Complaints and Compliments Policy

INTRODUCTION

1. The Complaint Handling Code 2024 (‘the Code’) advises (at paragraph 9.7) that the Member Responsible for Complaints (‘MRC’) and the governing body (or equivalent) must receive regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance and regular reviews of trends arising from complaint handling.

2. Accordingly, the MRC has liaised with the Complaints Officer on a regular basis (with catch up meetings in May, August and October 2025 and April 2026) and been provided updates on each of those aspects which has allowed him to monitor SSJ’s complaint handling performance. This has been done having regard to section 9 in particular of the Code, Scrutiny & The governing body has therefore had regard to the need to identify any potential systemic issues, serious risks or policies and procedures that require revision in accordance with paragraph 9.4 of the Code.

3. Further, the MRC and the governing body must receive the annual complaints performance and service improvement report (‘the Annual Report’). That must include (as per paragraph 8.1 of the Code):

• The annual self-assessment against the Code to ensure that the complaint handling policy remains in line with its requirements.
• A qualitative and quantitative analysis of the landlord’s complaint handling performance – this must also include a summary of the types of complaints the landlord has refused to accept.
• The service improvements made as a result of the learning from complaints.

4. This document constitutes the Board’s response which is required by the Code (paragraph 8.2) to be published alongside the Annual Report. Regard has also been had to the Self-Assessment Form 2026 to scrutinise how far SSJ complies with the Code in policy and in

ASSESSMENT OF COMPLAINT HANDLING PERFORMANCE

5. The MRC has discussed the Annual Report with the manager responsible for its compilation and sought clarification of some of the items, having regard to the requirements of the

6. The MRC is satisfied that regular (every 6 months) training of all staff in identifying and handling complaints has been carried out as well as it being ensured that service users and neighbours are informed of the way to complain, including the introduction of contact cards to facilitate complaints from the latter.

7. The Annual Report helpfully breaks down and analyses the number of complainants by the service complained about and by category, as well as the mode used for making the complaints (under ‘Complaints Received’). It also provides numbers as well as percentages. This will assist in taking lessons from the complaints, especially where upheld (53% fully or partially upheld at Stage 1 and 88% for Stage 2), and putting that learning into

8. It is clear from the Report (under ‘Complaints Received’) that there has been an increase of about 14% of complaints from the previous year (1 April 2024-31 March 2025). However, the number of Stage 2 complaints (8) was still relatively low, although it is noted that all of those were upheld or partially upheld (save for 1 which was withdrawn).

9. There are a large number of complaints relating to anti-social behaviour, including a large number from neighbours to SSJ’s services in relation to this. However, only one stage 2 complaint was from a neighbour, which provides some reassurance in this respect.

10. On the face of it, it appears that that there is room to improve the timescales for dealing with the complaints at both stages and this aspect will be further carefully monitored. However, it should be noted that 69% of stage 1 and 71% of stage 2 complaints were handled within the time limits set out in the Code. Furthermore, those outside those limits included cases where the officers had been unable to get in contact with the complainant and also cases where other internal processes had to be completed before an outcome letter could be sent.

11. The relatively high number of complaints with respect to Housing Management is not surprising given the nature of those services and is consistent with the previous year. Six of the eight stage 2 complaints related to this service.

CONCLUSIONS

12. The Board is satisfied that this data does not appear to evidence any decrease in the quality of, or systemic issue in, the services being provided by the Society. Nonetheless, it is important that lessons are drawn given the increase in the percentage of complaints upheld or partially upheld at both stages.

13. Further, the MRC and the Board are satisfied that there is compliance with the Code in Policy terms. That is clear from the Self-Assessment Form and cross-checking this with the Complaints and Compliments Policy (September 2024). It is also clear when the reason for the exceedance of the time limits for handling some complaints is understood, although this aspect needs to be carefully monitored to understand whether improvement in this respect could be implemented.

14. The other aspect that needs careful consideration is the high proportion of anti-social behaviour complaints and the MRC intends to investigate what further steps can be taken with regard to that issue.

6 May 2026

SSJ Self-assessment 2025-26

SSJ Self-assessment 2024-25

2025-26 Annual Complaints Performance

2024-25 Annual Complaints Performance