1.1       This policy concerns complaints about the management of, or the service provided by Somewhere Cooperative Housing Association Ltd (the Coop).  It excludes matters listed in 2.7 below.  A complaint is defined as:

 

            An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Co-op, or by others acting on the Co-op’s behalf, affecting individual members or group of members.

 

            This policy also applies to complaints from applicants to the Coop, contractors and others who may be affected by the actions of the coop.

 

1.2       Examples of complaints that might be dealt with under this policy would include:

• a member dissatisfied with how tenancies have been allocated

• a group of members dissatisfied with how a rent rise has been calculated

• an applicant to the Coop dissatisfied with how their application has been handled

• a contractor dissatisfied with how a tender for work has been processed

 

1.3       Key contacts for someone making a complaint are:

 

            The two current Coop's Complaints Officers are

            

Trevor Houghton

            Email address: trevorbrycheiniog@yahoo.co.uk                                      Mobile number: 07501  614256

                                                                                                                        

            Richard Capon

            Email address:  ninorloveland88@yahoo.com                              Mobile number: 07939 200101

            

 

            The Coop's mailing address:

            Somewhere Cooperative Housing Assoc. Ltd 

            c/o Upper House, Skenfrith, Abergavenny, NP7 8UF

 

            The Independent Housing Ombudsman

            Norman House, 105-109, Strand, London, WC2R OAA.  Tel: 0171 836 3630

 

1.4       The Complaints Procedure

1. Anyone with a management or service complaint about Somewhere Housing Co-operative Association should, in the first instance, take up the matter with either of the Complaints Officers (listed above).  This can be done in writing in the form of a letter (to Coop's mailing address), email or text (directly to one of the Complaints Officer).  Members can also raise complaints at Ordinary General Meetings (OGMs).

2. The complainant can at any point in the procedure be assisted by or represented by a person of their choice (e.g. helping to put the complaint in writing or speaking for them to a Complaints Officer).

3. The Complaints Officer should acknowledge the complaint in writing within one week and they will ensure that the complainant has a copy of this policy document.

4. The Complaints Officers is authorised to investigate the complaint – giving the complainant and any other parties to the complaint the opportunity to state their views on the subject matter of the complaint.  If possible the Complaints Officer will try to resolve the matter informally but the complainant can elect to have it dealt with formally.

5. With formal complaints it will be explained to the complainant that the Complaints Officer will report the complaint and the results of their investigation to the next OGM.  The complainant will be invited to provide a written submission to the meeting.  If the complainant is a member of the Coop they will have the opportunity to set out their complaint in person to the meeting. 

6. The next Ordinary General Meeting (these are held every three weeks) will consider the complaint and reach a decision which will then be relayed in writing to the complainant.

7. If the complainant is unhappy with the outcome of the investigation of their complaint and the Coops decision, they may request a review. The coop would engage an independent individual (e.g. from another housing coop or a trained mediator) to work with two Coop member to carry out a review.  This would include offering the complainant and other parties to the complaint the opportunity to put forward their views.  The outcome of the review would be reported to the OGM of the coop and communicated to the complainant in writing.  This should happen within 4 weeks from the request for a review. 

8. If the complainant is not satisfied with the decision given in writing by the Ordinary General Meeting they will be informed that they have the option of taking it to the Independent Housing Ombudsman and provided with the contact details given in 1.3. above.

9. The applicant will also be informed that they may be represented by someone to pursue the complaint to the Ombudsman on their behalf.

10. Somewhere Housing Co-operative Association agrees to be bound by the decision of the  Independent Housing Ombudsman scheme.

 

2 - Responsibilities of the Cooperative in handling complaints

 

2.1       The aims of the Coop's complaints policy are:

• To ensure that members and others have the right to complain about the provision, or non-provision, of services through an accessible, confidential and easy to use procedure, which offers rapid action and response 

• To ensure that complaints are dealt with effectively and fairly, even where complaints outcomes are not to the satisfaction of the complainant 

• To ensure that complaints are taken seriously and used positively to improve how the co-op operates

• To ensure for that as a Registered Provider, the Coop's complaints procedure complies with the Involvement and Empowerment standard and with the Housing Ombudsman’s Complaint Handling Code. 

 

2.2       The Coop welcomes complaints and will use the process of dealing with complaints as a mechanism for improving the delivery of its services.  The Coop is ready to receive complaints from its members, applicants for membership, ex-members, contractors, neighbours and anyone affected by the actions of the Coop.  Wherever possible it will seek to resolve complaints informally to the mutual satisfaction of the Coop and complainant.

2.3       In handling complaints the Coop will seek to comply with the Equality Act 2010 and every effort will be made to maintain confidentiality in accordance with the Coop's Confidentiality Policy.    

2.4       The Coop will elect two Complaints Officer to handle complaints.  

2.5       The Coop will manage complaints by following the procedure set out in 1.3.  The OGM of the Coop will be responsible for ensuring that outcomes of the complaints procedure are implemented.

2.6       The Co-op will ensure that all members are aware of how to access a copy of this complaints procedure as part of the New Member's Pack and on the regular minutes/agenda sent out prior to the three weekly OGMs.  It will be available online.  When applicants to the Coop are provided with an application form they will also be informed about how to complain about the new membership process.  Contractors will be told that they can obtain a copy of this policy on request to the Coop's administrator.

 

2.7       The following will not usually be considered through a Co-op’s complaints procedure unless there are valid reasons to consider them:

 

• requests for a particular service (e.g. a complaint about a maintenance issue or something else that has not yet been reported) 

• requests to deal with an Anti-Social Behaviour or harassment issue or Neighbour Nuisance or Neighbour Disputes.  These are dealt with under the Coop's Anti-Social Behaviour policy 

• new issues that arise during a complaints investigation unless they are relevant to the complaint under investigation 

• anonymous complaints 

• matters that relate to legal proceedings that have started  

• complaints about something more than six months old 

• matters that have already been considered under the complaints policy 

• issues relating to how the Co-op is governed.  These are dealt with through the application of the Co-op’s rules.

 

2.8       The Coop will document all informal and formal complaints and their follow through and will keep copies of all complaint correspondence to and from the complainant.  These records will be held by the Coop's administrator.

 

2.9       The OGM of the Coop will consider all complaints it has received with a view to improving the services it provides in the light of any complaints.

 

2.10     The Coop will review this policy and its implementation annually.  The date of last review was 

            August 2024.