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LEEDS IRISH HEALTH & HOMES

COMPLAINTS AND COMPLIMENTS POLICY
1	POLICY STATEMENT

1.1	Leeds Irish Health and Homes (LIHH) recognises that Service users have a right to complain if they feel the service has not been provided to an expected standard or if they have been treated unfairly or disrespectfully. We also acknowledge that service users need access to an effective and easy to understand complaints procedure.

1.2	Equally there will be occasions where Service users wish to express their thanks and gratitude for the support provided by a member of staff or volunteer or service provided. It is important that LIHH are able to recognise staff and volunteers who provide an exceptional service or have made a real difference to people’s lives.

1.3	LIHH values any feedback on our staff, volunteers and services both positive and negative and will use this information to improve the organisations performance to provide the best possible services.

1.4	LIHH has a standard complaints form informing people of their right to complain and a written complaints procedure.

1.5	This compliments and complaints policy can also be used by external organisations, agencies or the family or friends of service users, who may wish to feedback any complaints, concerns or compliments regarding our service delivery or about the actions of a member of staff.

1.6	Details of the compliments and complaints policy and procedure will be:

•	Attached to the occupancy agreement of each tenant
•	Made available to all service users on request
•	Given to new members of staff and volunteers as part of their induction programme.
•	Available on request to external agencies
•	Displayed within the office on the notice board.

1.7	When a complaint is made we aim to respond as quickly as possible usually within 5 working days, staff resources will need to be taken into account as well as the complexity of the complaint.

1.8	We aim to ensure that the confidentiality of the relationships between the person making the complaint and the organisation is not breached.

1.9	We aim to give the person making the complaint the fullest opportunity to express themselves in person. We recognise that for many people a complaints procedure is only going to be successful if they have the support they need i.e. friend, relative etc.

1.10	A record of the course of a complaint will be kept including action taken and the outcome. Service users have the right to see any records which are held by LIHH in accordance with our confidentially policy.

Approval date: 28.10.21
Review date: 28.10.26

1.11	A separate statistical record of the date, nature of the complaint and the outcome of the investigation will be held for monitoring purposes.

1.12	On completion of the investigation of a complaint, the complainant will receive a written statement setting out the conclusions and what an action if any is to be taken.

1.13	A summary of complaints and action taken to deal with them will be presented to the Board of Management on a quarterly basis.

2	WHAT IS A COMPLAINT

2.1	LIHH define a complaint as:

•	Notification of a failure in our service delivery or quality of service, such as failure to keep appointments, failure to respond to reasonable requests for help and information, failure to carry out agreed actions.

•	If you are unhappy about a policy or procedure and its impact on you or that LIHH is not working in line with its policies and procedures.

•	Or you are left feeling or experiencing hurt, anger or sadness as a result of the actions taken by a member of LIHH staff or a volunteer or at the manner in which they have dealt with you. For example it maybe they have insulted you, intimidated you or been rude or aggressive.

2.2	A complaint is not having a dislike for something just because it is different for example being unhappy with the way someone looks or because they are different to you.

2.3	A distinction is also made between inter- personal conflict such as neighbour disputes and behaviour which breaches the tenancy agreement such as noise nuisance. Inter – personal conflict can be dealt with through a meeting between the parties with a worker as a facilitator. Noise nuisance etc will be dealt with in line with the tenancy agreement procedures.

2.4	These matters and other incidents of anti-social behaviour will be dealt with through our Anti – Social Behaviour Policy.
1.1	
3	PROCEDURE FOR DEALING WITH COMPLAINTS

3.1	HOW DO I MAKE A COMPLAINT?

3.1.1	Complaints can be made in person, by telephone or in writing using our complaints form.(APPENDIX 1)

3.1.2	If you feel unable to explain your complaint on the telephone or come to the office then arrangements will be made to visit you at home. A complaints form will be completed by the person recording your complaint and you will be asked to sign this.

3.1.3	If your complaint is about a member of staff the complaint should be made to or the form returned to their Line Manager, see below.

3.2	WHO WILL DEAL WITH MY COMPLAINT?

3.2.1	The nature of your complaint will determine who is the most appropriate person to deal with your complaint, see table below.

Who is making the complaint

Type of complaint or person being complained
about

Who will handle your complaint

Service user/ or family of service user

•	Member of Staff
•	Volunteer

•	Line Manager
•	Volunteer Coordinator

Agency

•	Member of Staff
•	Volunteer

•	Line Manager
•	Volunteer Coordinator

Service user/Family/Agency | Team Leader | Director of Operations
Service user/Family/Agency | Director of Operations | Chief Executive
Service user/Family/Agency | Chief Executive | Chair of Board of Management

Service user/Family/Agency

Failure in Service Delivery

Service Manager/ Director of
Operations

Service user/Family/Agency

Failure to implement policies
and procedures correctly

Service Manager/ Director of Operations

3.2.2	Within 5 working days of receiving your complaint you will receive a written response to your complaint detailing if your complaint is upheld and any action taken.

