Complaints and feedback
We try to get things right the first time and when we do, we’d love you to let us know. It’s great for us to receive positive comments or feedback, so if you wish to compliment our staff for doing a great job, we’d love to hear from you.
When you contact us to tell us you are dissatisfied with the service we have provided, we’ll offer you the choice to have an informal conversation to see if we can put things right quickly, without the need for a formal investigation. This is called a Service Request, if you would like to log a Service Request you can do so online at: My Mid Devon, clicking on the Housing and Homelessness tab and then clicking on the Service Request link.
However, if you prefer, we can log a formal complaint at first request.
The Council revised their corporate Complaints and Feedback Policy in 2024, a copy of this document is available to view on our webpages at: Customer feedback and complaints - MIDDEVON.GOV.UK
The Housing Ombudsman Service (HOS) Complaint Handling Code
The HOS Complaint Handling Code promotes a positive complaints culture across the social housing sector ensuring that complaints are dealt with fairly in accordance with the requirements of the Code.
Landlords are expected to annually self-assess against the Code and publish the outcome. The Code has recently been revised and came into effect from 1 April 2024. MDH have reviewed their self-assessment form against the Code and this is now available to view on our webpages.
Councillor Simon Clist, Cabinet Member for Housing, Assets & Property quoted” I have reviewed MDH’s Annual Complaint Handling Report and supporting documents including performance data, lessons learnt and our self-assessment against the HOS Complaint Handling Code. As a result, I’m satisfied that we have complied with the HOS Complaint Handling Code requirements in how we manage our complaint handling”.
An Annual Complaint Handling Report and associated documents relating to performance, lessons learnt and a copy of the self-assessment against the Code was presented to the Councils Home Policy Development Group on 11 June 2024. A copy of this report including Minutes of the meeting are available to view at: Agenda for Homes Policy Development Group on Tuesday, 11th June, 2024, 2.15 pm - MIDDEVON.GOV.UK
A copy of the above documents were also provided to the HOS to show compliancy with the HOS Code requirements.
Further details of the revised Code is available on the Housing Ombudsman Service webpages at: The Complaint Handling Code | Housing Ombudsman Service (housing-ombudsman.org.uk)
We follow the Housing Ombudsman’s definition of a complaints as ‘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, affecting an individual resident or group of residents’.
What is not a complaint?
Some areas of dissatisfaction fall outside of the complaints and feedback policy and therefore we will not be able to investigate them as a complaint. These can include:
- Day to day service requests or reporting faults
- A criticism, or disagreement with MDH policies or decisions
- Complaints against individual employees which arise from dissatisfaction with a council policy or decision, and where no other basis for the complaint exists
- Complaints which constitute a refusal to accept a rule of law which MDH is applying
When you let us know that you are unhappy about something, you will be given the option for us to try and resolve your complaint informally. Often it is clear what has gone wrong and we are able to put things right quickly, without the need for a formal investigation.
If it is not possible for us to resolve or if you prefer, you can log a formal complaint straight away. All complaints will be acknowledged within 5 working days.
You can make a complaint, leave a compliment or feedback, in the following ways:
Report - Customer Feedback
When making a complaint please ensure you provide us with:
- Your full name and address and preferred method of contact
- If you’re complaining on behalf of someone, their full name and address along with a signed consent for acting on their behalf
- A list of relevant points, highlighting any important issues
- Details of how you have been affected
- What you would like to achieve
- Copies of any supporting documents to support your complaint
There are 5 elements within Stage 1:
- Acknowledge the issue and agreeing the scope of the complaint
- Investigating the complaint
- Making a decision on the evidence obtained
- Communicating the decision
- Taking action to put things right where they have gone wrong
Stage 1 complaints are dealt with by the Housing Complaints Officer or Service Manager and resolved within 10 working days. If for any reason your complaint is going to take longer, will keep you up to date on our progress
If you are not satisfied with the Stage 1 response, you can escalate to Stage 2.
The Stage 2 complaint is not a reinvestigation, it establishes:
- Whether the stage 1 investigation was adequately thorough and impartial
- If any fault was found, whether things have been put right for the complainant
Stage 2 complaints are dealt with by a Senior Manager and resolved within 10 working days of the complaint being escalated. If a response to your complaint is going to take longer, we will provide an explanation contacting a clear timeframe for when a response will be received.
