Complaints – Frequently Asked Questions
- What is a complaint?
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A complaint is an expression of dissatisfaction however made, about the standard of service, actions, or lack of action by Beyond Housing, its colleagues, or those acting on its behalf, affecting an individual resident or group of residents.
- Where can I read your complaint policy?
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You can read our Complaints and Compliments Policy here.
- What is the difference between a request for service and a complaint?
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A service request is when you ask us to take action to put something right, i.e a repair.
A complaint is when we have done what you asked us to do but you are dissatisfied with the service received.
- Can someone else complain on my behalf?
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Yes, you can authorise someone else to raise a complaint on your behalf, such as an advocate. This could be a friend/relative or a representative from an external organisation (such as Citizens Advice or an MP).
- How long do I have to make a complaint?
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You have 12 months of the issue occurring or you becoming aware of the issue to make a complaint to us. We will apply discretion to accept complaints made outside this time limit, where there are good reasons to do so.
- Can you refuse to accept my complaint?
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We must accept a complaint unless there is a valid reason not to do so. There may be some situations where a different process might be more appropriate to address your issue, you can read what these are in the Complaints and Compliments Policy.
If we decide not to accept a complaint, we will provide a detailed explanation explaining the reasons why the matter is not suitable for our complaints process and the right to take our decision to the Ombudsman.
- How do I know you will look at my complaint fairly and independently?
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Beyond Housing embraces complaints and operates within established dispute resolution principles; to be fair, puts things right and learns from outcomes.
- How do you learn from complaints?
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Beyond Housing considers whether service improvements can be made as a result of any learning from your complaint.
Our complaints manager uses complaints as a source of intelligence to identify issues and introduce positive changes in service delivery. They assess any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision.
You can read the service improvements implemented as the result of complaints feedback, in our annual complaints report.