3.2.3	Or if you prefer, a meeting will be arranged to discuss your complaint. You can be accompanied by a friend, social worker or anyone else you feel can help if you need support.

3.2.4	Within 5 working days of a meeting you will receive a written response detailing whether your complaint has been upheld and what action is to be taken as a result of your complaint.

3.3	WHAT IF I DISAGREE WITH THE OUTCOME PROPOSED?

3.3.1	If you are unhappy with the outcome and actions proposed you should write to or telephone within 10 working days the Director of Operations/ Chief Executive at the LIHH office.

3.3.2	The Director of Operations/Chief Executive will investigate your concerns and respond in writing within 10 working days.

3.4	What if I disagree with the outcome or action proposed by the Director of Operations/Chief Executive?

3.4.1	If you are unhappy with the response of the Chief Executive then you should write to the Chair of the Board of Management who will reply within 10 working days at LIHH, Rouse House, 2 Wyther Lane, LS5 3BT

3.4.2	This is the final stage of the internal complaints process. If you have exhausted this process and still feel that you have not received a satisfactory response we suggest you contact your local Citizens Advice Bureau or Law Centre.

3.4.3	You also have the right to make a complaint to the Commissioning body that funds the service that you use. LIHH agree that we will give you the commissioners details should you wish to make a complaint to them.

3.5	INTERNAL RECORDING OF COMPLAINTS

3.5.1	All complaints should be recorded and logged in a central location:

•	On the Teams/Management/Complaints Folder/Complaints log – this spreadsheet details brief details of complaint and the outcome . It is important that all information is completed particularly response dates and outcomes so that performance can be measured

•	Correspondence in relation to a complaint should be saved to the folder on Teams/ Management/ Complaints Correspondence. A file within this folder should be set up for each complaint and include in it: complaint form if received or details of complaint, notes of meetings/telephone calls with the complainant, staff member etc, letters of response or e-mails.
•	
•	If as a result of a complaint there is a need to review policies or practices this should be instigated by the Line Manager and ensure that staff members receive appropriate training

3.5.2	The Manager handling the initial complaint is responsible for ensuring that the log and all documentation with respect to the complaint is recorded and filed appropriately.

3.6	PROCEDURE FOR DEALING WITH COMPLIMENTS

3.6.1	A compliment can be defined as any appreciative feedback from a customer over and above the normal thanks, especially where praise is given in respect of a particular service which has been exceptional or an action by a member of staff or volunteer who have made a real difference to people’s lives

3.6.2	Paper copies of compliments and related correspondence should be handed to the Office Administrator and kept in a ‘compliments and thank you’ file and recorded on the central system.

3.6.3	Any compliments received verbally in person, or over the telephone should be reported to the line manager of the person or specific service involved whose responsibility it is to report to the Office Administrator for inputting onto the central system. It will be at
the manager’s discretion to decide if the feedback is a compliment or is an action that would be expected from a worker as part of their normal duties.

3.6.4	Managers are responsible for ensuring that staff named within a compliment are informed and thanked.

3.6.5	The Chief executive will respond in writing within 15 working days to any individual or organisation expressing a compliment to confirm that the positive feedback is appreciated.

3.6.6	The Chief Executive/Director of Operations will feedback compliments to the Management Board on a quarterly basis and will also write to the staff member involved to record the Board of Management’s appreciation of their good work.
1.1.1	

APPENDIX 1

LIHH COMPLAINTS FORM

NAME:

ADDRESS:
D.O.B
Contact Telephone number:
Contact email:

Is your complaint about: (please tick) A member of staff ( ) Name:
Poor Service ( ) Policy/Procedure ( )

Please give brief details of your complaint.

What action would you like to see taken as a result of your complaint?

Action Agreed

Solution/Outcome

Signature of complainant:
Signature of Person Dealing with complaint:
Completed forms should be returned to: Leeds Irish Health and Homes Rouse House
2 Wyther Lane Leeds
LS5 3BT
^Tel: ^0113 ^2625614	6
Approval date: 28.10. 21
Review date: 28.10.2 6

Date

Approval date: 28.10.21
Review date: 28.10.26

2

Approval date: 28.10.21
Review date: 28.10.26