Due to the popularity of the BDA's previous guide - ‘Changing Complaints Handling to Meet the Localism Agenda', we have updated the content to include the changes made to the Localism Act 2011. All information is now up to date and ready on request.
An effective complaints system is an essential part of continuous improvement for housing organisations. Complaints should be proactively welcomed as an opportunity for organisational improvement, rather than seen as a cost or annoyance.
Co Regulation means, effective complaints handling is a regulatory requirement that must be demonstrated to tenants. Poor complaints handling can be a trigger for identifying an underlying serious problem that could lead to regulatory engagement. So you can't afford to get complaints handling wrong!
An effective complaints handling system is a must!
The toolkit includes:
- How social housing organisations need to change complaints handling to respond to changes under the Localism Bill.
- How complaints will be dealt with in the future by the Housing Ombudsman and the Housing Regulator in England .
It also provides practical assistance in complaint handling:
- Setting out the essential features of a good complaint system
- Considering the reasons people complain
- How complainants should be treated
- How staff should be trained and supported
- How to effectively use complaints to inform the co regulatory processes including self assessment
- Includes tenants and complaint adjudication.
Staff and boards will also find it useful.
Cost : £45 plus VATTo order, or for more information please email:
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www.boardagency.org.uk
Tel: 0844 800 6887
