Complaints Handling Policy and Procedures

This document is a guide detailing the complaints handling policy and procedures for landlords. It outlines the requirements for completing a self-assessment form by the complaints officer, which must be approved by the landlord's governing body annually. The self-assessment is to be published as part of the annual complaints performance report on the landlord's website. The document defines what constitutes a complaint, emphasizing that dissatisfaction expressed by residents must be treated as such, regardless of terminology. It also clarifies the distinction between service requests and complaints, and the process for addressing complaints. Additionally, it specifies the accessibility of the complaints process, ensuring that residents can submit complaints through various channels and receive support as needed. The document emphasizes the importance of training staff in complaint handling and maintaining a culture of learning from complaints.