1. Purpose

​

The purpose of this Complaints Policy is to ensure that residents of our supported housing association receive a fair and transparent process for raising concerns or complaints. We are committed to resolving issues promptly, effectively, and in a way that upholds the dignity and rights of all individuals involved. This policy outlines how complaints will be managed, including the steps residents can take if they are dissatisfied with the services or support, they receive.

​

2. Scope
 

This policy applies to all residents, staff, and other stakeholders involved with the supported housing association, including tenants, families, carers, and visitors. It covers complaints related to any aspect of the services provided, including but not limited to:

​

• Accommodation quality and maintenance

• Support services (personal, financial, social)

• Staff behaviour and conduct

• Communication

• Health and safety concerns

• Management of housing policies and procedures​
   

3. What is a Complaint?
 

A complaint is an expression of dissatisfaction about the services provided by the housing association. A complaint can be made about issues including:

• Poor service or failure to meet expectations

• Delays or failure in responding to requests or concerns

• Unfair treatment or discrimination

• Miscommunication or lack of information

• Inadequate living conditions or repairs
   

4. How to Make a Complaint
 

Residents wishing to make a complaint can do so through the following channels:
 

• In person: Speak directly to a member of staff at the housing association.

• By phone: Call the housing office during business hours and ask to speak to the complaints officer or a relevant staff member.

• In writing: Send an email or a letter to the designated complaints officer at info@bshcic.org or Beacon Supported Housing CIC, 9 Old Main Road, Costock, Loughborough, LE12 6XF.

• Online: Use the contact us link on our website www.bshcic.org 
   

All complaints should include:
 

• The nature of the complaint

• Any relevant details (dates, locations, people involved)

• A description of the outcome or resolution the resident is seeking

• Contact information for follow-up (email/phone number)
   

EXCLUSIONS:
 

• The issue took place over 12 months ago

• Legal proceedings have started in relation to the issue being raised as complaint.

• Matters have previously been considered under the complaint policy
   

5. What Happens After a Complaint is Made?
 

Once a complaint is received, the following steps will be taken:
 

STAGE 1:
 

Step 1: Acknowledgement

Beacon Supported Housing CIC will acknowledge receipt of the complaint within 5 working days of it being received. This acknowledgment will include information on the process and estimated timescales for resolution. When a complaint is logged at stage 1 we will set out our understanding of the claim to you and the outcomes you are seeking. If any aspect is unclear the resident must be asked for clarification. 
 

Step 2: Investigation.

Beacon Supported Housing CIC will investigate the complaint thoroughly. This may involve speaking to staff members, reviewing records, or gathering additional information. The aim is to ensure a fair and unbiased investigation.
 

Step 3: Resolution and Response

Following the investigation, the Beacon Supported Housing CIC will provide a formal response within 10 working days of the acknowledgment. This response will outline the findings, any actions taken, and the steps to resolve the issue. Any extension on this can be no more than 10 working days without good reason. And the reason must be explained in full and clearly to the resident.
 

If the complaint is upheld, we will explain the steps we will take to prevent a recurrence and ensure that corrective actions are implemented.
 

6. Escalation Process
 

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.

Stage 2 is the landlord’s final response. When a resident is informed about an extension to these timescales, they must be provided with the contact details of the Ombudsman.
 

Requests for stage 2 will be acknowledged, defined and logged at stage 2 of the complaints procedure within 5 working days of the escalation request being received. 
 

Beacon Supported Housing CIC must not expect our residents to be required to explain their reasons for requesting a stage 2 consideration. 
 

The person considering the complaint at stage 2 must not be the same person that considered the complaint at stage 1. Beacon Supported Housing CIC will provide a final response to the stage 2 within 20 working days of the complaint being acknowledged.

Requests for stage 2 must be acknowledged, defined and logged at stage 2 of the complaint procedure within 5 working days of the escalation request being received. 
 

Beacon Supported Housing CIC 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.
 

External Review: If the resident is still dissatisfied, they may contact the relevant external body, such as the Housing Ombudsman or the Care Quality Commission (CQC), depending on the nature of the complaint. Details of which are given at

Stage 2
 

7. Confidentiality
 

All complaints will be treated with confidentiality, and any personal information provided will be used solely for the purpose of investigating and resolving the complaint. We will protect the privacy of all individuals involved in the complaint process.

8. Equal Opportunities
 

Beacon Supported Housing CIC is committed to ensuring that all residents can raise complaints without fear of discrimination. We will provide support to those who require assistance in making a complaint, including access to translation services or assistance with writing.
 

9. Monitoring and Feedback
 

Beacon Supported Housing CIC will regularly review complaints data to identify patterns or recurring issues. We will use this information to improve services and prevent future complaints. Feedback from residents will be used to improve our complaints process and enhance the overall service quality.
 

10. Conclusion
 

We take all complaints seriously and aim to resolve them quickly and fairly. This policy ensures that residents have access to a clear, transparent process for addressing concerns, and that Beacon Supported Housing CIC remains accountable for the quality of its services.

 

Contact Details:
 

Complaints Officer: Elizabeth Finney
Email: Liz@bshcic.org
Phone: 07540478475
Postal Address: Beacon Supported Housing CIC 9 Old Main Road, Costock, Loughborough, LE12 6XF
Website: www.bshcic.org 

 

This Complaints Policy is designed to ensure that all complaints are handled professionally and fairly, with the goal of resolving issues and maintaining a high standard of supported housing services.