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Complaints Policy and Procedure Summary  

The procedure deals with

A. Complaints about estate services, the Co-operative or those acting on its behalf.

B. Breaches of our Equal Opportunities Policy and Procedures except where they fall within the Anti- social behaviour and harassment policy and procedure.

Complaints may fall into 3 categories which are handled in different ways under the Management Agreement:

1. Anti-social behaviour and harassment

2. Residents Disputes

3. Complaints about the London Borough of Lambeth

 How Complaints should be Made

1. In writing in a letter addressed to the Estate Manager (or if about the Manager, to the Secretary of the Co-operative) at the Estate Office.

2. All complaints will be recorded and reported in the Co-operatives monitoring reports to the Management Committee

 The complaints process

1.  There are two levels of complaint:

.  Stage 1 will be dealt with by the Wellington Mills TMO

· If you are unsatisfied with the result of Stage 1, you may escalate it to Stage 2. This Stage  is dealt with by Lambeth Council.

2. How the Stage 1 complaint will be investigated

. Who will investigate Complaints?

2.1 Complaints will be investigated by the Estate Director or delegated member of staff or where appropriate the Chair of the Management Committee or a person appointed by the Chair.

2.2 The person responsible for the investigation will compile a report (detailed according to the severity of the complaint) with the following contents:

· the nature of the complaint(s) and how it/they relate(s) to the TMO’s responsibilities and standards of performance;

· those who provided evidence about the complaint being investigated;

· the evidence or statements provided;

· the conclusion and recommendations of the investigating officer;

· A summary document.

2.3 Timetable to ensure prompt investigation

The Estate Director or Management Committee Chair will acknowledge all complaints within 5 working days of receipt. The TMO will notify the complainant in writing of its conclusions within 10 working days from the date the acknowledgement was sent. If it is necessary to extend this period of time, the Estate Director or Chair will write to the complainant explaining the reasons why the TMO has not reached a conclusion and giving a new deadline for a response. 

The outcome of all complaints (anonymised), together with outstanding complaints, must be reported to each meeting of the Management Committee.

3. How Stage 1 decisions will be taken and communicated

3.1 When the response to the complaint has been decided, it should be included in the summary document and sent to the complainant.

3.2 The summary should state whether or not the complaint has been upheld. If the complaint has been upheld, the summary should state:

· what action will be recommended to the Management Committee to rectify the cause of complaint.

· What compensation, if any, will be recommended to the Management Committee.

If the complaint is not upheld, the summary document should state:

· the main grounds on which the complaint has not been upheld and (if applicable) the main grounds on which the claim for compensation has not been upheld.

4.  How the Stage 2 complaint will be investigated

4.1   How do I escalate the complaint to Stage 2?

· If you want to talk to someone, please call 020 7926 9694. 

· You may also make a complaint in person to any member of council staff

· If you'd prefer to put your complaint in writing, please e-mail complaints@lambeth.gov.uk or write to: 

London Borough of Lambeth

PO Box 80771

London

SW2 9QQ

4.2 What is the timeline for resolving Stage 2 complaints?

Lambeth will acknowledge the complaint within 5 working days and will deliver a final response within 20 working days from the date the acknowledgement was sent.

4.3 If you are not happy with the way the council has handled your complaint you have the right to refer it to the Ombudsman (https://www.lambeth.gov.uk/about-council/contact-us/make-complaint/ombudsman)nvestigation, Timetable and Reporting

Please contact the estate office for a copy of the full policy and procedure