will acknowledge all complaints within 5 calendar days of the complaint initiation date*.
• We will investigate your concerns and send a response which details our proposed pathway to resolution within 10 calendar days of the complaint initiation date*. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.
• We will send a full complaint assessment response to you within 30 calendar days. If the complaint has been resolved, this will confirm what steps were taken. If the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution.
• Once the complaint has been resolved, we will send you a closure response which confirms what action has been taken.
• In the very unlikely event that the complaint remains unresolved after 56 calendar days of the complaint initiation date*, we will send a further response to provide information on what has caused the delay, what the next steps are, and the anticipated date for resolution. We will also keep you updated no less than every 30 days until the matter is resolved.
• We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by your warranty provider, or the New Homes Ombudsman Service.

You can escalate your complaint to the New Homes Ombudsman Service (NHOS)

Tel: 0330 808 4286

Email:  customer.services@nhos.org.uk

web:  www.nhos.org.uk

Address: New Homes Ombudsman Service, West Wing, First Floor, Marylands Building 200 Marylands Avenue, Hemel Hempstead, HP2 7GT

• The Ombudsman will decide whether they accept a complaint, in accordance with their scheme rules.

 Complaints within 2 Year Defects Period

The Ombudsman can accept complaints that have arisen within two years of legal completion. After this, disputes within the structural warranty period may be referred to the New Home Warranty Provider.

5.0 Vexatious Complaints

A small minority of complainants persist in making serial complaints about various matters or raising the same case over and over. This frequency of contact and making unreasonable demands on colleagues has significant resource issues for the organisation. When a customer has been identified as unreasonably persistent, we may limit the routes available to them to contact the organisation. Any restrictions placed on a customer’s contact due to unacceptable behaviour would be appropriate to their needs and should demonstrate regard for the provisions of the Equality Act 2010. This decision will be taken by a Head of Service.

6.0 Customer Satisfaction

Customers will be given the opportunity to feedback following a complaint. Customer satisfaction is a key performance indicator, and the feedback is used to continually improve the complaints process.

Mulberry Homes Yorkshire Ltd, Broadacres House, Mount View, Standard Way, Northallerton, North Yorkshire DL6 2YD

TEL: 01609 767900 EMAIL: info@broadacres.org.uk

www.mulberryhomesyorkshire.com

Mulberry Homes Yorkshire is a Private Limited Company. Company reference 07058662 and is wholly owned subsidiary of Broadacres Housing Association