If you are not satisfied with your Stage 2 response, you have the right to refer your complaint to the Housing Ombudsman Service.
The Housing Ombudsman can be contacted at www.housing-ombudsman.org.uk or by using the contact details below:
Contact us - Housing Ombudsman (housing-ombudsman.org.uk)
Call on 0300 111 3000 - Phonelines are open Monday to Friday 9am to 5pm.
Lines will be closed for staff training every Thursday from 3.30pm to 5pm.
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
We will hold your contact details name, address, email address and telephone number
Customer services collect this information
This information will be collected by web form, online, email, facebook, twitter, phone, letter or face to face conversations
Information is collected to enable investigation and response to you regarding issues raised in your complaint, to provide feedback to services and individuals if you are making a comment or passing on a compliment
Information will be used for the purposes of investigation and response to you regarding issues raised in your complaint, to provide feedback to services if you are making a comment or passing on a compliment
Personal information will be shared with other services and individuals for investigation of issues, and for passing on feedback
All personal data is retained on a password protected system and all ICT systems are accredited to Public Service Network standards with access restricted to relevant staff. All paper records are stored securely and we have a clear desk policy
We will retain your personal data for 2 years in line with our retention policy and guidelines. Subject access requests for your information can be requested via customer services by telephoning 01884 255255 or emailing customerservices@middevon.gov.uk. You can also visit our website www.middevon.gov.uk and view our data protection guidance page.
Please read our corporate feedback and complaints policy for more information Feedback and complaints - MIDDEVON.GOV.UK
Please read our Unacceptable Behaviour Procedure
Please read our MDH compensation policy for more information Tenant compensation - MIDDEVON.GOV.UK
- HOS Fact sheets https://www.housing-ombudsman.org.uk/wp-content/uploads/2022/03/Leaflet-for-residents-about-the-Housing-Ombudsman-Service.pdf
- Add HOS poster https://www.housing-ombudsman.org.uk/wp-content/uploads/2020/11/Housing-Ombudsman-contact-poster.pdf
- HOS Annual Review of Complaints - MDDC Landlord Performance Data 2020/21 https://www.housing-ombudsman.org.uk/landlords/
- HOS Complaints Handling Code – https://www.housing-ombudsman.org.uk/landlords-info/complaint-handling-code/
- Examples of the HOS Service Requests – these can be found in Appendix A in the attached Complaints Handling Code.
When you make a complaint at Mid Devon Housing, we review and identify any service improvements from your complaint in order to ensure the same mistakes do not arise in the future. Please read our most recent improvements below, these are updated each month
What were we asked?
We were asked to improve the standard of information provided in permission letters to tenants to include a date when MDH will inspect works completed.
What lesson did we learn?
To introduce new working practices that provides clearer information to the tenant.
What improvement have we made?
Permission procedure and letters have been updated.
What were we asked?
We were asked to improve the standard of service provided to our tenants in regards to grounds maintenance
What lesson did we learn?
TP10 in the Tenant Satisfaction Measures will measure tenant satisfaction around grounds maintenance and so it is important that we improve the service
What improvement have we made?
Team Leader’s from each service to meet monthly for liaison and to iron out any issues
What were we asked?
We were asked to improve communications following death of a tenant
What lesson did we learn?
To provide a quicker turnaround of processing applications to the Public Trustee following the death of a tenant
What improvement have we made?
The ownership of this task has been passed to another team to deal with who have more capacity to deal with such matters
What were we asked?
We were asked to improve information on MDH social media pages in regards to Tenancy Home Checks and Tenancy Fraud. To publish the Tenancy Inspection Policy to raise awareness around the above matters
What lesson did we learn?
To publicise information about Tenancy Home Checks and Tenancy Fraud
What improvement have we made?
MDH social media pages were updated with information
MDH Tenancy Inspection Policy was also adopted by Cabinet on 12th December 2023 after recommendation by Homes Policy Development Group on 21st November 2023
What were we asked?
We were asked to improve information on MDH webpages in regards to accessible properties and local connections
What lesson did we learn?
To publicise information about local connections when housing applicants bid for MDH properties and information that we only adapt properties once the property has been tenanted.
What improvement have we made?
MDH web pages were updated
What were we asked?
We were asked to improve the data collected in regards to complaint handling
What lesson did we learn?
To gather information on themes of complaint data to support service improvement
What improvement have we made?
Internal reporting mechanisms have been implemented on complaint handling data
What were we asked?
We were asked to improve the information we collate during the Neighbourhood Walkabouts
What lesson did we learn?
That we must ensure we are collating and saving information relating to Neighbourhood Walkabouts
What improvement have we made?
We have introduced a simple Neighbourhood Walkabout sheet which highlights any issues on our estates and any follow up actions that have been taken
What were we asked?
We were asked to improve the information provided to tenants at sign up in regards to the type of tenancy they have
What lesson did we learn?
To ensure that tenants are provided with adequate information about the type of tenancy they hold
What improvement have we made?
Information is now provided at the sign up process
What were we asked?
We were asked to improve our record keeping
What lesson did we learn?
To ensure where a tenancy is ended and a person remains at the property that MDH’s internal housing management system is updated accordingly.
What improvement have we made?
We have updated our housing management system
What were we asked?
We were asked to improve our communications
What lesson did we learn?
To return call back requests in a timely manner to avoid any delays
What improvement have we made?
Our Housing Apprentice is now supporting one of our housing team to respond to call back requests
What were we asked?
We were asked to improve the information that MDH provides to residents in regards to their succession rights
What lesson did we learn?
To amend internal staff procedures in relation to succession rights. To clarify succession rights and under occupation within our Tenancy Management Policy
What improvement have we made?
Procedures and Tenancy Management Policy will be updated
What were we asked?
To improve how staff process and review flexible tenancies
What lesson did we learn?
To amend internal staff procedures in relation to flexible tenancies. This will ensure that the correct processes are followed. In addition, staff responsible for reviewing flexible tenancies will be given appropriate training.
What improvement have we made?
Procedures will be updated and staff provided with training.
Procedures and Tenancy Management Policy will be updated
What were we asked?
To improve our knowledge of tenants vulnerabilities to help to tailor our services to meet their individual needs. To have a clearer understanding how a tenants vulnerabilities may have been impacted as a result of a formal complaint made.
What lesson did we learn?
To promote tenants to report any vulnerabilities so that we can tailor our services to meet their needs, to have a greater understanding on how their vulnerabilities impacts them and to allow us to make any reasonable adjustments.
What improvement have we made?
MDH will promote raising awareness through their social medial platform, newsletters and on the back of rent statements.
What were we asked?
To improve our complaint responses.
What lesson did we learn?
To review the information we include within our complaint responses.
What improvement have we made?
Where applicable, we now try and provide a timeline of events within our complaint responses so that the resident has sight of any historical information that may be relevant to their complaint.
What were we asked?
To support staff's knowledge on how to access information.
What lesson did we learn?
To refresh our repairs operatives knowledge on how to quickly check our housing systems to check the asbestos database.
What improvement have we made?
Relevant staff have been given training on how to access asbestos information.
What were we asked?
To have a clearer process in regards to ending a tenancy on the Public Trustee.
What lesson did we learn?
To improve communications between staff and representatives of a deceased tenant
What improvement have we made?
MDH’s Public Trustee processes have been updated
What were we asked?
To promote better communications with our tenants
What lesson did we learn?
To improve how we communicate with our tenants in regards to scheduling specialised repair works
What improvement have we made?
We will ensure that when specialised work is required, these works are scheduled promptly and the tenant is communicated with promptly to avoid delays
What were we asked?
To provide clearer information on how a resident can contact us in regards to their complaint
What lesson did we learn?
To improve how a resident can contact us
What improvement have we made?
MDH letter and email templates have been updated with easy information on how to contact us
Related documents
More details about.....
Downloads
- MDH Compensation Policy
- Unacceptable Behaviour Procedure Final.pdf
- HOS Code for Contractors Guidance.pdf
- HPDG 110624 Complaint Handling Annual Report 2324 Annex D Lessons Learnt.pdf
- HPDG 110624 Complaint Handling Annual Report 2324 Annex F Ombudsman Determinations.pdf
- HPDG 110624 Complaint Handling Annual Report 2324 Annex C HOS Self-Assessment.pdf
- HPDG 110624 Complaint Handling Annual Report 2324 Annex B TSMs Perception Results.pdf
- HPDG 110624 Complaint Handling Annual Report 2324 Annex A TSMs Performance.pdf
- HPDG 110624 Complaint Handling Annual Report 2324 Annex E Complaints Data.pdf
- Complaints and Feedback Policy 2024
- Complaints - Officer Guidance December 2024